LCW UCC

Audit and Compliance Officer

This job is now closed

Job summary

To work as part of a small team to prepare, organise, record and Deliver, in conjunction with others, audit of telephone calls taken in the 111 Call Centre, to include emergency, urgent and routine outcomes to a pre-defined standard and on a day to day basis. This will also include quality improvement in other services provided by the organisation, including, GP Out of hours.

Main duties of the job

1.1 Carry out audit duties on a day-to-day basis to a predefined standard of compliance as required by senior Management.

1.2 Combine qualitative and quantitative data to analyse and target performance issues and clinical risk.

1.3 Prepare scoring and feedback information, using the CQI performance data, to provide to the receivers of the calls.

1.4 Monitor staff performance in respects of their Call Centre duties, identifying staff training needs to bring about improvements in personal performance by producing action plans.

About us

LCW UCC (London Central West Unscheduled Care Collaborative), a GP-led not for profit organisation, is a Certified Social Enterprise with the Social Enterprise Mark. This means that LCW has proved it is genuine against independently-assessed criteria for social enterprise. The Mark provides assurance that LCW funds are spent solely on providing and improving services to patients.

The same qualities have underpinned LCW since it was set up 20 years ago, namely that the patient is at the heart of a highly professional, not for profit service delivered by experienced staff familiar with the local environment. This approach ensures that LCW continues to be a real benefit to the local community.

LCW UCC provides an array of different Primary Care and Urgent Care Services including GP out of hours, NHS 111, GP Practices and Urgent Care Centres.

Date posted

21 February 2024

Pay scheme

Other

Salary

£26,000 a year (Plus shift enhancements for unsocial hours)

Contract

Permanent

Working pattern

Full-time

Reference number

B0441-24-0023

Job locations

St. Charles Hospital

Exmoor Street

London

W10 6DZ

Job description

Job responsibilities

Assist in providing Call Centre staff with individual coaching and training to support them to maintain LCW quality and performance targets.

Assist in workplace induction for new staff, identify staff training needs through monitoring their performance by audit and assist in providing individual training and coaching to bring about improvements in personal performance, feeding back to staff sensitive information about their standards of work. Document and record audit outcomes and maintain audit files and databases.

In liaison with the 111 Clinical Audit Manager, develop, apply and evaluate procedures, processes and instructions, in order to ensure that the highest standards of service are achieved in the interests of patient care.

Assist in establishing and maintaining clear standards of customer care with Call Centre staff by ensuring staff understand their responsibilities and meet customer expectations.

Communicate effectively with staff and Managers on a regular basis, both individually and at team meetings.

Ensure that Call Centre staff carry out their duties in accordance with LCW policy, standing orders, service instructions and defined standards of conduct and performance.

Promote and establish a healthy and safe working environment for all employees ensuring compliance with health and safety policies, including health & Safety checks, risk assessment, accident reporting and investigating procedures. This may include assisting with the investigation and management of complaints.

Ensure that Call Centre staff and Managers who are highlighted through audit are competent in their role and that training needs are identified.

Undertake assessments of 111 (when appropriate) call receivers listening, recording and customer care skills. Make decisions during the audit process about staff asking appropriate questions and selecting the correct options from the relevant protocols in line with published standards.

Feedback to staff, under the general supervision of the 111 Audit Manager, on findings of audit and give explanations of audit decisions, providing constructive criticism using the protocol relevant to their staff role.

Encourage a continuous learning environment by identifying and providing opportunities for training and development in conjunction with the LCW 111 Pathways Training Team.

Every member of staff should strive to ensure that the security and confidentiality of LCWs systems is at the highest standard. Like all organisations who have computer databases we have to comply with The Data Protection Act. This act governs the use of the information that is stored. This also includes management of files stored. No files should be deleted, an archive folder should be utilised in every team drive.

Identify, promote, and develop quality procedures to ensure the highest standards of service are achieved.

Assist in establishing a quality driven working philosophy consistent with LCWs aims and objectives.

Assist in projects pertinent to the work of LCW, producing reports and recommendations, as directed by Senior Managers.

Identify any development needs applicable to the Service as a whole.

To treat everyone with whom you come into contact, with dignity and respect.

Promote Equality & Diversity and a non-discriminatory culture.

Identify and take action when other peoples behaviour undermines Equality and Diversity