Job responsibilities
This
post may be closed early if suitable applicants are received before the
closing date.
AMS
quality team is part of the largest CSU at Leeds Teaching Hospitals NHS
Trust. The AMS quality team support staff in the CSU to deliver the highest
quality service for our patients, working in line with values described in
the Leeds Way to make the work rewarding as well as challenging. The quality team support AMS to improve
patient experience and to enhance staff, patient, and public involvement in
service changes, in providing the highest quality safe patient care.
PRINCIPAL
DUTIES & AREAS OF RESPONSIBILITY
The
post holder will be lead for:
a) Leadership and management
- Providing leadership, support and
advice to the PCPI complaints co-ordinator in handling complex enquiries
within Trust policy and procedures.
- Providing direct leadership,
support and advice to the PCPI complaints co-ordinator in managing workload
and department activity.
- Providing support and advice to
Business and Service Managers, Matrons
- Promote positive interpersonal
relationships and be confident in challenging poor clinical practice or poor
attitude.
- Proactively organise, prioritise
and adjust PCPI team workload in a manner that maintains and promotes harm
free care.
- Set team objectives in conjunction
with Matron which reflect CSU objectives and strategic objectives of the
Trust.
- To deputise in the absence of the
Lead Matron for Quality and Governance.
b) Communication
- Communicating effectively the
Trusts patient, carer and public involvement strategy, policy and procedures
within the CSU and Trust.
- Ability to negotiate and influence
the senior team within the CSU.
- Proactive in managing own workload
and that of PCPI team.
- Leading the effective and timely
communication of complex complaints with internal stakeholders, patients,
carers and the public.
- Ensures the PCPI co-ordinator
maintains effective, timely and professional communication with internal
stakeholders which includes performance management of internal contractors
and providing evidence of the appropriate handling and management of
complaints.
- Communicates highly complex information
to large groups from diverse backgrounds. This includes highly sensitive
information as well as highly contentious information with internal
stakeholders in writing, by telephone and face to face. Ensures sensitive and
complex information is handled appropriately and in line with Trust
guidelines
- Aware of personal impact on others;
adapts personal style according to the audience
- Uses skills of influence, mediation
and negotiation to help achieve the most appropriate resolution to a
complaint
- Chair complex complaint resolution
meetings
- Working in partnership with the
Lead Nurse to deliver an effective service to patients, carers and the public
regarding operational services delivered by the department as part of a
multifaceted workload.
- To work with the Lead Nurse to
liaison and build relationships with external agencies and community groups
to enhance service provision across all CSU sites.
c) Service delivery and policy
- Supports the team and participates
in the analysis of information on a daily basis to ensure systems and
processes are in place to enable the Trust to meet its statutory duties with
regard to PCPI, including CQC indicators are robustly and effectively
implemented.
- Proactive in recognising themes and
implement related changes.
- Identify lessons learnt related to
harm free care
- Direct Monitoring and management of
the performance of the PCPI co-ordinator and ensuring individual team members
implement and deliver a high standard of service in relation to complaints. Ensuring
that all stages of the operational services process are effectively delivered
for patients, carers, the public and key stakeholders
- To lead the development of
projects, working with clinical and non-clinical managers to ensure
operational services support and enhance patient care.
- Participate in change processes
within the CSU that comes about from work streams within the Lead Matron
Portfolio linked to PCPI. To directly manage resistance to those changes and
ensure engagement from internal/ external stakeholders.
d) Patient and public involvement
- Acting as a role model and champion
of patient, carer and public involvement within the CSU.
- Takes direct responsibility for
dealing with issues of a complex or sensitive nature.
- Provides advice on the
opportunities available for patient and public involvement in Quality
Improvement work.
- Works collaboratively with
stakeholders to ensure that internal stakeholders can access training and
development as part of their role.
- Provides advice on the local
delivery of operational services within clinical teams to Matrons and to CSU
teams. Providing direct support to managing change and communicating
challenging information across all CSU sites in a consistent and professional
way.
- Provides advice to the CSU on
providing services for patients and clients which are implemented by the CSU.
There is no direct care of an individual, or groups of patients/clients
e) Financial responsibility
Awareness
of the CSU and Trust objectives to achieve financial balance and ensures
effective and efficient use of resources within the team by monitoring
financial costs against agreed budgets. Supports and contributes to CIP
processes within the department which includes the monitoring of expenses and
invoices for specific projects and where necessary, acting as an authorised
signatory.
f) Human resources, education and
training
- Provides direct line management for
the PCPI complaints co-ordinator. Undertakes the recruitment of staff,
carries out annual appraisal and ensures appropriate sickness absence
monitoring and management of the team
- Leads the development and planning
of training programmes and sessions regarding patient, carer and public
involvement.
- Provides induction and training for
Business and Service Managers in investigating and resolving complaints.
- Regularly delivers training
regarding patient, carer and public involvement to a diverse range of
internal and external stakeholders and professional groups
- Ensure engagement of groups that
may be resistant to the information being provided.
- Ensures the provision of
information and reports regarding the uptake of education and training is
provided in a timely manner and appropriate format directly to the Lead
Matron.
g) Information, research and audit
- Ensuring operational systems
provide regular and timely performance and assurance information with regards
to PCPI are implemented. Ensure the performance management of these systems
and provide direct assurance to the Lead Matron that processes are in place.
- Responsible for data entry,
processing and storage of data, utilising paper or computer-based data entry
systems.
- Requirement to use computer
software to collate and compile monthly statistical reports requiring
formulae, query reports using desktop publishing (DTP).
- Ensures the collection and
collation of evidence to demonstrate compliance with relevant CQC indicators.
- Using appropriate information
technology and systems undertakes analysis of feedback, to identify trends,
risks and issues, escalates those issues where appropriate and manages risks
accordingly.
- Undertakes analysis of local (Trust
generated) patient survey data identifying issues and trends producing
reports and recommendations arising from these to the appropriate committees.
THE
LEEDS WAY VALUES
Our
values are part of what make us different from other trusts, so we see this
as a strength, as well as a responsibility. They have been developed by our
staff and set out what they see as important to how we work. Our five values are:
Patient-centred
Collaborative
Fair
Accountable
Empowered
All
our actions and endeavours will be guided and evaluated through these values
Additionally,
the following are core values which relate specifically to this post:
- Patient and person centred taking
into account the needs of a diverse patient group(as per the Equality and
Diversity policy)
- Demonstrates the valuing of
patient, carer and public feedback as a mechanism for learning, improving
patient experience and services.
- Demonstrates a commitment to ensure
a thorough and responsive operational function and patient, carer and public
involvement service.
- Values the protection of
patient and confidentiality
- Values partnership working with
patients, carers, the public and third sector organisations to the benefit of service and care delivery
- Commitment to carrying out the
Trusts statutory responsibilities within the context of patient, carer and
public involvement.
- Demonstrates honesty and personal
integrity
WEST
YORKSHIRE ASSOCIATION OF ACUTE TRUSTS (WYAAT)
Leeds
Teaching Hospitals NHS Trust is part of the West Yorkshire Association of
Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across
West Yorkshire and Harrogate working together to provide the best possible
care for our patients.
By
bringing together the wide range of skills and expertise across West
Yorkshire and Harrogate we are working differently, innovating and driving
forward change to deliver the highest quality care. By working for Leeds Teaching Hospitals NHS
Trust this is your opportunity to be a part of that change.
WYAAT
is the acute sector arm of the West Yorkshire and Harrogate Health and Care
Partnership, one of the largest integrated care systems in the country. The
Partnerships ambition is for everyone to have the best possible health and
wellbeing, and the work of WYAAT, and each individual trust, supports that
ambition.
