Quality Governance & Complaints Co-ordinator

Quality Governance & Complaints Co-ordinator

An exciting opportunity has arisen for a Quality Governance and Complaints Co-ordinator to join the existing Quality Governance team within Specialty and Integrated Medicine (SIM) Clinical Service Unit. We are a small, experienced team who are motivated to work with our clinical teams to ensure we provide the best possible care to our patients.

Are you passionate about making a difference? Are you looking for an opportunity to ensure patients receive excellent quality care that is safe and effective? Do you want to use your excellent administrative skills to support the clinical teams? If the answer is yes, we would love to hear from you.

We are seeking an enthusiastic and motivated individual with excellent attention to detail to join our Quality Governance team within Specialty and Integrated Medicine (SIM) Clinical Service Unit (CSU), as Quality Governance and Complaints Co-ordinator.

The candidate will be responsible for the co-ordination of complaint responses within the CSU as well as assisting the Lead Nurses for Clinical Quality and Education and the Deputy Quality Governance Manager in ensuring the CSU has robust Quality Governance processes in place, enabling us to provide the best possible care for our patients. The role will involve working with the Lead Nurses for Clinical Quality and Education and Deputy Quality Governance Manager as well as the medical, nursing and management teams within SIM CSU.

Main duties of the job

The role of the Quality Governance and Complaints Co-ordinator is to provide comprehensive administrative support to the Quality Team and wider team in SIM CSU (where it is Quality Governance related). This includes (but is not limited to):

1. Co-ordinating multiple meetings per month by booking meeting rooms, preparing and circulating agendas, preparing slides or other documents.
2. Attending the meetings and producing high quality minutes in a timely manner.
3. Collating and co-ordinating the CSU's complaint responses and ensuring deadlines are met, liaising with the clinical teams to achieve this. Uploading action logs from complaints to Datix.
4. Tracking patient safety reviews and investigations and uploading action logs to Datix.
5. Assisting the Deputy Quality Governance Manager and Lead Nurses for Clinical Quality in the oversight of the Quality Governance portfolio including:

• Duty of Candour
• Clinical guidelines
• Best Practice Guidance
• Complaints and PALS
• Friends and Family Test
• External Agency Visits
• Claims and inquests
• Audit
• Safeguarding
• Health and Safety
• Mortality and morbidity reviews
• Sharing of learning and implementation of improvements

About us

Specialty & Integrated Medicine (SIM) is home to a variety of services at the Trust. There are wards covering the following specialties: General Medicine, Older Peoples Medicine, Infectious Diseases/Travel Medicine, Diabetes and Endocrinology. We also have outpatient facilities for Diabetes, Endocrinology, Intravenous Antibiotics, HIV and Sexual Health.

The SIM CSU Quality Governance Team comprises two Lead Nurses for Clinical Quality and Education, one Deputy Quality Governance Manager and this post, Quality Governance and Complaints Co-ordinator. We are a small, friendly team who work closely together and share a passion for working with the wider SIM team to ensure our patients receive the best possible care.

Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Expected Shortlisting Date: 08/01/2024

Planned Interview Date: 15/01/2025

Job responsibilities

To provide comprehensive administrative support to the Quality Team within Specialty and Integrated Medicine. Ensuring high standards are maintained at all times and work is produced effectively and efficiently in accordance with Trust policies and procedures.

The post holder will require a measure of independent judgement, including sensitivity and discretion and a high degree of initiative to carry out specified duties.

The post holder will assist and support the Senior Team in ensuring the delivery of CSU wide compliance with statutory, mandatory and national clinical governance standards and support the team to ensure good clinical governance practice across the services.

The post holder will co-ordinate multi-speciality meetings, activities with other professions and agencies. The post holder will be able to initiate the planning and coordination of these activities. The post holder will be able to manage a number of these complex activities at any time on a daily basis.

The post holder will attend meetings and provide administrative support including minutes to clinical colleagues as required.

Quality system(s) and/or projects will be allocated to the post holder who will be responsible for ensuring day to day management and updating of the quality systems. The post holder will be expected to attain basic knowledge of all areas and discuss and highlight incidents as they occur.

The post holder will support the quality team education program, booking rooms, updating calendars and spreadsheets and preparing materials for study days.

The post holder will collate the complaints for the CSU and ensure accurate and up to date records and tracking logs are maintained as well as assisting the managers with completing responses.

The post holder will support the senior team by writing some complaint responses as requested by the Head of Nursing.

The post holder will track investigations via a dashboard and upload action logs to Datix.

Knowledge, Skills and Experience Required

Knowledge

• A good standard in English and Mathematics.
• The post holder will be computer literate with the ability to use Microsoft Word, Excel, PowerPoint and Databases and tracking tools to support their role, including pivot tables, macros and lookups.
• An excellent knowledge of managerial procedures and protocols.

Skills

• The post holder will plan and organise a number of complex activities on a daily basis.
• The post holder will need to coordinate activities with other agencies and several members of the MDT. They will be able to initiate these plans. However, they are not expected to participate.
• The post holder will know how to analyse results, identify and explain any variance from targets.
• Excellent communication skills both written and oral.
• Strong listening and questioning skills.
• Confidence, tact and a persuasive manner.
• A professional manner.
• The post holder will need to be able to communicate complex and sensitive data and communicate with staff members within the CSU, other specialties or external agencies as required.
• Excellent organisational and time management skills.
• A hands-on approach to problem solving; identifying issues and using initiative and available resources to generate recommendations.
• The ability to co-ordinate team activities, developing timetables and setting deadlines in order to achieve objectives.
• Able to understand staff needs and respond quickly to requests when necessary.
• Ability to concentrate for long periods of time on specific pieces of work.
• Ability to work unsupervised and manage own workload.
• Ability to meet deadlines.
• Flexible attitude and ability to cope with numerous demands on time and ability to prioritise workload to meet deadlines on own initiative.

Experience

• Taking minutes for meetings and managing meeting action trackers
• Interpretation and analysis of reports, databases and spreadsheet information.
• Well-developed knowledge and experience of using a variety of IT applications in a Windows-based environment including presenting data in Excel.
• Working in a customer focused environment.

Qualifications

• GCSE (or equivalent) English Language grade C or above.
• GCSE (or equivalent) Mathematics grade C or above.
• Business administration qualification (e.g. NVQ/QCF Level 3) or equivalent experience in an administrative role.

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.