Job summary
- Main area
- Private Patient- Adult Services
- Grade
- NHS AfC: Band 7
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (5-day weeks (Onsite))
- Job ref
- 196-COF10870-S
- Employer
- Guy's and St Thomas' NHS Foundation Trust
- Employer type
- NHS
- Site
- St Thomas'
- Town
- London
- Salary
- £56,276 - £63,176 p.a inclusive of HCA
- Salary period
- Yearly
- Closing
- 17/08/2025 23:59
Employer heading
Service Manager, Private Patients- Adult Services
NHS AfC: Band 7
Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services.
Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital.
Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions.
Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients.
In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research.
We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit.
Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’.
The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients.
We have one of the most ambitious capital investment programmes anywhere in the NHS.
Job overview
Guy’s & St Thomas NHS Foundation Trust
Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best-known hospitals- Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.
We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.
We have a long tradition of clinical and scientific achievement and – as part of King’s Health Partners – we are one of England’s eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for
Health Research’s biomedical research centres, established with King’s College London in 2007, as well as dedicated clinical research facilities. Royal Brompton and Harefield hospitals joined Guy’s and St Thomas’ in February 2021 and is the largest specialist heart and lung centre in the UK and among the largest in Europe. We provide treatment for people with heart and lung disease, including rare and complex conditions, offering some of the most sophisticated treatment that is available anywhere in the world.
Main duties of the job
The Private Patient Service Manager, is responsible for the effective delivery and performance, of private patient Adult services across Guys and St Thomas’ Trust sites. Reporting to the Operations Manager, the postholder oversees all aspects of private patient activity; outpatient, inpatient and outlier service coordination, consultant engagement, administrative leadership, financial management, compliance, and service improvement. The post holder requires strong leadership, resilience and excellent communication skills.
The role ensures that private patient Adult services are delivered to the highest standard of quality, efficiency, and patient experience, in line with Trust strategy and regulatory requirements. Acting with a high level of autonomy, the postholder leads multidisciplinary teams, manages complex operational challenges, and supports the modernisation and growth of private patient services. The post also plays a pivotal role in service planning, performance reporting, and project implementation, and deputises for the Operations Manager when required.
Working for our organisation
Working for our organisation, The Chief Executive Directorate within Guy’s & St Thomas’ NHS Foundation Trust (the Trust) is responsible for making profits which go directly back into our frontline NHS Clinical Services. This allows the Trust to diversify its income away from core NHS funding streams as well as to enhance our clinical, educational and research expertise.
The Chief Executive Directorate has a wide portfolio of activities including private patients, international healthcare, intellectual property and commercial research, NHS business development and retail services in addition to its commercial education and events portfolio.
The Chief Executive Directorate works to 5 core principles which are:
· It raises money for the Trust which supports the development of clinical services via clear and transparent financial flows.
· It utilises capacity that is not required for the delivery of contracted NHS activity.
· It enhances the reputation, name and brand of the Trust.
· It enables the Trust to operate more efficiently or at lower cost.
· It enables the Trust to attract more high-quality talented people.
Detailed job description and main responsibilities
Service Management & Delivery
· Lead the operational delivery of private patient services across dedicated private outpatient & Inpatient facilities; Westminster Bridge Consulting Rooms, Howard Ward, St Johns Dermatology (Wimpole Street), inclusive of Private Patient activity within NHS Outlier areas.
· Optimise patient pathways and ensure equitable access and efficient use of facilities and resources.
· Directly Manage the Customer Service Administration teams; Outpatient, Inpatient Reservations and the Enquiries team.
· Coordinate day-to-day service management/ operations, including clinic setup, resource allocation, and staff deployment.
· Act as a first point of escalation for service issues, ensuring swift resolution and business continuity.
· Monitor and report on service key performance indicators (KPIs), capacity, and throughput using Epic, Compucare, and other systems/ platforms.
· Provide data insights to inform clinical and operational decision-making.
People Management Responsibilities
· Directly line manage administrative and clerical staff across private outpatient and inpatient services, including Reservations, Enquiries, Reception, and Support functions.
· Ensure adequate staffing levels, appropriate skill mix, and team resilience to meet service needs and respond to fluctuations in demand.
· Lead recruitment, onboarding, and induction processes in line with Trust policies, ensuring new staff are well integrated and aligned with organisational values.
· Conduct regular appraisals, set objectives, manage performance, annual leave, sickness absence, staff conduct, and disciplinary actions as required in line with Trust Policies.
· Identify staff training needs, support personal development plans, and promote a culture of continuous professional development.
· Foster a supportive, accountable, and high-performing team culture through coaching, visibility, and regular communication.
· Encourage staff engagement, morale, and ownership of service improvement, creating an environment where staff feel empowered and valued.
· Manage grievances, staff conflicts, and sensitive interpersonal issues fairly and in line with Trust policies.
· Ensure staff adherence to Trust policies, procedures, and mandatory training requirements.
· Support and lead staff through periods of change, service transformation, or organisational development.
Customer Service, Quality, Risk & Compliance
· Champion a gold-standard private patient experience, ensuring services are designed and delivered with a strong focus on responsiveness, discretion, and professionalism.
· Act as a senior contact for resolving patient complaints, queries, and concerns, ensuring timely, sensitive, and effective resolution in line with Trust policies.
· Lead the collection, analysis, and use of patient feedback (e.g., surveys, comment cards, forums) to identify areas for improvement and inform service enhancements.
· Manage complaint resolution and service improvements as delegated by the Operations Manager based on feedback and incident trends.
· Ensure all administrative and patient-facing teams provide high-quality, courteous, and consistent communication with patients, families, and carers.
· Manage patient interactions involving confidential, sensitive, or emotional information with tact and empathy.
· Promote a culture of excellent customer service within teams, ensuring all staff understand and deliver on Trust values and private patient expectations.
· Oversee the implementation of service quality standards and customer service protocols, ensuring consistency across all administrative touchpoints.
· Liaise with the Patient Advice and Liaison Service (PALS), governance, and complaints teams to ensure alignment and compliance with policies.
· Ensure incidents are reported on the Trust platform RADAR, ensuring when assigned as an investigator, incidents are reviewed, investigated and closed in line with the Trust policy.
· Support the monitoring of compliance with internal and external governance and best practice requirement within the service
· Manage the implementation of effective systems, control processes and risk management arrangements in the service.
Please refer to job description for full list of responsibilities.
Person specification
Qualifications
Essential criteria
- Degree or equivalent professional qualification in healthcare business, administration or related field
Desirable criteria
- Leadership or management qualification
Experience
Essential criteria
- Extensive experience managing operational services in a healthcare or complex organisation
- Demonstrated experience in managing teams
- Budget management and financial oversight
Desirable criteria
- Experience of working in healthcare settings, ideally in a private patient environment
- Experience working with consultants and external partners
Skills
Essential criteria
- Ability to interpret and act on complex performance data and KPIs
- Excellent leadership and people management skills
- Confidence in making decisions when dealing with competing priorities
Desirable criteria
- Knowledge of Commercial business
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Gina White
- Job title
- Operations Manager, Private Patients
- Email address
- [email protected]
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