QUEST Programme Lead

NHS National Services Scotland; Scotland; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading healthcare provider in Scotland is seeking a dedicated professional to manage operational metrics and lead the newly established QUEST division. This role involves developing performance standards and supporting effective patient care delivery. Candidates should possess strong leadership and data analysis skills, with a commitment to a value-based approach to healthcare. This position requires some out-of-hours work during peak demands.

Qualifications

• Experience in health and social care partnerships (HSCPs) preferred.
• Ability to interpret and analyze data.
• Value-based leadership approach is essential.

Responsibilities

• Monitor operational performance metrics across NHS.
• Develop QUEST command center and dashboards.
• Communicate key operational issues to stakeholders.
• Create Standard Operating Procedures for the QUEST centre.

Skills

Knowledge of healthcare systems

Strong leadership skills

Data analysis

Relationship building

Job description

This vacancy is open only to current employees of NHS Greater Glasgow and Clyde and our Health and Social Care Partnership organisations.

Transforming Urgent Care: Join the Team at NHS Greater Glasgow & Clyde’s Interface Division

NHS Greater Glasgow & Clyde is proud to be one of the UK’s largest healthcare systems. Right now, we’re embarking on one of Scotland’s most ambitious change programmes. Guided by our aim for Better Health, Better Care, Better Value, and a Better Workplace, we’re reimagining how urgent care is delivered for our communities.

At the heart of this transformation is our newly established Interface Division. This exciting division has been created to drive bold innovation, strengthen integration between primary and secondary care, and put patients firmly at the centre of everything we do.

Over the next three years, the division will lead a series of ground‑breaking developments. These include our pioneering FNC+Plus care model, the launch of one of the UK’s largest Virtual Hospital with 1,000 virtual beds and clinics, the introduction of Electronic Triage at our hospital front doors, and the creation of Rapid Assessment & Care (RAaC) units to ensure patients receive timely and seamless support.

The Interface Division will also support QUEST, our escalation and decompression to create flow through our system working collaboratively with HSCPs, Acute and external partners as a whole system. The QUEST command centre will oversee a suite of operational metrics in real time to enable it to provide a timely response at a system level and assisted in delivering the right care at the right time.

This is about more than improving services it’s about transforming the way care is experienced. By shifting the balance of care closer to home, enhancing patient pathways, and reducing delays, we will ensure people receive the right care, in the right place, at the right time.

Now is the perfect time to join us. Be part of a forward‑thinking, values driven team that is shaping the future of urgent care across Greater Glasgow & Clyde and help us build a healthier, more connected system for all.

Scope and Range

This post will be accountable to the Director of Interface for the management of our QUEST response and for ensuring that service provision is underpinned by NHS Greater Glasgow and Clyde values and a culture of person‑centred care.

The high level objectives of this role, aligned to the attached job description, will be to:

• Maintain a live situational awareness of the operational position across NHS Greater Glasgow and Clyde QUEST centre by monitoring, collecting, collating and analysing a range of performance metrics so targets remain within the agreed operational thresholds to support the roll out of QUEST. This will involve working closely with SCDM and the Interface SMT as well as the wider system including HSCPs, Acute and external partners such as SAS.
• Develop the QUEST command centre and dashboards in the current FNC building and the emerging systems and processes required given it is a new development for NHS GG&C.
• Effectively and timely communicate with the key stakeholders by identifying rising tides of pressure related to daily operations and immediate or potential patient safety issues to enable response and resolution by deploying dynamic tasks in alignment with the developing actions cards including coordinating the QUEST or QUEST+ huddles to support the Interface SMT but the wider system. Ensure actions are coordinated across the system with clear action and decision logs.
• Develop Standard Operating Procedures and Operational Standards for the QUEST centre.
• Effectively manage available escalation systems and intelligence to ensure active interventions are available to mitigate and recover GG&C performance and to ensure optimal patient safety by working collaboratively with HSCPs, Acute and Interface in a system‑wide response.
• Provide and receive complex and sensitive information, produce briefing for a large and multiple teams including Directors, senior managers internally.
• Follow up on key lines of enquiry as necessary including understanding the other Boards response to escalations, issues and delays at system and local level such as SAS and NHS 24.
• Work with the wider all teams and other key stakeholders to help build national, regional and local confidence in supporting resolution of operational issues.
• Use previous collective experience and lessons to improve operational efficiency.

We are looking for an individual who has knowledge of the whole system, preferably with experience of working in HSCPs and Acute along with awareness of external partners. Given this is a new initiative strong planning and leadership skills are required as well as an ability to interpret and analyse data. A value‑based leadership approach is essential as it needs the whole system to work together in a new way for the benefit of our population so strong relationship building skills. This post will involve out of hours working on occasion to support the QUEST approach across GG&C especially at times of increased pressure.

• Informal enquiries to Lorraine Cowie, Director of Interface [e-mail] or Leanne Connell, Chief Nurse.

Be part of the change. Together, we’re creating tomorrow’s care.

Details on how to contact the Recruitment Service and the Recruitment Process: Information for candidates

NHS Greater Glasgow and Clyde- NHS Scotland encourages applications from all sections of the community. We promote a culture of inclusion across the organisation and are proud of the diverse workforce we have.

Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We support applications from across the Armed Forces Community, recognising military skills, experience and qualifications during the recruitment and selection process.

Candidates should provide original and authentic responses to all questions within the application form. The use of artificial intelligence (AI), automated tools, or other third‑party assistance to generate, draft, or significantly modify responses is strongly discouraged. By submitting your application, you confirm that all answers are your own work, reflect your personal knowledge, skills and experience, and have not been solely produced or altered by AI or similar technologies. Failure to comply with this requirement may result in your application being withdrawn from the application process.

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