Job summary
The post holder key role is to work as part of the Acute & General Medicine Directorate Clinical Governance and Quality Improvement Patient Safety (QIPS) team to meet the governance agenda for the directorate including facilitating relevant meetings, report writing, responses to complaints, monitoring of governance processes such as Datix, guidelines, quality alerts and risk register. The post holder is also responsible to work as part of the wider team to implement quality improvement projects to enhance patient safety, reduce risk and to proactively work as part of a team to facilitate investigations and sharing of learning.
The QiPs team consists of 3 members, including B8a Senior Lead, this post and a B5 administrative support.
The post holder may also be required to provide occasional support to the Head/s of Nursing with occasional projects or management interventions to support operational challenges.
Main duties of the job
The QiPs team cover Acute & General Medicine Directorate which provides a great variety of services and specialties. It is a busy and dynamic role.
The Acute & General Medicine Directorate consists of three main areas: the 'emergency floor' (Urgent Care Centre, Emergency Department and other acute medicine services such as Acute Admissions Ward and Multi-Speciality-Assessment-Unit); general medicine wards (William Gull Ward; Hillyers (HCID); Albert Ward); stroke & neuro rehab ward (Mark Ward); Ageing & Health services (Anne Ward; Alex Ward; Henry Ward and Guy's Hospital Older People outpatient unit). There are also a number of specialist teams including Homeless team, GOLD, POPs etc.
This role includes incident management, complaints management, risk register etc and in additional quality improvement work.
About us
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.services as well as a full range of local hospital and community services forpeople 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 healthsciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research'sbiomedical research centres, established with King's College London in 2007, as well as dedicated clinical research facilities.We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect thediversity of the communities we serve and continue to develop new andexisting partnerships with local people, patients, neighbouring NHSorganisations, local authorities and charitable bodies and GPs.We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients
Job description
Job responsibilities
General operational responsibilities
- Support the QIPS team and DMT to deliver services that are safe and patient-focused and to improve patient experience and its monitoring
- Lead on patient experience initiatives as directed by Senior QIPS Lead and Head of Nursing
- Exercise delegated authority on behalf of the Senior QIPS Lead and DMT to resolve day-to-day governance and operational challenges as indicated
- Ensure relevant governance and operational difficulties are promptly escalated and contribute to the resolution of problems
- Support directorate and trust projects aimed at promoting integration and services improvements
- Facilitate data collection, audits and compile reports as indicated and delegated
- Support the DMT to manage operational challenges and lead on projects or investigations as agreed by circumstances
- Maintain own portfolio for NMC revalidation requirements
Service Delivery and Clinical Governance
- Lead and/or support the delivery of complaints and investigations responses as delegated by the Senior QIPS Lead
- Act as a point of contact for formal, informal complaints and PALS enquiries in the Directorate
- Manage junior governance team members as agreed with senior QIPS lead ensuring that regular one-to-one and PDRs (persona development reviews) are taking place
- Contribute or lead on the daily review of Datix, their housekeeping and investigation of incidents of note
- Contribute or lead to prepare multidisciplinary reviews of relevant incidents
- Contribute or lead on logging and maintaining an accurate record of complaints and progress towards deadlines
- Contribute or lead on logging and maintaining an accurate record of incidents, duty of candour and to progress towards investigation deadlines
- Support local services with compliance to DOC regulation
- Prepare or effectively delegate weekly and monthly governance reports as indicated
- Quality check draft complaints and investigations as appropriate
- Review relevant reports to ensure accuracy before circulation
- Participate to the monitoring of complaint responses and contribute to providing timely reminders to staff about deadlines
- Facilitate governance meetings as indicated (i.e. complaint meeting, multidisciplinary incident meetings, directorate QIPS meeting)
- Facilitate and assist the governance team in drafting complaint responses for complex complaints led at directorate level
- Facilitate or lead on incidents investigations as required
- Maintain effective communication with the corporate complaint team and Integrated Care provide timely updates as required
- Act as a point of contact to provide governance support to the directorate/Integrated Care
- Contribute to the triaging , monitoring and cascading of guidelines, legal cases, coroner cases and quality alerts
- Highlight any complaints where a potential incident or other concerns may have occurred
- Support the development of a learning from complaints and investigations strategy and monitoring system for the directorate
Service Delivery and Operational
- Lead on investigations as delegated including staff performance, sickness management and disciplinary issues
- Undertake or facilitate audits as requested by DMT
- Co-ordinate the delivery of governance PRM reports
- Provide mentoring, support and staff education
Communication
- Provide a proactive patient facing role requiring dealing with distress and managing complex situations with patients, families and carers
- Demonstrate excellent interpersonal skills when dealing with all levels of staff across the trust using persuasion, tact and reassurance where necessary.
- Be able to influence, motivate and involve individuals and teams to reach necessary performance targets expectations
- Manage responses from internal and external sources
- Establish, maintain and consolidate a robust communication pathway with lead clinicians and multi-disciplinary teams, to promote partnership working to support all clinical governance issues.
- Support conflict resolution from patients, staff, other internal and external service providers and partner organisations in the service.
Job description
Job responsibilities
General operational responsibilities
- Support the QIPS team and DMT to deliver services that are safe and patient-focused and to improve patient experience and its monitoring
- Lead on patient experience initiatives as directed by Senior QIPS Lead and Head of Nursing
- Exercise delegated authority on behalf of the Senior QIPS Lead and DMT to resolve day-to-day governance and operational challenges as indicated
- Ensure relevant governance and operational difficulties are promptly escalated and contribute to the resolution of problems
- Support directorate and trust projects aimed at promoting integration and services improvements
- Facilitate data collection, audits and compile reports as indicated and delegated
- Support the DMT to manage operational challenges and lead on projects or investigations as agreed by circumstances
- Maintain own portfolio for NMC revalidation requirements
Service Delivery and Clinical Governance
- Lead and/or support the delivery of complaints and investigations responses as delegated by the Senior QIPS Lead
- Act as a point of contact for formal, informal complaints and PALS enquiries in the Directorate
- Manage junior governance team members as agreed with senior QIPS lead ensuring that regular one-to-one and PDRs (persona development reviews) are taking place
- Contribute or lead on the daily review of Datix, their housekeeping and investigation of incidents of note
- Contribute or lead to prepare multidisciplinary reviews of relevant incidents
- Contribute or lead on logging and maintaining an accurate record of complaints and progress towards deadlines
- Contribute or lead on logging and maintaining an accurate record of incidents, duty of candour and to progress towards investigation deadlines
- Support local services with compliance to DOC regulation
- Prepare or effectively delegate weekly and monthly governance reports as indicated
- Quality check draft complaints and investigations as appropriate
- Review relevant reports to ensure accuracy before circulation
- Participate to the monitoring of complaint responses and contribute to providing timely reminders to staff about deadlines
- Facilitate governance meetings as indicated (i.e. complaint meeting, multidisciplinary incident meetings, directorate QIPS meeting)
- Facilitate and assist the governance team in drafting complaint responses for complex complaints led at directorate level
- Facilitate or lead on incidents investigations as required
- Maintain effective communication with the corporate complaint team and Integrated Care provide timely updates as required
- Act as a point of contact to provide governance support to the directorate/Integrated Care
- Contribute to the triaging , monitoring and cascading of guidelines, legal cases, coroner cases and quality alerts
- Highlight any complaints where a potential incident or other concerns may have occurred
- Support the development of a learning from complaints and investigations strategy and monitoring system for the directorate
Service Delivery and Operational
- Lead on investigations as delegated including staff performance, sickness management and disciplinary issues
- Undertake or facilitate audits as requested by DMT
- Co-ordinate the delivery of governance PRM reports
- Provide mentoring, support and staff education
Communication
- Provide a proactive patient facing role requiring dealing with distress and managing complex situations with patients, families and carers
- Demonstrate excellent interpersonal skills when dealing with all levels of staff across the trust using persuasion, tact and reassurance where necessary.
- Be able to influence, motivate and involve individuals and teams to reach necessary performance targets expectations
- Manage responses from internal and external sources
- Establish, maintain and consolidate a robust communication pathway with lead clinicians and multi-disciplinary teams, to promote partnership working to support all clinical governance issues.
- Support conflict resolution from patients, staff, other internal and external service providers and partner organisations in the service.
Person Specification
Qualifications / Education
Essential
- oRegistered General nurse
- oEducated at MSc level (or working towards it) or equivalent level of experience
- oProfessional knowledge plus additional specialist clinical governance and risk management knowledge acquired through training and experience to Master's level equivalent
Desirable
- oThorough understanding of complaints and incidents investigation in the context of clinical governance in the NHS
- oClinical leadership and/or quality improvement formal qualification
Previous experience
Essential
- oExperience of working in a clinical governance, patient safety or quality improvement related area within NHS services
- oUnderstanding of duty of candour and Caldicott Principles
- oUnderstanding of complaints procedures and NHS serious incident framework
- oExperience working in the NHS
- oExperience working in acute medicine as a senior nurse
- oExperience using Datix, managing complaints and investigations
- oExperience working within a team and in an environment with conflicting pressures and changing workloads
Desirable
- oExperience leading on complex complaints and investigations
- oExperience leading change, producing data collection, analysis and reports
- oExperience developing measurement tools
Skills / Knowledge/ Ability
Essential
- oBe able to provide a proactive staff and patient facing role requiring dealing with distress and managing complex situations with staff, patients, families and carers
- oAttention to detail.
- oProblem solving skills
- oExcellent verbal and written communication and interpersonal skills to maintain relationships with a variety of staff/external bodies.
- oAbility to implement new process and systems.
- oAbility to work unsupervised and prioritise workload.
- oAbility to produce high quality work under time constraints and high volume of work
- oUnderstanding of competing deadlines, monitoring progress and escalating as appropriate
- oEvidence of establishing, maintaining and consolidating effective working relationships with multi-disciplinary teams
- oAbility to analyse and interpret data and provide reports
- oAbility to communicate complex and/or contentious information clearly, accurately, and accessibly, both orally and in writing
- oAbility to deal tactfully and discreetly with matters of a confidential or sensitive nature
- oFast and accurate typing skills
- oEmpathy
- oResilience
Desirable
- oExcellent understanding of the demands of a busy NHS senior management environment
- oExcellent understanding of prioritising work within set NHS and Trust targets/deadlines
- oGood understanding of the NHS Quality Improvement and Safety agenda, CQC regulation and assurance
Person Specification
Qualifications / Education
Essential
- oRegistered General nurse
- oEducated at MSc level (or working towards it) or equivalent level of experience
- oProfessional knowledge plus additional specialist clinical governance and risk management knowledge acquired through training and experience to Master's level equivalent
Desirable
- oThorough understanding of complaints and incidents investigation in the context of clinical governance in the NHS
- oClinical leadership and/or quality improvement formal qualification
Previous experience
Essential
- oExperience of working in a clinical governance, patient safety or quality improvement related area within NHS services
- oUnderstanding of duty of candour and Caldicott Principles
- oUnderstanding of complaints procedures and NHS serious incident framework
- oExperience working in the NHS
- oExperience working in acute medicine as a senior nurse
- oExperience using Datix, managing complaints and investigations
- oExperience working within a team and in an environment with conflicting pressures and changing workloads
Desirable
- oExperience leading on complex complaints and investigations
- oExperience leading change, producing data collection, analysis and reports
- oExperience developing measurement tools
Skills / Knowledge/ Ability
Essential
- oBe able to provide a proactive staff and patient facing role requiring dealing with distress and managing complex situations with staff, patients, families and carers
- oAttention to detail.
- oProblem solving skills
- oExcellent verbal and written communication and interpersonal skills to maintain relationships with a variety of staff/external bodies.
- oAbility to implement new process and systems.
- oAbility to work unsupervised and prioritise workload.
- oAbility to produce high quality work under time constraints and high volume of work
- oUnderstanding of competing deadlines, monitoring progress and escalating as appropriate
- oEvidence of establishing, maintaining and consolidating effective working relationships with multi-disciplinary teams
- oAbility to analyse and interpret data and provide reports
- oAbility to communicate complex and/or contentious information clearly, accurately, and accessibly, both orally and in writing
- oAbility to deal tactfully and discreetly with matters of a confidential or sensitive nature
- oFast and accurate typing skills
- oEmpathy
- oResilience
Desirable
- oExcellent understanding of the demands of a busy NHS senior management environment
- oExcellent understanding of prioritising work within set NHS and Trust targets/deadlines
- oGood understanding of the NHS Quality Improvement and Safety agenda, CQC regulation and assurance
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
