Job summary
The Divisional Quality Officer will provide a key role in supporting the effective use of data, information, and knowledge to support and improve service delivery within the Division. The range and diversity of responsibilities will require the post holder to adopt a flexible approach. They will be required to have excellent communication and analytical skills to deal with the day to day challenges of maintaining efficient and effective outcomes.
Main duties of the job
The post holder will be a key member of the Clinical Support Quality & Governance Team and will have to work effectively with the Divisional Triumvirate, Directorate Managers, Quality Managers as well as other clinical and non-clinical members of the Division.
The post holder will assist the Divisional Quality & Governance Manager with administrative tasks relating to the wider quality and governance agenda such as: ensuring incident reports are closed within trust timescales, collating information for quality improvement action plans, obtaining patient information and case-notes, collating information to support Duty of Candour requirements, supporting the risk management function as required. The post holder will provide support to the Division in preparation for CQC inspections and other regulatory assessments and during an inspection, will assist with the coordination of and the collation and submission of information requests received from the CQC or other regulatory or accreditation bodies.
This is a vital role that has a major impact on developing a quality improvement culture within the Division and ensuring patient safety.
About us
The Trust's mission is "Together We Care" which encompasses the strategic vision for operating as a high performing organisation within an Integrated Care System (ICS), which provides quality, safe and effective care. This will be achieved in a financially sustainable way through our values-driven, skilled and motivated workforce:
People-centred- Serving people is the focus of everything we do;
Positive- having a "can do" response whatever the situation;
Compassion- always demonstrating we care;
Excellence- continually striving to provide the best care possible.
Our Values are drivers for the behaviours that all our staff strive to demonstrate.
The values and behaviours have been and continue to be embedded and communicated across the organisation via a number of initiatives - including our recruitment processes, corporate induction, team briefings, meetings, appraisals and our annual awards ceremony.
We recommend that all individuals employed in patient facing roles, or those located on a ward or department where patients receive a service should be fully vaccinated against COVID-19.
Job description
Job responsibilities
Patient Experience:
- To populate and monitor incidents within the Division
- To monitor action plans which relate to CQC to ensure they are achieved with evidence within agreed timeframes
- To monitor action plans from Serious Incidents (SI) to ensure any patient experience actions are achieved, with evidence, within agreed timeframes.
- To escalate any patient experience matters to the Clinical Support Quality & Governance Manager and other Managers as required.
Patient Safety:
- Review incidents that are reported via the safeguard system and ensure appropriate staff are notified
- Record and track incidents on Divisional tracking systems
- Escalate any incidents of concern through Divisional governance structures and appropriate
- Identify and monitor breached incidents and liaise with managers to enable timely investigation and closure
- To champion the cause for high levels of incident, near miss and concern reporting, ensuring that staff are aware of their duty to report
- Regularly review data and use analytic skills to ensure themes have been identified
- To manage systems for the tracking of serious incident investigation action plans and Duty Candour cases assist with providing data as required.
- To support the Divisional Clinical Support Quality & Governance Manager and staff in monitoring and delivering Duty of Candour in accordance with the statute and Trust policy.
- To support the system to ensure that learning is shared throughout the Division and the wider organisation.
- Facilitate the monitoring and implementation of patient safety alerts, ensuring they are implemented within the required timeframes.
Risk Management:
- Monitor risks on the Ulysses system and assist in identifying any risks which have surpassed review date and similarly identify any actions that have not been completed within due date
- Liaise with departmental managers to ensure risks and actions are updated within appropriate timeframes.
- Support service managers to ensure risk assessments are reviewed at least on an annual basis and/or if any significant changes occur.
- Ensure that any high risks are escalated as appropriate to the Clinical Support Quality & Governance Manager
- To support Clinical Support Quality & Governance Manager with identifying opportunities for learning and improvement and help identify trends and themes in reporting activity and areas of risk.
Quality Assurance / Improvement:
- To provide information and support to assist the Clinical Support Quality & Governance Manager, the Divisional Triumvirate and other staff as required
- To support the Trust Quality strategy, ensuring a focus on service user outcomes and Quality ethos.
- Utilise local monitoring systems / tools to ensure Divisional compliance with statutory and national standards (CQC, external accreditations etc.) and participate fully in regulatory assessment and scrutiny processes.
- Support the Division in delivering improvements identified through external inspections by managing action plans and collation of evidence to demonstrate compliance as required
- Responsible for liaison with corporate teams to ensure Divisional policies are up to date and made available via the document library on the trust intranet site.
- Assist with monitoring of medical device compliance as required
Other Duties
- Manage data collection processes for the Division ensuring accuracy and appropriate monitoring, review and evaluation is undertaken.
- To provide information to assist and enable the Clinical Support Quality & Governance Manager to produce accurate and timely reports as required
- To support Personal Assistant & Patient Experience Manager as required
- To support audit programmes and assist with audit and surveys to support the implementation of the Quality Improvement agenda.
- General communications office maintenance and support including handling external and internal telephone and email enquiries.
- To maintain standards for case note management, including tracking tracing and collecting medical notes (in association with Medical Records staff).
- To produce short ad hoc reports within remit of the role.
- Assist with the production of regular and varied Divisional content such as newsletters, infographics, printed materials, and more as required.
- The post holder is required to have excellent communication and analytical skills to deal with the day to day challenges of maintaining an efficient and effective service supporting clinical and non-clinical teams.
Job description
Job responsibilities
Patient Experience:
- To populate and monitor incidents within the Division
- To monitor action plans which relate to CQC to ensure they are achieved with evidence within agreed timeframes
- To monitor action plans from Serious Incidents (SI) to ensure any patient experience actions are achieved, with evidence, within agreed timeframes.
- To escalate any patient experience matters to the Clinical Support Quality & Governance Manager and other Managers as required.
Patient Safety:
- Review incidents that are reported via the safeguard system and ensure appropriate staff are notified
- Record and track incidents on Divisional tracking systems
- Escalate any incidents of concern through Divisional governance structures and appropriate
- Identify and monitor breached incidents and liaise with managers to enable timely investigation and closure
- To champion the cause for high levels of incident, near miss and concern reporting, ensuring that staff are aware of their duty to report
- Regularly review data and use analytic skills to ensure themes have been identified
- To manage systems for the tracking of serious incident investigation action plans and Duty Candour cases assist with providing data as required.
- To support the Divisional Clinical Support Quality & Governance Manager and staff in monitoring and delivering Duty of Candour in accordance with the statute and Trust policy.
- To support the system to ensure that learning is shared throughout the Division and the wider organisation.
- Facilitate the monitoring and implementation of patient safety alerts, ensuring they are implemented within the required timeframes.
Risk Management:
- Monitor risks on the Ulysses system and assist in identifying any risks which have surpassed review date and similarly identify any actions that have not been completed within due date
- Liaise with departmental managers to ensure risks and actions are updated within appropriate timeframes.
- Support service managers to ensure risk assessments are reviewed at least on an annual basis and/or if any significant changes occur.
- Ensure that any high risks are escalated as appropriate to the Clinical Support Quality & Governance Manager
- To support Clinical Support Quality & Governance Manager with identifying opportunities for learning and improvement and help identify trends and themes in reporting activity and areas of risk.
Quality Assurance / Improvement:
- To provide information and support to assist the Clinical Support Quality & Governance Manager, the Divisional Triumvirate and other staff as required
- To support the Trust Quality strategy, ensuring a focus on service user outcomes and Quality ethos.
- Utilise local monitoring systems / tools to ensure Divisional compliance with statutory and national standards (CQC, external accreditations etc.) and participate fully in regulatory assessment and scrutiny processes.
- Support the Division in delivering improvements identified through external inspections by managing action plans and collation of evidence to demonstrate compliance as required
- Responsible for liaison with corporate teams to ensure Divisional policies are up to date and made available via the document library on the trust intranet site.
- Assist with monitoring of medical device compliance as required
Other Duties
- Manage data collection processes for the Division ensuring accuracy and appropriate monitoring, review and evaluation is undertaken.
- To provide information to assist and enable the Clinical Support Quality & Governance Manager to produce accurate and timely reports as required
- To support Personal Assistant & Patient Experience Manager as required
- To support audit programmes and assist with audit and surveys to support the implementation of the Quality Improvement agenda.
- General communications office maintenance and support including handling external and internal telephone and email enquiries.
- To maintain standards for case note management, including tracking tracing and collecting medical notes (in association with Medical Records staff).
- To produce short ad hoc reports within remit of the role.
- Assist with the production of regular and varied Divisional content such as newsletters, infographics, printed materials, and more as required.
- The post holder is required to have excellent communication and analytical skills to deal with the day to day challenges of maintaining an efficient and effective service supporting clinical and non-clinical teams.
Person Specification
Qualifications
Essential
- oEducated to 'A' level standard or can demonstrate appropriate equivalent work experience
- oPossess EDCL qualification or demonstrate equivalent proficiency in the use of Microsoft Office applications
Desirable
- oEducated to degree standard
Experience
Essential
- Excellent oral and written communication skills
- oInterpersonal skills with colleagues of all levels
- proven analytic abilities
- oExcellent time management and organisational skills
- oIT literate with experience using Microsoft Office and NHS/ hospital systems
- oCreative approach to problem solving oGood team-working skills
- oAbility to work independently oSolution focused
- oProven ability to meet tight deadlines and deliver objectives
- oAbility to persuade and influence others
Desirable
- oExperience of incident and risk management
- oExperience of using incident and risk reporting systems (eg Ulysses).
Knowledge
Essential
- oWorking knowledge of the NHS incident management and Duty of Candour procedures and related requirements
- oUnderstanding of risk assessment and risk management
- oData analysis to determine trends
- oWorking knowledge of the Data Protection Act & patient confidentiality
- oUnderstanding of CQC requirements
- oAbility to demonstrate effective communication and organisational skills
- oWorking knowledge of the NHS incident management and Duty of Candour procedures and related requirements oUnderstanding of risk assessment and risk management oData analysis to determine trends oWorking knowledge of the Data Protection Act & patient confidentiality oUnderstanding of CQC requirements oAbility to demonstrate effective communication and organisational skills oExcellent report writing skills and the ability to formulate responses/correspondence on a wide range of complex issues
Desirable
- oDemonstrable understanding of Divisional Governance requirements
- oKnowledge of Divisional escalation procedures
- oExperience of and understanding of Clinical Support Division's services
- oExperience of using Trust software systems including HISS / Maxims/ PAS /Alert / LabCentre
Skills
Essential
- Able to work as part of a team
- Ability to work independently and prioritise a demanding workload whilst meeting deadlines
- Flexible, responsive approach to work
- Calm and sympathetic/empathetic approach
- Ability to listen and be objective; non-judgemental
- Organisational skills
- Ability to relate & communicate with people at all levels, to liaise with senior colleagues and a range of external stakeholders with confidence
- Attention to detail
- Able to secure co-operation of colleagues at all levels
- Highly motivated and resourceful
- Data analysis and IT skills
Values and Behaviours
Essential
- oPositive: Always staying positive to reassure patients, always reflecting about the impact of own attitude and behaviours upon the service
- oExcellence: Always striving to do their best for patients and colleagues, always appreciating the efforts of others, always taking responsibility for actions, always seeking out and encouraging opportunities for improvements
- oCompassionate: Always showing empathy, for both colleagues and patients
- oBe people centred: always patient focussed, always a team player, always honest, always striving to communicate effectively
Person Specification
Qualifications
Essential
- oEducated to 'A' level standard or can demonstrate appropriate equivalent work experience
- oPossess EDCL qualification or demonstrate equivalent proficiency in the use of Microsoft Office applications
Desirable
- oEducated to degree standard
Experience
Essential
- Excellent oral and written communication skills
- oInterpersonal skills with colleagues of all levels
- proven analytic abilities
- oExcellent time management and organisational skills
- oIT literate with experience using Microsoft Office and NHS/ hospital systems
- oCreative approach to problem solving oGood team-working skills
- oAbility to work independently oSolution focused
- oProven ability to meet tight deadlines and deliver objectives
- oAbility to persuade and influence others
Desirable
- oExperience of incident and risk management
- oExperience of using incident and risk reporting systems (eg Ulysses).
Knowledge
Essential
- oWorking knowledge of the NHS incident management and Duty of Candour procedures and related requirements
- oUnderstanding of risk assessment and risk management
- oData analysis to determine trends
- oWorking knowledge of the Data Protection Act & patient confidentiality
- oUnderstanding of CQC requirements
- oAbility to demonstrate effective communication and organisational skills
- oWorking knowledge of the NHS incident management and Duty of Candour procedures and related requirements oUnderstanding of risk assessment and risk management oData analysis to determine trends oWorking knowledge of the Data Protection Act & patient confidentiality oUnderstanding of CQC requirements oAbility to demonstrate effective communication and organisational skills oExcellent report writing skills and the ability to formulate responses/correspondence on a wide range of complex issues
Desirable
- oDemonstrable understanding of Divisional Governance requirements
- oKnowledge of Divisional escalation procedures
- oExperience of and understanding of Clinical Support Division's services
- oExperience of using Trust software systems including HISS / Maxims/ PAS /Alert / LabCentre
Skills
Essential
- Able to work as part of a team
- Ability to work independently and prioritise a demanding workload whilst meeting deadlines
- Flexible, responsive approach to work
- Calm and sympathetic/empathetic approach
- Ability to listen and be objective; non-judgemental
- Organisational skills
- Ability to relate & communicate with people at all levels, to liaise with senior colleagues and a range of external stakeholders with confidence
- Attention to detail
- Able to secure co-operation of colleagues at all levels
- Highly motivated and resourceful
- Data analysis and IT skills
Values and Behaviours
Essential
- oPositive: Always staying positive to reassure patients, always reflecting about the impact of own attitude and behaviours upon the service
- oExcellence: Always striving to do their best for patients and colleagues, always appreciating the efforts of others, always taking responsibility for actions, always seeking out and encouraging opportunities for improvements
- oCompassionate: Always showing empathy, for both colleagues and patients
- oBe people centred: always patient focussed, always a team player, always honest, always striving to communicate effectively
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
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).
