Head – Nursing Services (HNS)

The Head – Nursing Services (HNS) is responsible for providing strategic, professional, clinical, and operational leadership for all nursing services across Washington Healthcare’s medical centers and relevant healthcare service areas.

The HNS is accountable for establishing and maintaining high standards of nursing care, patient safety, nursing practice, staffing, workforce development, clinical supervision, infection prevention, patient experience, and nursing quality improvement.

The position works closely with the Chief Clinical Officer, Medical Leadership, Nursing Managers, Physicians, Human Resources, Quality Assurance, Pharmacy, Diagnostics, Infection Prevention and Control, Biomedical Engineering, Procurement, and other departments to ensure coordinated and effective patient care.

The HNS will lead the development and implementation of nursing policies, standards, protocols, staffing plans, competency programs, performance management systems, and quality improvement initiatives.

The position will also ensure that nursing services are delivered in accordance with applicable Ethiopian healthcare regulations, professional nursing standards, organizational policies, ethical requirements, and recognized best practices.

KEY RESPONSIBILITIES:

1. Nursing Strategic and Operational Leadership Duties

• Develop and implement the nursing services strategy in alignment with Washington Healthcare’s organizational strategy and operational priorities.
• Provide overall professional and operational leadership for nursing services across the organization’s medical centers and applicable service areas.
• Develop annual nursing operational plans, objectives, priorities, and performance targets.
• Establish clear standards, responsibilities, accountability mechanisms, and performance expectations for nursing teams.
• Ensure effective coordination of nursing services across inpatient, outpatient, emergency, critical care, operating theatre, maternity, and other relevant clinical areas.
• Ensure continuity and appropriate coverage of nursing services across all shifts.
• Identify operational challenges affecting nursing services and implement timely corrective actions.
• Collaborate with the CCO and senior management on strategic decisions affecting nursing operations and patient care.
• Ensure nursing services are adequately prepared to support organizational growth, new services, and expansion initiatives.

2. Nursing Care Quality and Patient Safety Duties

• Establish and maintain high standards of safe, effective, compassionate, and patient-centered nursing care.
• Develop, implement, and regularly review nursing standards, policies, procedures, protocols, and clinical guidelines.
• Monitor compliance with nursing standards and identify areas requiring improvement.
• Promote evidence-based nursing practice throughout the organization.
• Ensure appropriate patient assessment, care planning, implementation, monitoring, documentation, and evaluation.
• Monitor nursing-related patient safety incidents and ensure appropriate investigation and corrective action.
• Establish systems for reducing medication errors, falls, pressure injuries, healthcare-associated infections, and other preventable patient safety events.
• Ensure appropriate escalation and management of deteriorating patients.
• Promote effective clinical handover and communication among nursing and multidisciplinary teams.
• Ensure appropriate documentation and confidentiality of patient information.
• Participate in clinical audits and quality improvement initiatives.

3. Nursing Workforce Planning and Staffing Duties

• Develop nursing workforce plans based on patient volume, acuity, service requirements, and organizational capacity.
• Ensure appropriate nurse-to-patient staffing and skill mix within each clinical area, subject to applicable standards and organizational requirements.
• Work closely with HR and department managers to recruit qualified nursing professionals.
• Participate in the selection, interviewing, appointment, orientation, and deployment of nursing staff.
• Monitor staffing levels, absenteeism, turnover, overtime, and workforce utilization.
• Ensure appropriate allocation and deployment of nursing staff across shifts and departments.
• Develop succession and contingency plans for critical nursing positions.
• Identify staffing gaps and recommend appropriate corrective actions to management.
• Ensure adequate nursing coverage during emergencies, high patient volumes, and unexpected staff shortages.

4. Nursing Leadership and Supervision Duties

• Provide leadership and professional direction to Nursing Managers, Nurse Supervisors, Charge Nurses, and nursing teams.
• Establish clear reporting and accountability structures within Nursing Services.
• Conduct regular meetings with nursing leadership to review operational and clinical performance.
• Monitor the performance of nursing managers and supervisors.
• Provide coaching, mentoring, and professional guidance to nursing leaders.
• Develop nursing leadership capacity and succession planning.
• Promote teamwork, professional conduct, accountability, respect, and effective communication.
• Address nursing-related performance and disciplinary issues in collaboration with HR and relevant management.
• Recognize and promote high-performing nursing staff and teams.

5. Nursing Competency, Training and Professional Development Duties

• Establish and maintain a comprehensive nursing competency and professional development program.
• Identify training needs based on clinical requirements, performance gaps, incidents, audits, and emerging healthcare practices.
• Develop annual nursing training and development plans.
• Ensure appropriate orientation and induction of newly recruited nurses.
• Establish competency assessment systems for critical nursing procedures and specialized clinical areas.
• Promote continuing professional development and lifelong learning among nursing staff.
• Coordinate clinical education, mentorship, coaching, and skills development programs.
• Ensure nursing staff maintain appropriate professional registration, licenses, certifications, and required competencies.
• Support career development and succession planning for nursing professionals.
• Promote evidence-based practice, clinical learning, and knowledge sharing.

6. Patient Experience and Nursing Customer Service Duties

• Promote a culture of compassionate, respectful, and patient-centered nursing care.
• Ensure nurses communicate effectively with patients and their families.
• Establish nursing service standards for communication, responsiveness, dignity, privacy, and respect.
• Monitor patient feedback and complaints related to nursing services.
• Ensure nursing-related complaints are investigated and resolved promptly.
• Develop service recovery initiatives where patient expectations have not been met.
• Monitor nursing responsiveness to patient needs and requests.
• Promote respectful treatment of patients regardless of background or circumstances.
• Work with the Patient Experience/Customer Service function to improve the overall patient journey.
• Ensure nurses understand that every patient interaction is an opportunity to build trust and confidence in Washington Healthcare.

7. Infection Prevention and Control Duties

• Work closely with the Infection Prevention and Control team to strengthen infection prevention practices.
• Ensure compliance with hand hygiene, personal protective equipment, isolation, sterilization, waste management, and other infection prevention requirements.
• Monitor nursing compliance with infection prevention policies and procedures.
• Participate in surveillance and investigation of healthcare-associated infections.
• Ensure appropriate implementation of infection prevention measures during outbreaks or infectious disease emergencies.
• Promote continuous education of nursing staff on infection prevention and control.
• Monitor compliance with appropriate nursing practices related to infection prevention.

8. Medication Safety and Clinical Coordination Duties

• Collaborate with Pharmacy and Medical Leadership to promote safe medication administration practices.
• Ensure nurses follow established medication administration procedures and protocols.
• Monitor medication errors, near misses, and adverse drug events involving nursing services.
• Ensure appropriate documentation of medication administration.
• Promote safe practices related to high-alert medications and controlled medicines.
• Work with physicians, pharmacists, and other healthcare professionals to resolve medication-related nursing issues.
• Ensure appropriate escalation of medication-related incidents and patient safety concerns.

9. Nursing Documentation and Information Management Duties

• Ensure accurate, complete, timely, and confidential nursing documentation.
• Establish standards for nursing records, care plans, progress notes, handover documentation, and discharge documentation.
• Conduct regular audits of nursing documentation.
• Identify documentation gaps and implement corrective measures.
• Promote effective use of electronic health records and other healthcare information systems.
• Ensure nursing data is accurately captured and available for quality and management reporting.
• Maintain confidentiality and appropriate access to patient information.
• Ensure nursing records are maintained in accordance with organizational and regulatory requirements.

10. Quality Improvement, Audit and Accreditation Duties

• Lead nursing participation in organizational quality improvement programs.
• Develop nursing quality indicators and monitor performance against established targets.
• Conduct or coordinate nursing audits and clinical practice reviews.
• Analyze nursing performance data and identify improvement opportunities.
• Develop and monitor corrective and preventive action plans.
• Participate in accreditation preparation and assessment activities.
• Ensure nursing policies, practices, documentation, and standards meet applicable accreditation requirements.
• Promote a culture of continuous improvement across Nursing Services.
• Ensure lessons from incidents, complaints, audits, and patient feedback are incorporated into nursing practice.

11. Nursing Performance Management and KPI Duties

• Develop appropriate Key Performance Indicators (KPIs) for Nursing Services.
• Establish measurable performance targets for nursing departments and managers.
• Monitor nursing performance through regular reports, audits, observations, and data analysis.
• Track indicators such as:
  • Nurse-to-patient staffing levels
  • Patient falls
  • Pressure injuries
  • Medication errors
  • Infection prevention compliance
  • Nursing documentation compliance
  • Patient complaints
  • Patient satisfaction
  • Nursing response times
  • Staff absenteeism and turnover
  • Training and competency compliance
• Conduct regular performance reviews with nursing leaders.
• Develop and implement improvement plans where performance falls below established standards.
• Report nursing performance and key risks to the COO and relevant management committees.

12. Clinical Risk Management and Incident Management Duties

• Identify and assess risks associated with nursing practice and patient care.
• Ensure nursing-related incidents are reported through established organizational systems.
• Participate in investigation of serious incidents, near misses, and adverse events.
• Ensure root-cause analysis is conducted where appropriate.
• Develop corrective and preventive action plans.
• Monitor implementation and effectiveness of corrective actions.
• Escalate serious clinical risks and patient safety concerns to the COO and appropriate clinical leadership.
• Promote a culture of incident reporting, learning, transparency, and patient safety rather than blame.

13. Collaboration with Medical and Multidisciplinary Teams

• Establish effective working relationships between nursing teams and physicians.
• Promote multidisciplinary collaboration in patient care.
• Participate in multidisciplinary meetings, clinical committees, quality committees, and management meetings as required.
• Ensure nursing perspectives are appropriately represented in clinical and operational decision-making.
• Facilitate effective communication between nursing, medical, pharmacy, laboratory, radiology, rehabilitation, nutrition, and other clinical services.
• Support development and implementation of multidisciplinary clinical pathways.
• Promote teamwork and coordinated care throughout the patient journey.

14. Resource, Equipment and Supply Management Duties

• Ensure nursing departments have adequate medical supplies, equipment, consumables, and other resources required for safe patient care.
• Work with Procurement, Stores, Pharmacy, Biomedical Engineering, and Finance to address resource requirements.
• Monitor appropriate utilization of nursing supplies and equipment.
• Identify wastage, misuse, shortages, and operational inefficiencies.
• Ensure nursing equipment is appropriately maintained and available for use.
• Participate in procurement planning and evaluation of nursing-related medical equipment and supplies.
• Ensure appropriate reporting of damaged, malfunctioning, or unavailable equipment.
• Promote responsible use of organizational resources.

15. Emergency Preparedness and Crisis Management Duties

• Ensure Nursing Services are prepared to respond effectively to emergencies and disasters.
• Develop and maintain nursing emergency response procedures.
• Participate in organizational emergency preparedness and business continuity planning.
• Ensure nursing staff are trained in emergency response procedures.
• Coordinate nursing workforce deployment during emergencies and mass-casualty events.
• Ensure appropriate staffing and resource mobilization during unexpected increases in patient volume.
• Participate in emergency drills and post-event evaluations.
• Ensure lessons learned from emergencies are incorporated into future preparedness plans.

16. Regulatory and Professional Compliance Duties

• Ensure nursing services comply with applicable Ethiopian healthcare laws, regulations, professional standards, and licensing requirements.
• Ensure nurses maintain appropriate professional registration and authorization to practice.
• Maintain awareness of changes in nursing and healthcare regulatory requirements.
• Ensure organizational nursing policies are consistent with applicable professional and regulatory requirements.
• Support regulatory inspections and external assessments.
• Ensure findings related to Nursing Services are appropriately addressed.
• Promote ethical nursing practice and professional accountability.
• Maintain high standards of confidentiality, integrity, and professional conduct.

17. Financial and Budget Management Duties

• Participate in the development of the annual Nursing Services budget.
• Monitor nursing-related expenditures in collaboration with Finance and the COO.
• Ensure effective and responsible utilization of nursing resources.
• Identify opportunities for improving nursing productivity and reducing unnecessary costs.
• Support workforce cost optimization without compromising patient safety or quality of care.
• Participate in business cases and investment proposals involving nursing services, equipment, staffing, training, and technology.
• Monitor budget utilization and recommend corrective actions where necessary.

18. Policy, Procedure and Governance Duties

• Develop, review, update, and implement nursing policies, procedures, protocols, and standards.
• Ensure nursing policies are communicated effectively to all relevant staff.
• Monitor compliance with approved policies and procedures.
• Establish appropriate governance mechanisms for Nursing Services.
• Participate in relevant clinical and organizational committees.
• Ensure nursing decisions are appropriately documented and communicated.
• Maintain proper records related to nursing governance, audits, meetings, incidents, and performance.

19. Other Duties as Required

• Participate in strategic planning and organizational development initiatives.
• Support quality improvement, accreditation, and patient safety programs.
• Represent Nursing Services in internal and external meetings when delegated.
• Support introduction of new clinical services and technologies.
• Participate in organizational research and evidence-based practice initiatives where applicable.
• Provide professional advice to the CCO and senior management on nursing-related matters.
• Perform other duties and responsibilities assigned by the COO or senior management.

• Bachelor’s Degree in Nursing, Nursing Science, or a related healthcare field.
• Master’s Degree in Nursing, Nursing Administration, Healthcare Administration, Public Health, or a related field is highly preferred.
• Valid professional nursing registration/license in Ethiopia.
• Minimum of 15 years of progressive nursing experience, preferably in a hospital or medical center environment.
• At least 8 years of experience in nursing management, nursing administration, or a senior nursing leadership position.
• Demonstrated experience managing nursing teams across multiple clinical departments.
• Experience in hospital quality improvement, patient safety, accreditation, or clinical governance is highly preferred.
• Experience working in a multi-site healthcare organization is an advantage.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong knowledge of nursing practice, nursing administration, and healthcare service delivery.
• Strong understanding of patient safety and quality improvement principles.
• Excellent knowledge of nursing standards, clinical policies, and professional ethics.
• Strong understanding of infection prevention and control principles.
• Excellent leadership and team management skills.
• Strong workforce planning and staffing management capabilities.
• Excellent communication and interpersonal skills.
• Strong clinical judgment and problem-solving ability.
• Excellent organizational and time-management skills.
• Strong analytical and reporting capabilities.
• Ability to develop and monitor nursing KPIs and performance indicators.
• Proficiency in Microsoft Office and electronic health/clinical information systems.
• Strong coaching, mentoring, and staff development skills.
• Ability to work effectively with physicians, nurses, patients, families, and multidisciplinary teams.
• Strong conflict-resolution and negotiation skills.
• High level of integrity, professionalism, accountability, and confidentiality.
• Ability to work effectively under pressure and respond appropriately to emergencies.
• Strong commitment to patient-centered care, patient safety, professional nursing practice, and continuous improvement.

CORE LEADERSHIP EXPECTATIONS

The successful Head – Nursing Services is expected to demonstrate:

Patient-Centered Leadership – Ensures that every nursing decision prioritizes patient safety, dignity, comfort, and quality of care.

Clinical Excellence – Establishes and maintains high standards of professional nursing practice.

People Leadership – Builds competent, motivated, accountable, and professional nursing teams.

Operational Excellence – Ensures nursing services are appropriately staffed, organized, coordinated, and responsive.

Quality and Safety – Makes patient safety and continuous quality improvement central to nursing practice.

Professionalism and Integrity – Maintains high standards of ethical conduct, confidentiality, accountability, and professional responsibility.

Collaboration – Builds strong working relationships between nursing, medical, administrative, and support teams.

Performance Orientation – Uses measurable indicators and evidence to improve nursing performance and patient outcomes.

Continuous Learning – Promotes competency development, evidence-based practice, coaching, and professional growth.

Crisis Leadership – Provides calm, decisive, and effective nursing leadership during emergencies and operational challenges.