Outpatient and Engagement Manager

Overview:

We are always looking for excellent people to bring their skills, values driven behaviours and commitment to ambition to deliver “quality of life, to the end of life, for everyone” to join our charity. As one team we raise money, support each other whether in clinical teams, or corporate services to ensure everything runs efficiently and smoothly and delivers the best outcome for our patients and their families. Being part of a great team in a complex organisation is demanding, but also really rewarding. If you want to be part of our Wellbeing Services team, then we’d love to work with you.

Culture:

We look for people who really care about their work and have huge amounts of compassion to give. If you want to work as part of a culture which develops your skills and values and builds your confidence to be the best version of yourself, then this is the right place for you. We work hard to look after our people, our patients, our families and our reputation. All patients are Thames Hospice patients and therefore we always support the patient and their family irrespective of our individual role. We always represent the wider charity and clinical model. Our organisational values are:

Responsibilities:

Care with Agility: excellent care and support tailored to patients and families in their preferred setting:

• To work with passion and dedication as part of a multidisciplinary team to ensure the care delivered to our patients is exceptional and we deliver ‘care with agility’. You’ll research and learn the best ways of delivering interventions and ensure people are scheduled with the right experience to deliver safe and effective care
• Alongside other senior colleagues you’ll manage strategy, KPIs, budgets, clinical governance and performance of the team and charity with positivity and by going the extra mile
• Ability to lead partnership working across the integrated care system
• To provide clinical leadership in all meetings
• To manage safeguarding, mental capacity act, DOLS and patient safety as required including the training and support of all clinical staff August 2024
• To work with partners, wider health and social care teams, and commissioners to ensure a whole system approach with collaboration and delivery for the patient at the heart of what we do

Financial Sustainability: generating sustainable funding with integrity to ensure excellent hospice care:

• Using strong financial acumen you’ll manage your budgets, find more for less solutions and lead a cost-conscious culture, ensuring sustainability for the future
• Through effect contract management you’ll work collaboratively with Finance to understand, measure and deliver the contracts. You’ll have an excellent understanding of financial data and cost management

Supportive Culture: fostering an inclusive, compassionate culture, ensuring outstanding care and management:

• To deliver excellent patient care through recruiting, training, managing and supporting our employees and volunteers to be the best versions of themselves
• You’ll be empowered to recruit, engage, and develop our people within an inclusive, diverse, learning and collaborative culture, living our values
• To ensure all communication with people from a variety of backgrounds with diverse needs is accurate, timely and aligned to our values
• To continuously learn and develop to maintain professional and managerial competence and teach others where skilled to do so
• To role model the right behaviours and ways of working to understand ethnic, cultural, spiritual, religious and any other differences between people to ensure our people, patients and families feel included and supported.

Extending reach: expanding access to our services, ensuring equitable care for all, especially underserved communities:

• Utilising available data, identify appropriate groups who have palliative and end-of-life care needs or bereavement support needs in our local community who are presently disconnected from the vital and relevant service provisions of Thames Hospice.
• Agree a plan with Director of Nursing (for monthly review) to collaborate with those relevant agencies, charities and local authority departments already involved within the local community.
• Reach overlooked minorities, engage communities and facilitate better access into Thames Hospice’s care and support provisions.
• Provide monthly reports to Director of Nursing that describe activities and collaborations.
• Foster and maintain good lines of communication with Thames Hospice’s services (Hospice at Home, Inpatient Services, Wellbeing Services, Counselling and Support Services) to facilitate accessibility and mutual understanding.
• Attend relevant functions to foster engagement and educate the local community on what the Hospice services are to better understand how the Hospice can serve our community.
• Commit to personal and professional development and reflect this in the annual appraisal.
• Be an excellent ambassador for the work and reputation of Thames Hospice in all aspects of the role.

Specific Role Responsibilities:

• Must have a registered clinical professional qualification i.e. NMC, HCP
• To provide operational management for our hospice outpatient services (Paul Bevan Wellbeing Centre, physiotherapists, complimentary therapists, lymphoedema team)
• To ensure all Hospice Outpatient Services are designed according to patient need, costed, and delivered within contract or as agreed by the Executive team
• Proactively increase the number of patients to the Paul Bevan Wellbeing Centre, by working with local clinicians and community partners December 2024
• Using strong clinical experience promote and support early advance care planning and symptom management for patients living with life limiting illness
• To develop and maintain strong internal working relationships, promoting matrix working across the organisation

Experience:

• Experience of managing or leading a team of people.
• Able to develop and maintain effective relationships with colleagues.
• Demonstrable skills in written and spoken English that are adequate to help effective communication about relevant topics with patients, clients and colleagues, including the keeping of accurate records.
• Willingness and ability to demonstrate commitment to Thames Hospice Values.
• Experienced in maintaining effective relationships with colleagues.
• Ability to quickly build a rapport and establish professional relationships with others, based on
• trust and understanding.
• Understands own scope of practice and how that relates to the wider team.
• Ability to organise own workload and to prioritise in relation to a client, patient or agency.
• Experience of communicating effectively with all members of multiprofessional teams, both
• verbally and in writing.
• Experience of communicating effectively with callers, patients, carers, clients and families.
• Experience of using multiprofessional records to fully and accurately document interactions,
• conversations, care and support.
• Enthusiastic, committed and able to use initiative, ensuring the delivery of objectives.
• Commitment to ensuring the client is central to all decisions and provisions regarding their care.
• Able to remain calm and in control when under pressure and know when to refer for senior advice.
• Ability to use Microsoft Office including Word, Excel and Outlook. Knowledge of the workings of databases.
• Experience of using an electronic patient record system.

Special conditions of appointment to this role:

• Appointment is subject to an Enhanced Disclosure and Barring Service check, occupational health assessment and right to work in the UK checks.
• Up to date immunisations with evidence of immunity
• Able to drive December 2024