Job summary
We are looking for a motivated supportive individual to join us as a Divisional Governance Support Manager.
The post holder will support the Governance Team across the division and its specialties, working closely with the Divisional Patient Experience Lead and Governance Lead to ensure governance is embedded in delivering North Bristol NHS Trust's strategic themes.
Key responsibilities include:o Leading on PALS and complaints management within the division.o Supporting incident and risk management processes.o Advising on governance procedures including reporting, investigation, and follow-up of clinical incidents and complaints.o Delivering training as required.o Managing a caseload of clinically complex complaints in line with national targets and Trust policy.o Assisting clinical leads and service managers in maintaining effective governance practices.o Deputising for the Patient Experience Lead and Governance Lead, including producing clinical governance highlight reports.o Ensuring actions and learning from complaints, PALS responses, and incidents are completed and documented.o Engaging with patients, gathering feedback, and ensuring their voice is shared across the division and Trust.o Escalating concerns appropriately to senior clinicians and managers.
Main duties of the job
- To work closely with the divisional and specialty leads for governance and divisional management team on all matters pertaining to patient experience and patient safety.
- A lead role in the management of the divisional wide complaints and PALS reporting and tracking system in conjunction with the central complaints team.
- Produce and present specialty reports at regular divisional and specialty governance meetings which demonstrate quality, safety, patient experience, clinical outcome measures and statutory compliance.
- Analyse, interpret and present outcome data and ensure that any outlying outcome measures are fully understood, disseminated as necessary and closely monitored.
- Coordinate, attend and take the minutes in the local resolution meetings, and bereavement meetings.
- To represent the divisional governance team at meetings as delegated.
- Manage all currently established methods of obtaining patient feedback and ensure there is an active programme of learning to constantly improve the patient experience.
- Monitor and conduct in depth analysis of incidents, risk, compliments, complaints, feedback and PALS trends and ensure that they are shared across the division.
About us
North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.
North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.
Job description
Job responsibilities
For a detailed job description and the main responsibilities, please refer to the attached job description.
Job description
Job responsibilities
For a detailed job description and the main responsibilities, please refer to the attached job description.
Person Specification
Education/Training/Qualfications
Essential
- Good general education including GCSEs in English and Maths
Desirable
- Educated to degree Level or equivalent Experience
Education/Training/Qualifications
Desirable
- Educated to degree Level or equivalent Experience
Work Experience
Desirable
- Previous experience of working in the NHS
Work Experience
Desirable
- Previous experience of working in the NHS
Knowledge/Skills/Abilities
Desirable
- Knowledge of healthcare databases, healthcare systems and procedures
Education/Training/Qualifications
Desirable
Education/Training/Qualifications
Essential
- Advanced computer skills (MS office) particularly Excel, word and outlook.
Work Experience
Essential
- Experience of dealing with the Public
- Experience of working closely with senior members of staff in an organisation
- Ability to demonstrate implementation of a change project
- Working in a multi-functional role
- Experience in coordinating meetings and note taking
Knowledge/Skills/Abilities
Essential
- Knowledge of complaints procedures, data protection, the public involvement agenda, legislation, clinical governance (incident and risk), commissioning targets acquired through NVQ 4 level equivalent plus internal knowledge and experience to degree level equivalent.
- Able to communicate complex and, at times, sensitive information.
- Demonstrate statistical analysis and presentation of complex information
- Able to promote good working relationships amongst the team, colleagues, and clinical staff
- Ability to exercise judgement and take responsibility for actions
- Proof reading skills ensuring accuracy and attention to detail
- Excellent organisational and time management skills
Personal Qualities/Special Circumstances
Essential
- Excellent oral and written communication skills with ability to communicate complex information with clinical staff (including presentations)
- Excellent interpersonal skills with the ability to be assertive, tactful and diplomatic
- Organised and systematic in approach to work and prioritisation, including the ability to work to tight deadlines
- Self-motivated and able to motivate and influence others
- Demonstrate credibility in working with and influencing senior staff
- Ability to devise project plans and work programmes, working independently and as part of a team
- Ability to remain calm under pressure
Person Specification
Education/Training/Qualfications
Essential
- Good general education including GCSEs in English and Maths
Desirable
- Educated to degree Level or equivalent Experience
Education/Training/Qualifications
Desirable
- Educated to degree Level or equivalent Experience
Work Experience
Desirable
- Previous experience of working in the NHS
Work Experience
Desirable
- Previous experience of working in the NHS
Knowledge/Skills/Abilities
Desirable
- Knowledge of healthcare databases, healthcare systems and procedures
Education/Training/Qualifications
Desirable
Education/Training/Qualifications
Essential
- Advanced computer skills (MS office) particularly Excel, word and outlook.
Work Experience
Essential
- Experience of dealing with the Public
- Experience of working closely with senior members of staff in an organisation
- Ability to demonstrate implementation of a change project
- Working in a multi-functional role
- Experience in coordinating meetings and note taking
Knowledge/Skills/Abilities
Essential
- Knowledge of complaints procedures, data protection, the public involvement agenda, legislation, clinical governance (incident and risk), commissioning targets acquired through NVQ 4 level equivalent plus internal knowledge and experience to degree level equivalent.
- Able to communicate complex and, at times, sensitive information.
- Demonstrate statistical analysis and presentation of complex information
- Able to promote good working relationships amongst the team, colleagues, and clinical staff
- Ability to exercise judgement and take responsibility for actions
- Proof reading skills ensuring accuracy and attention to detail
- Excellent organisational and time management skills
Personal Qualities/Special Circumstances
Essential
- Excellent oral and written communication skills with ability to communicate complex information with clinical staff (including presentations)
- Excellent interpersonal skills with the ability to be assertive, tactful and diplomatic
- Organised and systematic in approach to work and prioritisation, including the ability to work to tight deadlines
- Self-motivated and able to motivate and influence others
- Demonstrate credibility in working with and influencing senior staff
- Ability to devise project plans and work programmes, working independently and as part of a team
- Ability to remain calm under pressure
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).
