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Head of Performance and Patient Services

North Cumbria Integrated Care NHS Foundation Trust
£70,417 to £81,138 per annum pro rata
Closing date
26 Sep 2023

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Other Health Profession
Band 8C
Contract Type
Full Time
If you have the skills and drive to make an impact on information and patient services then read on.

We are looking for a senior manager with a background information, waiting list management and service improvement. The Head of Performance and Patient Services will provide strategic and operational leadership to the Trust's performance, information, patient access, data quality, and patient services functions. The role is key in engaging with operational teams and corporate improvement programmes to driving performance change which will lead to operational excellence.

The post holder will be expected to build strong relationships with all clinical, operational and corporate teams to support the achievement of performance targets and to ensure that accurate, timely information is provided to deliver situational awareness and drive improvement across all levels of the organisation.

The post holder will also manage the trust contact centre, which provides our outpatient booking service along with outpatient reception service, data quality and waiting list validation functions.

There is a strong expectation that the successful candidate will drive improvement and change both within their own areas of responsibility and within the organisation more broadly.

Main duties of the job

The main duties of the job include:
  • Provide leadership for the provision of performance information which is accessible, timely, accurate, relevant and trusted. This includes mandatory/statutory returns, activity and contracting return, formal internal performance reports, operational performance information and data as well as ad hoc information needs. This function should ensure there is insightful analysis of data to inform business decisions as well as safety netting to identify patient safety or performance risks.
  • Lead the provision of the outpatient booking service and outpatients reception services ensuring that these are friendly, accessible, efficient and effective in supporting patients through their treatment journey.
  • Ensure that information is available to inform, support and provide assurance for corporate improvement programmes and other projects.
  • As a senior manager contribute to corporate improvement programmes and projects as requried.

About us

At NCIC, we have an ambition to deliver outstanding hospital and health services to half a million people. Established on 1st October 2019, the Trust is creating a centre of excellence in providing rural and remote healthcare and provides a wide range of community and acute services throughout north Cumbria and beyond. We're responsible for delivering over 70 services across 15 main locations and we employ more than 6,500 members of staff.

Our 5 key principles demonstrate our belief in the delivery of 'safe, high quality care every time'.
  • Being a clinically led organisation
  • Quality and safety at the heart
  • A positive patient experience every time
  • A great place to work
  • Managing our money well

As an organisation we are serious about supporting a diverse workforce that reflects our local community and are very much focused on being an inclusive and compassionate place to work.

Across the North East and North Cumbria we are working together to deliver our ambition to be the greenest region in England by 2030. There is an expectation for all staff to support this by familiarising yourself with the Trust's sustainability initiatives such as waste and recycling, going paperless, videoconferencing, sustainable transport and others.

We encourage you to think about what you can do as an individual and within your team to contribute in to embedding carbon reduction into the everyday running of our organisation.

Job description

Job responsibilities

Please see attached Job description and person specification for further information regarding the role and the essential and desirable criteria required to be met by applicants.

Relocation assistance may be available for successful applicants moving to the region for certain posts. Please see our Policy for eligible vacancies
  • Please ensure that you document evidence of meeting all the essential criteria in the supporting information.
  • If sufficient response is received this post could be closed earlier than the specified closing date, please apply as soon as possible to ensure that your application is considered.

Important Information

Candidates who have been successfully shortlisted for interview will be asked via an email notification to log on to their Trac account to select an interview time. This will usually be within 2 weeks of the closing date.

For candidates applying using a Hotmail account or have strict firewall settings please ensure the following:
  • Junk Mail is checked regularly

Disclosure and Barring Service:

On 28 November 2020, the new Disclosure and Barring Service filtering rules will come into effect.

The changes mean that:
  • youth cautions, reprimands and final warnings will no longer be subject to automatic disclosure
  • the multiple conviction rule has been removed, meaning that if an individual has more than one conviction, regardless of offence type or time passed, each conviction will be considered against the remaining rules individually, rather than being automatically disclosed.

If you are unsure about whether you need to disclose certain criminal record information, free confidential advice may be sought from one of the charity bodies listed below. These bodies can advise you on what you are legally required to declare and may also be able to advise you on how you can disclose criminal record information to a prospective employer and your legal rights when doing so.

Nacro Tel: 0300 123 1999, or email:

Unlock Tel: 01634 247350, email or complete the online form on the Unlock website

The Trust is committed to safeguarding adults and children therefore if the post is subject to the Rehabilitation of Offenders Act (ROA) 1974 (Exceptions) Order 1975 (as amended) the successful candidate(s) will be subject to a criminal records check with the Disclosure and Barring Service (DBS). The cost of the DBS must be met by the successful candidate(s) through salary deduction. DBS charges are as follows if applicable to the post:

Standard Check: �18 + Administration cost of �3.85 = �21.85. Deducted at �6.85 from 1st month salary and �5 deducted from salary over following 3 months.

Enhanced Check: �38 + administration cost of �3.90 = �41.90. Deducted at �11.90 from 1st month salary and �10 deducted from salary over following 3 months.

As part of the one of the largest employers in the UK NCIC future employees will have also access to the following benefits.

A lease car may be available for this position further details will be provided upon appointment if applicable.

27-day holiday scheme rising to 33 after 10 years

Flexible working Scheme

Excellent opportunities for development

Competitive NHS Pension scheme

Access to NHS discounts with retailers and leisure companies

EAP (Employee Assistance Programme) a free, confidential counselling and information service to assist with personal or work-related problems

These schemes are subject to availability

Person Specification



  • oEducated to Master's degree level or equivalent experience
  • oEvidence of post qualification CPD
  • oRelevant professional qualification plus specialist management knowledge acquired through training and experience.


  • oMembership of appropriate professional body



  • oSignificant experience as a senior information professional
  • oExperience of working collaboratively to deliver change management in a complex environment
  • oSignificant experience of directly managing staff and service delivery teams particularly in relation to waiting list management
  • oDeveloping and implementing Information Strategies
  • oExperience of successful engagement with clinicians
  • oDevelopment and roll out of major organisational change programmes and experience of benefits management techniques within the remit of setting an information culture.
  • oExperience of a variety of information architectures and evidence of ability to select and use appropriate information analysis, visualisation and distribution tools


  • oExpert SQL knowledge
  • oPRINCE2 experience of managing development/implementation projects
  • oExperience of managing contact centre services



  • oExcellent IT skills with extensive knowledge of Microsoft products
  • oAbility to identify problems and recommend solutions
  • oIn depth knowledge of services provided by an NHS Trust
  • oUse of Dr Foster and other modelling software
  • oGood knowledge of statistical analysis
  • oAdvanced data interrogation knowledge e.g. Business Objects, Power BI, EIS, Performance Management software
  • oExperience of working with professional staff in the use of information to improve their services
  • oNHS Information Standards and information flows
  • oRelevant national guidance knowledge - NHS Operating Framework
  • oWaiting list management methodology and rules in relation to the NHS Constitutional Standards
  • oThe Trust vision, values, strategic objectives and key work programmes

Skills and Aptitudes


  • oAbility to clearly and accurately interpret national guidance documents and contracts to develop and maintain a Performance Monitoring Framework that provides assurance of delivery and reduces patient safety risks
  • oHigh maturity of analytical skills
  • oAbility to 'sanity check' and interpret information
  • oAbility to positively engage staff in the use of information and help them to think 'what next' in the exploration of data
  • oAbility to create, deliver and sustain an information vision that supports the organisation in achieving its goals
  • oAbility to use information in a sensible way, understanding how information can support strategic or tactical decision making
  • oDelivery of an Information architecture that supports NHS reporting
  • oExcellent interpersonal skills and influencing abilities
  • oPassionate about putting patients first
  • oOpen transparent and engaging leadership style which focuses on enablement, not command and control
  • oRelentless in ensuring team's focus on best patient experience and best patient outcomes
  • oEngages team in drive for continuous improvement
  • oEnsures collective local ownership of risk
  • oCredible advocate for the unit inside and outside the hospital
  • oAwareness and respect for colleagues, patients and relatives cultural, religious and emotional needs and beliefs
  • oFlexible approach to working hours to reflect needs of the hospital requirements

Employer details

Employer name

North Cumbria Integrated Care NHS Foundation Trust


Maglona House

68 Kingstown Broadway


Any attachments will be accessible after you click to apply.


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