University Hospitals of Leicester NHS Trust

Perinatal Mortality and Complaints Administrative Support

This job is now closed

Job summary

An exciting opportunity has become available for a permanent position within the Women's and Children's Patient Safety Team.We are looking for an enthusiastic, motivated individual who is an excellent team player with effective communication skills.

You may be required to work in other designated locations of the Trust as well as your primary base. In particular, flexibility is required across the three main hospital sites (Leicester Royal Infirmary, Leicester General Hospital and Glenfield Hospital). If your initial location is one of these sites excess travel reimbursement would not apply for a permanent or temporary change of base. The role is not suitable for home working due to the need to access hospital records but flexible working hours can be considered.

PLEASE NOTE: This vacancy may close early if there are a high number of applicants. Early application is advised.

Main duties of the job

To provide a comprehensive and confidential administration service to the Women's and Children's Services Patient Safety Team and to support the achievement of key performance and quality indicators specific to the Patient Safety, Complaints and Perinatal Mortality Agenda. There will be a requirement to plan and organise a range of complex activities, with the ability to work unsupervised on some project areas. The post holder will be required to manage and co-ordinate several activities simultaneously and demonstrate a high degree of attention to detail and autonomy. The post holder will be required to organise meetings and allocate cases in relation to Perinatal Mortality. To attend these meetings and complete minutes and action logs as necessary. The post holder will also be expected to triage complaints, organise allocation of complaints for responses, and arrange and support complaint meetings. The post holder will also be expected to undertake general administrative tasks relating to perinatal mortality, clinical incidents and complaints processes. There will be a requirement to provide cover for other administrative functions within the Patient Safety Team when required.

About us

We are one of the biggest and busiest NHS trusts in the country, incorporating the General, Glenfield and Royal Infirmary hospitals. We have our very own Children's Hospital and run one of the country's leading heart centres.

Our team is made up of more than 17,000 staff providing a range of services primarily for the one million residents of Leicester, Leicestershire and Rutland.

We work with partners at the University of Leicester and De Montfort University providing world-class teaching to nurture and develop the next generation of doctors, nurses and other healthcare professionals, many of whom go on to spend their working lives with us.

Our purpose is to provide 'Caring at its best' and our staff have helped us create a set of values that embody who we are and what we're here to do. They are:

We focus on what matters most
We treat others how we would like to be treated
We are passionate and creative in our work
We do what we say we are going to do
We are one team and we are best when we work together

Our patients are at the heart of all we do and we believe that 'Caring at its best' is not just about the treatments and services we provide, but about giving our patients the best possible experience.

About the University Hospitals of Leicester NHS Trust: (leicestershospitals.nhs.uk)

The detailed job description and main responsibilities are included as an attachment to this advert.

Date posted

22 August 2023

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year

Contract

Permanent

Working pattern

Full-time

Reference number

358-5349083-WOM-A

Job locations

Leicester Royal Infirmary

Infirmary Square

Leicester

LE1 5WW

Job description

Job responsibilities

Detail the main working relationships that the post holder will be required to develop.

Internal relationships with the Womens & Childrens Quality & Safety Team

Internal relationships with the Womens & Childrens CMG

Relationships with members of the Corporate Patient Safety Team

External organisations In particular Mothers and Babies: Reducing Risk through Audits and Confidential Enquires (MBRRACE) and Healthcare safety Investigation Branch (HSIB) due to change name in 2023*

KEY RESULT AREAS

Perinatal Mortality

Access, scan, upload medical records, tests results and other information as requested to external electronic systems in accordance with national requirements

To have a understanding of medical terminology to be able to extract relevant data and maintain records on shared drives

Coordinate meetings for Perinatal Mortality including allocating cases fairly, prepare papers, updating spreadsheets and attending meetings to take notes

Following up reviewers of cases to ensure timescales are met and escalate to Perinatal Mortality Review Group chair where any delays are anticipated

Notify eligible cases to MBRRACE-UK within 7 working days of death (including assigning to outside hospitals when relevant and complete surveillance data for deaths within 1 month to ensure Maternity Incentive Scheme requirements are met to avoid severe financial penalties for the Trust

Maintain the Perinatal Mortality database and hyperlink post-mortem reports, labour and delivery summaries and neonatal discharges to the database

Track the progression of cases discussed at meetings and the outcomes of these reviews and update the database accordingly including producing action logs and ensure these actions are completed in a timely manner. This will be aided through liaison with the lead consultant for Perinatal Mortality

Prepare quarterly report of cases discussed each quarter with PMRT outcome, issues and actions for Trust Mortality Review Committee

Keep track of complex discharge patients and reviews where babies span maternity/ED/paediatrics/PICU and liaise with Perinatal Mortality Lead and Child Mortality team as necessary

Preparation for the Neonatal CDOP Panel Meetings to include: Collating PMRT reports, Badgernet Reports and Action plan outcomes for the Quarterly Neonatal

CDOP meetings and supporting the PMRG lead with following up and responding to queries / CDOP actions

Take a proactive approach to a large case load as well as being responsive to requests as they become available

To input detail on to the Datix system, maintaining accurate data including all patient demographics, ethnicity, and consent.

Initiate action plan templates with key findings and safety recommendations and circulate to relevant teams for input

Complaints

To actively manage the complaints administration process:-

Act as an initial contact for complaints, concerns, queries raised by patients, relatives and carers.

Communicate with patients either face to face, by phone or e-mail when they raise a complaint or concern or request information.

Discuss the management of the complaint or concern and offer advice on the options for timely resolution and the processes that would be followed.

To input detail on to the Datix system, maintaining accurate data including all patient/complainant demographics, ethnicity, and consent.

Manage individual caseloads ensuring:-

- Accurate logging and maintenance of electronic files.

- Timely liaison throughout the process with complainant.

- Timely liaison with Clinical Management Group/s or other organisations.

- Plan, co-ordinate and facilitate meetings.

- Draft straightforward written responses.

- Review all responses to ensure demographics are accurate and all aspects of the complaint have been covered.

- Record actions taken on the Datix system.

- Track and monitor completion of actions to their conclusion.

- To organise, co-ordinate and minute complaints meetings with a patient/carer present, these minutes will be shared with the complainant.

Governance

Responsible for ensuring appropriate systems are in place to evidence ongoing compliance with local and national policies as required.

Criminal records bureau check

This post requires a standard/enhanced disclosure by criminal record certificates as it is regulated by statute. Failure to disclose details if you are currently / or in the future the subject of police investigation / proceedings which could result in a conviction, caution, bind over order or charges is a disciplinary matter, and may result in dismissal.

The cost of undertaking a CRB disclosure at the required level and associated processing costs will be met by the individual.

To expedite the process the Trust will meet the initial costs of the disclosure which will be deducted from the individuals salary over a three month period commencing on their first months payment.

Patient/Customer Service

All members of the Quality & Safety Team are responsible for ensuring that consistently high standards of customer service are delivered by always ensuring that patients, relatives, staff and other key stakeholders are always treated with courtesy and respect at all times

General

To process routine enquiries and correspondence in a timely and accurate manner, including drafting of complaint response letters under the guidance of the Patient Safety Coordinators/Patient Safety Leads

To maintain effective working systems to aid the prioritising of work streams, including an active bring forward system.

Maintaining accurate administrative systems for all files, interviews, training and educational sessions

Attend other key meetings when requested to take minutes e.g. Perinatal Risk Group, Perinatal Mortality Review Panel, Complaints meetings, Incident review meetings

To receive telephone calls and personal visitors to the department. Consider

enquiries acting on your own initiative, and making a judgement whether there is the need for senior input.

Liaising with senior staff members including Consultants, Heads of Service, Head of Midwifery and other senior leaders/managers

This job description indicates the main functions and responsibilities of the post. It is not intended to be a complete list. You may be required to undertake other duties from time to time as we may reasonably require.

You will be required to maintain compliance with all statutory and mandatory training requirements.