Clinical Governance Officer

Job description

Job responsibilities

KEY DUTIES AND RESPONSIBILITIES

1.PATIENT INVOLVEMENT AND EXPERIENCE

A.Review and assess premises of the practice to provide excellent facilities for all patients which includes those who are physically disabled and with a sensory impairment.

B. To create, implement and monitor policies in relation to chaperoning, access, patient removal, violent patients, lone working, child protection issues, complaints procedures and patient registration eligibility

C Evaluate and update patient newsletters, patient booklets which provide quality information to patients via the internet and in the waiting room.

D Provide a forum for patients to express their views through effective means eg. Comments box, patient groups and help provide communication channels between the practice and the patient.

E Liaise with secondary care providers, social services and out of hours in relation to patient care. Eg. Child Protection Officers, complaint departments at the trusts

F Act as complaints officer for patients following recognized grievance procedures. Produce an annual report of complaints received and review outcomes and action required to all members of the practice team.

G Provide practice with significant events both positive as well as negative and feedback to the practice how these events were resolved. Produce annual report to the practice and local health board and liaise where necessary with the National Patient Safety Agency. To use Primary Care incident reporting system, currently DATIX and in-house reporting system on a daily basis.

H Undertake review of patient views via surveys and undertaking analysis of responses Report back to GPs and Practice Manager, patient group and Health Board.

I To produce monthly reports of patients who fail to attend the surgery for appointments and relay this information to all clinicians and staff

J To communicate deaths to all members of the practice team and other agencies. Read code causes of death onto patient records

K To adhere to all caldicott principles and advise members of the practice teams of their obligations including confidentiality and data access.

L Take part in LHB projects eg. locally enhanced services incorporating chronic diseases including COPD, Diabetes and Access projects.

M Monitor carers register by liaising with senior receptionist and NEWCIS. Monitor palliative care register by liaising with district nurses, gps, Macmillan officers. Present minutes of meeting.

N To update and manage the practices internet page

2 PREPARATION AND MONITORING OF CLINICAL GOVERNANCE ASSESSMENT TOOL/ISMS TOOL KIT

A Complete assessment tool electronically by reviewing matrices. Liaise with Practice Manager of potential improvements to working patterns and processes.

3 OTHER DUTIES

A to organize and liaise with setting up of flu clinics and working with management to optimize take up of vaccination rates.

B to act as deputy for scanning clinical correspondence and distributing internal and external mail

C To help with peak periods of telephone demand on reception

Person Specification

Skills

Essential

• Excellent communication skills (Written and Oral)
• IT skills including ability to analyse, manipulate and present data using graphs and tables
• Time Management and the ability to work to deadlines
• Negotiation and conflict management
• Problem solving skills
• Interpersonal skills
• Typing skills (preferably in a medical environment)

Qualifications

Essential

• Good standard of general education
• Standard Grade Mathematics or Equivalent
• Standard Grade English or Equivalent
• NVQ in Customer Service or Administration/Secretarial

Experience

Essential

• Practical experience of working with others in a team
• Experience of using own initiative
• Experience of customer service
• Experience of working within a General Practice Secretarial and Clinical Governance environment

Desirable

• Practical experience of INPS Vision or other medical computerised recording systems

Behaviours

Essential

• Planning and organising
• Performing under pressure
• Adaptability
• Team working
• Self motivated
• Flexibility in working at either surgery site and hours worked
• Confidentiality

Knowledge

Essential

• An understanding of a General Practice environment audit procedures
• Experience of Team Management
• Experience of dealing with complaints
• Experience of enhanced service claim system

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.

Employer details

Employer name

Bradley's Practice

Address

Buckley Medical Centre

Alltami Road

Buckley

Flintshire

CH7 3PG

Employer's website

http://www.bradleyspractice.wales.nhs.uk/home (Opens in a new tab)