Chief Executive Application Pack October 2020
Openness, Honesty Dignity and Respect Quality and Teamwork Care and Compassion and Responsibility Contents
Welcome from the Chair 3
About NHS 24 5
Our Organisation 5
Our Strategy 6
What We Do 7
Our Workforce 8
NHS 24 Board 9
Further Information 9
Dignity and Respect
NHS24 - Chief Executive Officer Page 2 of 10 Openness, Honesty Dignity and Respect Quality and Teamwork Care and Compassion and Responsibility Welcome from the Chair
Dear Applicant
NHS 24 is a National Health Board within NHS Scotland and is best known for the delivery of the 111 service, which is at the forefront of delivering safe and effective urgent care and support to the public. The Board also delivers a range of other urgent care and scheduled services, which support partner NHS Boards and other parts of the public sector. As a national board we have centres covering the geography of Scotland.
NHS 24 has primarily, until recently, delivered services when GP practices are closed. Over the last few years, the Board has been expanding its role and services, taking a much more front and centre role in the delivery of health and care services to the people of Scotland. This strategy has accelerated in response to the COVID 19 pandemic, leading to a rapid programme of growth and change.
As a national board, we collaborate and intersect with a wide range of public partners. The judicious and careful development of these relationships is critical to our success and delivering value add services to the wider health and care system. The development of our digital functionality and services and our emerging close collaboration with Public Health Scotland are key to our future success.
The response of NHS Scotland to the coronavirus pandemic, has seen rapid and innovative Dignity and Respectredesign and delivery of services, particularly in the digital space. NHS 24 has been at the forefront of this change, including the expansion of our digital technologies and information services and contributing to and delivering key components to the Redesign of Urgent Care.
The post of Chief Executive has become available at a pivotal point in our development, due to the scheduled retirement of our Chief Executive and presents a unique opportunity to shape the future direction of the Board. The successful candidate will lead a whole system approach to transformational change in collaboration with partners. Developing high quality relationships with partners and stakeholders based on trust and values is key. We are seeking candidates from a diverse range of backgrounds who will have that mix of experience, skills and attributes to lead the organisation to the next level of its development.
Our new Chief Executive must demonstrate and live the NHS Scotland leadership values, demonstrating the core competencies of collaboration and influencing, being able to set a compelling vision and direction for the organisation to follow, motivate and inspire and be able to empower all staff in delivering and being creative and innovative in their role.
As Accountable Officer, the Chief Executive is accountable for the planning, financial stewardship, management of risk and delivery of strategic and operational objectives.
I have alluded to the leadership of transformational change in our role and scope of our service delivery. The Board also recognises that the development of our culture and the organisation as well as leadership and workforce development is integral to our successful growth.
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Openness, Honesty Dignity and Respect Quality and Teamwork Care and Compassion and Responsibility At the heart of this is our workforce, our values and behaviours we display to each other which need to demonstrated and lived in the Chief Executive. We are looking for a Chief Executive who will lead and shape the future of NHS24, commanding the confidence of the Board, the Executive Management Team and our partners.
This role presents a unique opportunity for a candidate who wishes to make a significant and whole system change to the delivery of high-quality services to the people of Scotland. I hope, having read my letter, and the accompanying documents, you will be inspired to apply and bring your particular skills to NHS 24.
Dr Martin Cheyne Chair, NHS 24
Further Information: Should you wish any further information about the post or the NHS in Scotland please contact Dorothy Wright at [email protected]
Should you wish to discuss the role of a Chief Executive in NHS Scotland please contact John Connaghan, Interim Chief Executive, NHS and Social Care, at the Scottish Government (john. [email protected])
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Openness, Honesty Dignity and Respect Quality and Teamwork Care and Compassion and Responsibility About NHS 24 NHS 24 works with key partners in Scottish Government, Health Boards, particularly the Scottish Ambulance Service, Health and Social Care Partnerships, Local Authorities, other parts of the public sector e.g. Police Scotland, Independent and Voluntary Sectors and Social Care.
NHS 24 delivers the national contact centre responsible for providing a range of telehealth and telecare services to the public. NHS 24 also supports and facilitates developments in telehealth and telecare to improve the health and wellbeing of the people of Scotland. Our Organisation
Purpose of NHS 24
Our purpose is in helping to deliver a healthier Scotland by connecting people to health and care advice, information and support 24/7
Strategic Direction of NHS 24
NHS 24 has for a number of years delivered ‘out of hours’ services in support of the wider health and care system. In addition to this service we have expanded the delivery of our digital health and care services, which have taken on a much higher public profile and importance in response to the Covid-19 pandemic.
Scottish Government has now asked that NHS 24 deliver an expanded and more integrated role in the delivery of health and care services. This is in response to increasing demands on the health and social care system as well as the need to find new ways of delivering safe and accessible services to the people of Scotland.
The NHSScotland programme to redesign the urgent care national pathway will have an impact across the whole organisation including our Strategic Relationship management, Workforce Leadership & Management, Integration of our Digital Assets into our Service Model and Estates Strategy.
This step change in our role brings challenges and significant opportunities for NHS 24 now and in the years to come. This requires us to work as part of the wider political, fiscal and policy envi- ronment and is a key leadership role for the NHS 24 Chief Executive. This ‘systems leadership’ approach must be reflected in the skills, aptitudes and ways of working of the Executive Management Team, leaders and staff across the organisation.
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Openness, Honesty Dignity and Respect Quality and Teamwork Care and Compassion and Responsibility The NHS 24 Digital Strategy requires on-going development, including the delivering of our Connect Programme and is critical to our organisation taking on that more integrated service deliv- ery role. Building digital capability to support delivery of our priorities and playing a central role in the delivery of Scotland’s Digital Health and Care strategy is a key leadership role for our Chief Executive. Our Strategy
Our Strategy has three main themes:
• Supporting people to live longer, healthier lives; • Alignment with national healthcare strategies; and • Building a stronger organisation.
Our services are delivered across a range of channels, including telephone, online, web chat, text, email and social media. To support achievement of the Strategy, our delivery principles are:-
• Virtual and public facing; Multiple channels and technologies; Serving everyone in Scotland according to their need; Supporting the whole healthcare system; Delivering services 24/7; Supporting self-management; Best value and sustainability; A strong and supported workforce
Our Purpose and ambitions – which has been significantly advanced in recent months- are deliv- ered through our key priorities and our organisational improvement programme to ‘make it happen’.
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Openness, Honesty Dignity and Respect Quality and Teamwork Care and Compassion and Responsibility Supporting Public Health Priorities
NHS 24 has a key role in supporting the wider health agenda in Scotland working with partners in Public Health Scotland and the Scottish Ambulance Service. NHS 24 is a data rich organisation, and there is significant potential to develop the use of shared data and intelligence to support national early warning systems for unscheduled care and to address public health inequalities through shared data and improved intelligence.
Estates Strategy
NHS 24 is undertaking a rapid redesign and expansion of our estate. In addition to delivering a complex and sensitive stakeholder management role with a number of external partners, the Chief Executive will be required to integrate our Digital and Estates Strategy to deliver a flexible and financially sustainable delivery model for the future. What We Do
The people of Scotland have a right to expect wholly accessible and clinically assured services from NHS 24. Involvement of the public, engaging with those who use and do not use our services is a core principle. Equalities and inclusion principles shape our service development and imple- mentation.
As described the range of our service delivery has expanded rapidly in the last six months.
Our Services
• 111 Service - (including the Cancer treatment helpline and Scottish Emergency Dental Servic- es). A single access point through 111 to the public 24/7.
• NHS inform - our health and care platform delivers significant access to quality assured Health and care content for the public and a professional audience. NHS inform has been positioned by Scottish Government as the single source for quality assured health information for the pub- lic throughout the Covid-19 pandemic. The development of our national digital assets during the pandemic has contributed to the changed way in which the public are accessing health and care services.
• Mental Health Services - delivering a growing range of Mental Health Services including the recent implementation of the Mental Health Hub available 24/7 and accessed through ‘111’; the Mental Health Hub has been at the forefront of the Scottish Government’s expansion of the Distress Brief Intervention Programme
• Care Information Scotland - advice for members of the public who look after someone, need care themselves or are planning for future care needs
• Quit Your Way Scotland - phone/chat line service with a trained adviser from Scotland’s na- tional stop smoking services
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Openness, Honesty Dignity and Respect Quality and Teamwork Care and Compassion and Responsibility MSK Helpline - a phone service for people experiencing symptoms of Muscoskeletal disorders [this service is currently suspended, as staff have been redeployed as part of our COVID-19 re- sponse].
Self Help Guides - self-help guides provide information on some of the more common things peo- ple call us about.
Response to the COVID 19 Pandemic
• Responding to an increase in call volumes and the complexity of calls following the ‘stand down’ primary care dentistry services • Design and implementation of a new national pathway for symptomatic COVID 19 accessed via ‘111’ and available 24/7; establishment of a National- non-clinical COVID 19 helpline • Support to the expansion and development of Distress Brief Intervention and delivery of en- hanced Mental Health Hub role • Digital • automated SMS messages to any caller into the 111 service (tagged as being COVID relat- ed); and proactive outbound SMS messaging approach top users of the 111 service about the COVID Hub on NHS inform • On-line COVID Hub on NHS inform • Alert bars and signposting on each GP Scot website • Chatbot for COVID 19 • NHS 24 COVID 19 App
And in addition
Significant collaboration with Public Health Scotland to refine our data intelligence to best demon- strate our contribution and activity across the whole system
Advising and influencing Scottish Government policy and practice using rich NHS 24 data sets
Significant recruitment programme at scale and pace to meet enhanced service delivery
Remote working / collaboration and communication to enable all appropriate staff to work from home Our Workforce
As a national board, NHS 24 has staff based in centres across Scotland, with our largest staff cohort based in West Central Scotland.
We have a total staffing complement of circa 1,600 staff with around 80% of that staffing cohort directly employed in the delivery of our national call centre operations.
Due to the rapid expansion of services, we have an increasing number of staff on fixed term con- tracts linked to additional temporary funding. Consolidating our expanded role within national health and care delivery, is a key leadership role for our Chief Executive.
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Openness, Honesty Dignity and Respect Quality and Teamwork Care and Compassion and Responsibility The NHS24 workforce is the primary driver of our ability to achieve and sustain the transformation- al change in what we need to do and how we need to deliver.
Continually improving communication and dialogue with our staff, our culture and ways of working that embrace the NHS Scotland values is core to the delivery of a sustainable and engaged work- force. Embracing the ‘office of the future’, integrating organisational and workforce development planning with our strategic objectives is key to our future success
NHS 24 Board
We are one of 7 National Health Boards and have a commitment to effective governance, scrutiny and transparency (A Blueprint for Good Governance).
For more information on the NHS 24 Board can be found on our website.
Corporate website: https://www.nhs24.scot/
Link to 2017-22 Strategy, Workforce Plan, Operating Plan and other corporate documents:
https://www.nhs24.scot/plans/corporate-plans/?lang=en
Blueprint for Good Governance: https://www.sehd.scot.nhs.uk/dl/DL(2019)02.pdf
Scotland’s Digital Health and Care Strategy https://www.gov.scot/publications/scotlands-digital-health-care-strategy-enabling-connecting-em- powering/ Further information
www.nhs24.nhs.uk
NHS24 Strategy:
Workforce Plan:
Blueprint for Good Governance:
Scotland’s Digital Health and Care Strategy:
twitter.com/nhs24
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Openness, Honesty Dignity and Respect and Responsibility Quality and Teamwork Care and Compassion NHS24 - Chief Executive Officer Page 9 of 10 Openness, Honesty Dignity and Respect Quality and Teamwork Care and Compassion and Responsibility