Leeds Teaching Hospitalsr54Paij9
Candidates should have excellent communication skills, proficiency in Microsoft Office applications, and experience in an administrative capacity, with a focus on customer service. The position emphasises teamwork and collaboration with various clinical teams to enhance patient care quality, necessitating a strong understanding of quality systems and the ability to manage multiple complex tasks effectively. The successful applicant will be committed to continuous improvement and able to handle sensitive data with discretion, supported by a foundation in business administration or similar experience.
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 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.
The role of the Quality Governance and Complaints Co-ordinator is to provide a 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):
Co-ordinating multiple meetings per month by booking meeting rooms, preparing and circulating agendas, preparing slides or other documents.
Attending the meetings and producing high quality minutes in a timely manner.
Collating and co-ordinating the CSUs complaint responses and ensuring deadlines are met, liaising with the clinical teams to achieve this. Uploading action logs from complaints to Datix.
Tracking patient safety reviews and investigations and uploading action logs to Datix.
Assisting the Deputy Quality Governance Manager and Lead Nurses for Clinical Quality in the oversight of the Quality Governance portfolio including:
- Incidents
- Duty of Candour
- Risk register
- 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
- Perfect Ward dashboard (metrics)
- Sharing of learning and implementation of improvements
Assist and support the wider SIM teams with Quality Governance related queries.
About us
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 spread sheets 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.
3. JOB DIMENSIONS
The post holder will work with Medical, Nursing, Management and other colleagues within and outside the CSU, to support the senior team in the development, implementation and maintenance of the current quality systems and in moving towards quality systems for all services within Specialty and Integrated Medicine and will be required to liaise with other internal Trust departments and external Healthcare providers.
The post holder will be jointly responsible for the issue and document control of all policies/procedures within their area and also ensuring review dates are notified to the Deputy Quality Governance Manager and added to the agenda of the appropriate review meeting.
The post holder will support the Quality Team in ensuring continuous improvement across all aspects of the CSU through audit, patient questionnaires and service improvements initiatives.
The post holder will support CSU with collating and gathering information on a regular basis as well as preparing presentations for speciality and CSU governance meetings and other meetings.
4. ORGANISATIONAL CHART
5. 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 specialities 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 request 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 spread sheet 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.
Administrative experience.
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
6. 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
7. 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.
8. CORE BEHAVIOURS AND SKILLS
The post holder should possess belief in the benefits of quality systems in health care together with the need to continuously improve all aspects of service delivery to patients, carers and other service users.
Personable and well presented.
Have good communication and presentation skills with ability to communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals within or outside of the NHS.
Have perseverance and ability to maintain professionalism when dealing with difficult situations or challenging people.
Willing to continuously update service knowledge.
Ability to work on own initiative, prioritising own workload, and as part of a team.
A willingness to learn and develop.
Attention to detail.
Diplomatic, enthusiastic and self-motivated.
A good team player with the ability to work flexibly in a diverse and demanding environment to meet the evolving needs of the department.
Ability to work with others ensuring doctors and other staff groups provide information for audits and surveys.
Commitment to providing a high standard of confidential, effective and accurate administrative service.
Maintenance of educational materials and stock levels.
The post holder will need to be able to concentrate for long periods of time on specific pieces of work.
Be able to quickly adapt to changes in priorities.
A willingness to undergo any relevant training required for the post.
Responsible for appropriate use of equipment with the working environment.
9. CORE KNOWLEDGE AND UNDERSTANDING
A working knowledge of quality systems is essential. The applicant should have an understanding of the importance of quality systems in a healthcare setting.
A good understanding of project work principles.
A good understanding of the implications of introducing new technology and processes into clinical and administrative settings and an awareness of both the opportunities and difficulties that may result.
A good understanding of the need for patient confidentiality and their responsibilities with regard to the Data Protection Act and the Trusts own policies regarding confidentiality.
The post holder will possess a good standard of written and spoken English.
The post holder will have a range of responsibilities most of which are routine and will require a good knowledge of Microsoft packages and preparation of data.
The post holder will be expected to develop an understanding of all the high level processes within the CSU as they develop in their role.
The post holder will have an understanding of the principles of service redesign.
The post holder will have information analysis skills.
The post holder will need to be aware that there is a potential for exposure to upsetting information
Please wait...this will take a moment...
Stand by, we'll show you...