Care Services Director Recruitment Pack

Caring to make a difference www.st-michaels-hospice.co.uk

Care Sevices Director Recruitment Pack

Welcome

Matt Fellows, Chief Executive It’s a really exciting time to be considering joining St Michael’s.

Palliative and end-of-life care has never been such a high priority for the NHS nationally and locally and never before have the services provided to our patients been identified as one of the highest priority cohorts for investment. As a charity focused on realising universally accessible and high-quality palliative care, we have an opportunity to deliver on our mission and ensure that everyone receives the right care, delivered in the right way, and at the right time.

At Place here in Herefordshire, we have a unique opportunity founded on our collaborative working and the OneHerefordshire partnership to realise our shared aspirations. There is real commitment to transforming our services and to reaching all who need us.

While St Michael’s delivers and will continue to deliver significant amounts of care and a huge variety of services from our charitable funding, ensuring our more specialist services are delivered in the most integrated way and in partnership with our system partners is crucial to success. There is both an appetite and a commitment to do so across the partners of OneHerefordshire and this role will very much be at the forefront of shaping and realising this shared ambition.

There are many questions which remain unanswered and many challenges ahead, but these are far outweighed by the opportunities and the shared commitment to improve all that we do individually, and together in delivering the highest quality person-centred care. If you are looking for a role where you are empowered to work through ambiguity and complexity; you thrive when working collaboratively to shape impactful service delivery and realise our shared vision for the future, we would love to hear from you.

Matt

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Contents

About Us.................................................................................................................................................3 Our Purpose, Mision & Values................................................................................................................4 Our History...........................................................................................................................................5-7 Our Structure..........................................................................................................................................8 Our Current Service Provision...............................................................................................................9 Care Services Director Role Role Specification.........................................................................................................................10 - 14 Person Specification.....................................................................................................................15 - 16 Our Values............................................................................................................................................17 How to Apply........................................................................................................................................18

2.

About Us

How we help our Community

Everyone deserves to be treated with comfort, compassion, and respect when they’re being cared for. Our care makes a real difference, ensuring patients experience symptom relief and are treated as a person, not just a diagnosis, while families receive the emotional and practical support they need during and after their loved one’s journey.

With people living longer than ever before, our professional staff and trained volunteers are committed to improving the quality of life for our patients, their families and carers.

Our multi-disciplinary team includes doctors, nurses, physiotherapists, occupational therapists, complementary therapists, social workers, chaplains and counsellors.

Specialist Hospice staff work together and often in partnership with the NHS to relieve patients’ symptoms, control their pain and help them to live well until the end of life.

We are also there to ensure loved ones have access to the appropriate care and support they need to cope with the complex feelings and lifestyle changes caused by a terminal illness.

Only a small percentage of our funding comes from the NHS. The rest is made possible by the generosity of our community through donations, gifts in Wills, fundraising events, charity shops and the dedication of our volunteers. This support enables us to offer expert care free-of-charge for all, for as long as they need it.

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Our Purpose Our Purpose: We believe everyone should have access to care that enables them, and those close to them, to live and die well.

Our Mission: Working alongside our community, our mission is to ensure that adults in Herefordshire and the surrounding areas, benefit from palliative and end-of-life care when needed.

This includes supporting loved ones throughout bereavement and beyond.

Our Values: “What matters to you is what’s important to us” To ensure we deliver upon this every day, we empower people to work collaboratively to reach the best possible decisions, realise them in the best possible way and at the best possible time.

We value: Knowledge, judgment, and kindness in reaching the best possible decisions, courage, integrity, and passion in realising those decisions in the best possible way, and honesty, empathy, and determination in doing so at the best possible time.

Living our values influences the way we behave. The way we behave informs the way we do things. The way we do things is the St Michael’s way.

4.

Our History Back in the heatwave of 1976, Dr Richard Miller was inspired by a visit to St Barnabas Hospice in Worthing to build a similar facility for Herefordshire. Dr Miller said,

then, people were mostly looked after in hospital “Back or at home. There was little understanding of symptom control.

People often died in pain, screened off in the corner.

I, along with other health care professionals, found this very difficult to deal with.

“

Richard soon joined forces with other like-minded people to undertake the challenge of raising £700,000 to build a Hospice for Herefordshire. One of those pioneers and co-founders was Dr Jeffrey Kramer.

Richard

Miller

remember all of us thinking challenges like this are done on “ Ifaith.

It was a pure belief in the project being the right thing to

do; that gave us the will to go on. Freda Pearce led the team of fundraisers; she had the cheek of the devil and was a very powerful person. She believed nothing was impossible and through sheer dedication and love for our fellow men and women, we built the Hospice.

BEM jeff Kramer

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I quite honestly believe you can still feel the love when you walk in. There’s something very special about our building.

Jeff was awarded the British Empire Medal (BEM) in September 2024.

“

Our History

1979

Richard Miller and Freda Pearce launch appeal.

Summer of ‘84, the first Hospice building was completed.

1984 InIn the the Autumn of ‘84, the first patients were admitted.

1996 1997

The Sunflower Appeal launched to raise £600,000 to build a Day Hospice extension.

On 29th July, the Day Hospice was officially opened

by HRH Princess Alexandra.

2000 Hospice Lottery was launched.

2009

Hospice Choir formed for the Silver Jubilee’s Thanksgiving Service.

2013

The Redevelopment Appeal launched to build new Inpatient unit and refurbish the main Hospice.

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2015 In March, Clive & Sylvia Richards open Inpatient wing.

2016

In April, the Hospice at Home service was launched.

In September, the refurbished Hospice (Day Services & Outpatients) re-opens.

2018

HRH Princess Alexandra formally opens the re-developed Hospice.

Hospice celebrates its 35th Birthday 2019 The with a My35 campaign.

2022

2024

Monty Don officially opens the re-developed Hospice Gardens.

Hospice co-founder Dr Jeffrey Kramer is awarded the British Empire Medal (BEM) at the Hospice.

2024 fundraising appeal called Caring for the future.

The Hospice celebrates its 40th Birthday with a

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Our Structure

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Our Hospice Who we are St Michael’s Hospice is Herefordshire’s only local provider of compassionate, expert palliative care. We are dedicated to helping individuals and their families live and die well, in comfort, and with respect.

We deliver expert palliative care to adults with life-limiting conditions, whether at our hospice, at home, or in the wider community. We support families before, during, and after bereavement, helping them navigate the challenges of caregiving, loss, and grief.

Our unique role St Michael’s Hospice is more than just a healthcare provider; we are a trusted local lifeline.

Deeply rooted in Herefordshire, we understand and respond to the specific needs of our community, offering not only expert palliative care but also vital emotional support throughout the journey.

Whether it’s symptom management at home, an urgent admission, or emotional support for a grieving family, we are here when it matters most. We don’t just respond, we act quickly, compassionately and expertly to bring stability to deeply vulnerable moments.

Our approach to care At the heart of our work is the ‘St Michael’s Way’, a distinctive care approach grounded in knowledge, integrity, and respect. We empower patients and families to make informed decisions, ensuring personalised, compassionate, and high-quality care at every step.

Our care combines deep medical expertise with genuine human connection. From pain relief and symptom control to emotional support and spiritual care, every element is delivered with clinical precision and heartfelt compassion, because both are essential.

No two journeys are the same, so we take time to understand each person’s needs, beliefs, fears, hopes, and wishes. Care is tailored, not templated, because expert care begins with being seen and heard.

Behind every moment of care is a skilled team of doctors, nurses, palliative care support workers, social workers, counsellors, therapists, chaplains and volunteers all working together to provide seamless, compassionate support with the patient and their family at its core.

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Care Services Director

Role Specification Job Purpose

The Care Services Director will provide strategic leadership for all care services across St Michael’s, leading the development and delivery of the Care Strategy and ensuring the organisation responds effectively to the evolving health and care landscape.

The post holder will lead system integration, service transformation, quality and patient safety, workforce planning, commissioning relationships and organisational performance, while acting as the Care Quality Commission (CQC) Nominated Individual. and. More widely and in partnership with colleagues from across the system, this role will provide leadership to Palliative and End of Life Care services delivered collaboratively at Place and represent St Michael’s at the most senior level across One Herefordshire and with wider system partners.

Areas of responsibility Care Services Leadership • Provide visible, inspirational and values-led leadership across all care services, both within St Michael’s and those delivered in partnership/collaboration.

• Lead the development and implementation of the St Michael’s Care Strategy.

• Provide overall leadership for care provision across all services, ensuring safe, effective, person-centred and sustainable care.

• Ensure the St Michael’s remains responsive to the changing needs of patients, families and the wider health and social care system.

• Create a culture of continuous learning, innovation and improvement throughout care services.

• Ensure care services are aligned to organisational priorities, strategic objectives and regulatory expectations.

• Act as the senior care advisor to the Executive Leadership Team and Board.

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Care Services Director

Role Specification

Strategy, Transformation and Service Development • Lead strategic planning for care services, ensuring delivery of sustainable and resilient services which meet current and future population needs.

• Lead service redesign, transformation programmes and pathway development across services.

• Develop and implement innovative models of care that support Neighbourhood Health and Integrated Neighbourhood Teams.

• Lead substantial programmes of work, identifying opportunities, resources, risks and constraints to ensure successful delivery.

• Ensure continuous quality improvement is embedded throughout all areas of responsibility.

• Lead organisational responses for local and national policy developments relevant to palliative and end of life care.

• Identify and develop opportunities for service growth, collaboration, innovation and partnership working.

System & External Influence • Provide strategic leadership for the St Michael’s involvement in One Herefordshire and wider Integrated Care System initiatives.

• Represent St Michael’s at system, regional and national forums.

• Influence system-wide planning to ensure palliative and end of life care is embedded within neighbourhood and integrated care models.

• Develop and maintain strong partnerships with commissioners, providers, primary care, local authority partners and voluntary sector organisations.

• Lead pathway development and service integration initiatives across organisational boundaries.

• Promote St Michael’s as a trusted system partner and centre of excellence for palliative care.

• Ensure St Michael’s has a strong voice in shaping future health and care provision.

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Care Services Director Role Specification

Quality, Safety and Governance • Provide executive leadership for patient safety, clinical quality, governance and risk management.

• Ensure effective systems, processes and assurance frameworks are in place to deliver safe, high-quality care.

• Monitor care quality, safety performance and regulatory compliance across all services.

• Ensure learning from incidents, complaints, audits, safeguarding concerns and patient feedback is embedded into service improvement.

• Maintain oversight of safeguarding arrangements across the organisation.

• Ensure compliance with Care Quality Commission standards and all relevant statutory, regulatory and contractual requirements.

• Promote a culture of openness, transparency and continuous improvement.

Workforce, Education and Organisational Development • Work in partnership with the People Director to develop and implement workforce strategies that support organisational objectives and future service models.

• Lead the development of future workforce plans that enable integrated, neighbourhood-based and multidisciplinary care delivery.

• Support the design of innovative workforce models and new roles to meet emerging care needs.

• Work closely with the Lead Teacher Practitioner to ensure education, training and professional development programmes support workforce capability and service priorities.

• Promote professional development, leadership growth and succession planning across care services.

• Foster a culture that supports recruitment, retention, wellbeing and workforce engagement.

12.

Care Services Director

Role Specification

Financial Management and Performance • Provide strategic oversight of care services budgets and financial performance.

• Monitor organisational care performance against agreed objectives, quality measures, activity targets and contractual requirements.

• Support the development and monitoring of service agreements, contracts, service plans, KPIs and financial frameworks.

• Ensure resources are utilised effectively to maximise value, quality and sustainability.

• Provide assurance to the CEO and Board regarding the performance, financial position and effectiveness of care services.

Leadership and Culture • Champion the St Michael’s values and behaviours and promote a culture of compassion, collaboration, accountability and excellence.

• Promote harmonious and effective working relationships across departments, professions and partner organisations.

• Lead organisational change in a manner that supports workforce engagement and positive outcomes.

• Act as an ambassador for St Michael’s at all times.

• Participate fully as a member of the Executive Leadership Team and other leadership forums.

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Care Services Director Role Specification

Communication • Provide high-quality reports, presentations and assurance updates to the Board, Executive Leadership Team and external stakeholders.

• Lead communications relating to care strategy, service development and system integration activity.

• Present complex information clearly to a variety of audiences.

• Ensure St Michael’s contribution to system-wide initiatives is effectively communicated and understood.

• Maintain effective relationships with commissioners, regulators and partner organisations.

• Ensure the patient, family and community voice informs service planning and decision making.

Care Quality Commission Nominated Individual • Act as the Care Quality Commission Nominated Individual for St Michael’s Hospice.

• Ensure systems and processes are in place to support compliance with legal, regulatory and registration requirements.

• Provide assurance to the CEO and Board regarding regulatory performance and organisational readiness.

• Lead organisational preparations for CQC inspections and assessment activity.

• Act as a key point of contact with regulators and external assurance bodies.

14.

Care Services Director

Peson Specification Specialist Knowledge Essential:

• Registered healthcare professional.

• Educated to Master’s level.

• Significant senior leadership experience within healthcare, hospice, community or integrated care settings.

• Experience of leading strategic development and organisational transformation.

• Demonstrable experience of partnership working across organisational boundaries and at the most senior levels.

• Experience of system leadership, commissioning, integrated care or neighbourhood health models.

• Significant experience of service redesign and quality improvement.

• Significant experience of governance, quality, patient safety and risk management.

• Experience of influencing senior stakeholders and system partners.

• Experience of commissioning or contract management.

• Experience of budget management, business planning and performance reporting.

• Excellent communication and relationship-building skills.

• Strong analytical, strategic and organisational skills.

• Excellent IT and digital literacy skills.

Desirable: • Experience of working with or within an Integrated Care System.

• Experience of regulated health or social care services.

• Qualification in leadership, management or organisational development.

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Care Services Director Person Specification

Skills & Behaviours Leadership Leads, inspires and empowers others to deliver organisational objectives while promoting innovation, accountability and excellence.

Strategic Thinking Demonstrates the ability to interpret complex information, anticipate future challenges and opportunities and develop effective strategic responses.

Partnership Working Builds productive relationships and collaborates effectively with internal and external stakeholders.

Communication Communicates clearly, confidently and persuasively with workforce, leaders, partners and external agencies.

Decision Making Makes informed and timely decisions using evidence, judgement and organisational values.

Influencing Successfully influences stakeholders at all levels to achieve positive outcomes for patients, services and the organisation.

Change Management Leads and supports others through change with resilience, sensitivity and clarity.

Customer Service Orientation Demonstrates a commitment to delivering excellent services for patients, families and communities.

Resilience Maintains professionalism, positivity and effectiveness under pressure.

Special Conditions • This post is conditional to an enhanced Disclosure and Barring Service (DBS) Check.

• Requirement to work flexibly according to the needs of the service.

• Requirement to travel across the locality and wider system as necessary.

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Our Values “What matters to you is what’s important to us” To ensure we deliver upon this every day, we empower people to work collaboratively to reach the best possible decisions, realise them in the best possible way and at the best possible time.

We value: - Knowledge, judgment, and kindness in reaching the best possible decisions, - courage, integrity, and passion in realising those decisions in the best possible way, and - honesty, empathy, and determination in doing so at the best possible time.

Living our values influences the way we behave. The way we behave informs the way we do things.

The way we do things is the St Michael’s way.

Equal Opportunities Statement At St Michael’s Hospice we are committed to an equal opportunities approach in everything we do.

This means that we seek to ensure anyone connected with St Michael’s, from patients and families through to donors, supporters, and workforce are treated fairly, appropriately and with dignity and respect.

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How to apply Care Services Director Single Spinal Point: 46-48-50 Salary: £81,619-£93,299 Hours: 37.5 Department: Executive Leadership Team Location: St Michael’s Hospice, Bartestree Reports to: Chief Executive Officer Direct Reports: Director of Nursing Director of Care

Benefits • 30 days annual leave + bank holidays • Onsite café with freshly prepared meals both in Bartestree & Whitestone • Social events throughout the year • Free parking • Access to lottery membership • Free will writing service • Wide range of wellbeing initiatives/support • Access to Blue Light Card and Charity Workers Discount • Various discounts from local suppliers • NHS Pension (transferrable from existing schemes)

Information Requirements References Two references will be required in relation to past employment including one from your latest employer. References should cover work carried out in the past three years.

Declaration of Interests The successful candidate will be required to declare any conflict of interests in relation to relevant matters.

Qualifications The successful candidate will be required to submit and verify the required academic, professional and personal qualifications and accreditations. A satisfactory disclosure from the Disclosure and Barring Service (DBS) will be required. For more information, contact the DBS on: 0870 909 0811 or visit: www.homeoffice.gov.uk/dbs

How to apply Apply online via our website: www.st-michaels-hospice.org.uk/vacancies/ Or for more information, please email: recruitment@smhospicehereford.org

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If you have any queries or would like more information in regard to this document, please contact: Lisa O’Neil - People Director E: loneil@smhospicehereford.org D: 01432 851000

Supporting your Hospice St Michael’s Hospice provides all its care free of charge to patients, their families and carers. This care is made possible by supporters taking part in fundraising events, playing our lottery, shopping at our retail outlets, making charitable donations and leaving gifts in their wills.

St Michael’s Hospice Bartestree Hereford HR1 4HA Telephone 01432 851 000 st-michaels-hospice.org.uk Registered Charity No: 511179 24-Hour Advice Line: 01432 852 080