Job summary
An exciting opportunity has arisen for a motivated and focused Divisional Complaints and Governance Manager to join the GI Divisional Team.
The post holder will provide a leading role in the management and implementation of the quality and safety agenda within the division, with a particular focus on complaints and patient and public involvement (PPI).
Main duties of the job
The successful post holder will ideally have a proven track record of managing complaints and experience working within clinical governance framework. You will be a team player with excellent communication skills and a drive and energy to improve the patient experience.
As a highly motivated manager with proven experience, ideally within a healthcare setting, you will need display strong leadership qualities and have a proven track record of delivering high performance across the areas you have managed.
Interviews will be held on Wednesday 24th April 2024
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
- University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
- National Hospital for Neurology and Neurosurgery
- Royal National ENT and Eastman Dental Hospitals
- University College Hospital Grafton Way Building
- Royal London Hospital for Integrated Medicine
- University College Hospital Macmillan Cancer Centre
- The Hospital for Tropical Diseases
- University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Job description
Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
Come and be a part of the best NHS trust in England to work for, according to our staff*
UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust
*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row.
UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust.
Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.
At UCLH, we have a real One Team ethos, and our values safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.
Job description
Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
Come and be a part of the best NHS trust in England to work for, according to our staff*
UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust
*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row.
UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust.
Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.
At UCLH, we have a real One Team ethos, and our values safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.
Person Specification
Knowledge and Qualifications
Essential
- Educated to Masters level or equivalent evidence of successful study at a higher level within a specialist environment of clinical effectiveness/project management
- Management qualification or equivalent experience of leading and developing individuals and teams, or equivalent experience.
- Educated to degree level or equivalent.
Experience
Essential
- Extensive experience working in the NHS, in relevant fields e.g. audit, guidelines, project management, policy strategy and development.
- Experience of working in a large and complex health environment at corporate level.
- Detailed knowledge and understanding of the Care Quality Commission regulations and legislation
- Ability to prepare and deliver presentations to all levels of an organisation.
- Advanced written skills with experience of different writing styles including reports, action plans, summaries and policies.
- Experience of gathering, collating and documenting large bodies of evidence.
- In depth awareness of Government policies and strategies in relation to clinical effectiveness.
- Knowledge of clinical governance policy framework.
- Ability of making decisions where there is no policy in place, conflict, or a significant degree of uncertainty.
Values
Essential
- Demonstrate ability to meet Trust Values of safety, kindness, teamwork and improving
- Understanding of confidentiality.
- Creative, lateral thinker and has an ability to generate solutions.
- A flexible approach to work with the ability to react accordingly to changing demands and work priorities.
- High level understanding of Equality & Diversity.
Communication
Essential
- Excellent strategic communication skills in large complex organisations.
- Ability to deal confidently with staff at all levels of an organisation including senior management in the Board.
- Ability to negotiate and influence front line and management staff at all levels; particularly where proposed approaches to incident management may differ.
- Able to function within a team as team leader or team member.
- A collaborative and facilitative working style. Articulate, influential and persuasive.
- Able to encourage and enthuse others.
- Ability to advise on appropriate methods of problem solving.
- Ability to work across boundaries and break down barriers
- A well-developed ability to exercise judgement
- Advanced written skills with experience of different writing styles including reports, action plans, summaries and policies.
- Demonstrable knowledge and experience of critical appraisal skills.
- Experience of Trust policy development and implementation
Person Specification
Knowledge and Qualifications
Essential
- Educated to Masters level or equivalent evidence of successful study at a higher level within a specialist environment of clinical effectiveness/project management
- Management qualification or equivalent experience of leading and developing individuals and teams, or equivalent experience.
- Educated to degree level or equivalent.
Experience
Essential
- Extensive experience working in the NHS, in relevant fields e.g. audit, guidelines, project management, policy strategy and development.
- Experience of working in a large and complex health environment at corporate level.
- Detailed knowledge and understanding of the Care Quality Commission regulations and legislation
- Ability to prepare and deliver presentations to all levels of an organisation.
- Advanced written skills with experience of different writing styles including reports, action plans, summaries and policies.
- Experience of gathering, collating and documenting large bodies of evidence.
- In depth awareness of Government policies and strategies in relation to clinical effectiveness.
- Knowledge of clinical governance policy framework.
- Ability of making decisions where there is no policy in place, conflict, or a significant degree of uncertainty.
Values
Essential
- Demonstrate ability to meet Trust Values of safety, kindness, teamwork and improving
- Understanding of confidentiality.
- Creative, lateral thinker and has an ability to generate solutions.
- A flexible approach to work with the ability to react accordingly to changing demands and work priorities.
- High level understanding of Equality & Diversity.
Communication
Essential
- Excellent strategic communication skills in large complex organisations.
- Ability to deal confidently with staff at all levels of an organisation including senior management in the Board.
- Ability to negotiate and influence front line and management staff at all levels; particularly where proposed approaches to incident management may differ.
- Able to function within a team as team leader or team member.
- A collaborative and facilitative working style. Articulate, influential and persuasive.
- Able to encourage and enthuse others.
- Ability to advise on appropriate methods of problem solving.
- Ability to work across boundaries and break down barriers
- A well-developed ability to exercise judgement
- Advanced written skills with experience of different writing styles including reports, action plans, summaries and policies.
- Demonstrable knowledge and experience of critical appraisal skills.
- Experience of Trust policy development and implementation
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
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).
