Job summary
The division of Surgical Specialities manages the Trauma & Orthopaedic, Head and Neck, Urology and Thoracic surgical departments. The division is seeking an enthusiastic, forward thinking Clinical Governance, quality, safety and improvement manager.
With a particular focus on complaint management, this position will be a key role in supporting the clinical governance processes within the division. The role will focus on responding to complaints, liaising with complainants and developing and supporting the improvement process to embed learning from complaints and other governance improvements. The post holder will also include inquests and claims, incidents and risk management. The post will work closely with the divisional management and clinical team and will line manage the quality and safety facilitator.
We are looking for a self-motivated, organised, enthusiastic individual with excellent communication skills and a drive and energy to improve patient experience.This position would ideally suit a candidate with clinical experience or experience in the management of clinical governance and complaints processes as well as experience of working within a multidisciplinary team.
Main duties of the job
Liaising with complainants
Responding to complains
Early complaint resolution
Management of claims and inquests
Management of risk and incidents
Lead and support strategies to implement learning from complaints and incidents
Supporting clinical governance processes
Line manage the Quality and Safety Facilitator
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:
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 - 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 third year in a row.
UCLH recognises the benefits of flexible working for staff To find out more, visit: Flexible working.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
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 - 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 third year in a row.
UCLH recognises the benefits of flexible working for staff To find out more, visit: Flexible working.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
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 & Skills
Essential
- Extensive experience working in the NHS, in relevant fields e.g. clinical practice, clinical governance, audit, guidelines, project management, policy strategy and development
- Demonstrable experience in complaint and incident investigation and management
- Demonstrable leadership experience with evidence of affecting change, process redesign and establishing monitoring/evaluation mechanisms within an NHS setting
- Experience in supporting complex projects.
- Experience of working in a large and complex health environment at corporate level.
- Project management skills - ability to plan, manage and monitor according to the project framework and within the agreed budget
- Strong organisational and problem-solving skills with the ability to deliver objectives within an agreed timeframe
- Creativity and ability to design communication materials to display complex content/data in a professional, innovative and clearly/easily understood way via slide-decks or other
- 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.
- In depth awareness of Government policies and strategies in relation to clinical effectiveness.
- Ability of making decisions where there is no policy in place, conflict, or a significant degree of uncertainty.
- Specialist knowledge of clinical governance policy framework and patient safety incident response framework
- IT Skills: word processing, databases, spreadsheets, Power point, web browsing software.
Desirable
- Understanding of quality improvement techniques.
- Specialist knowledge and experience of the complaints framework and policy
- Detailed knowledge and understanding of the Care Quality Commission regulations and legislation.
- Knowledge of Microsoft Project and Visio
- Experience of gathering, collating and documenting large bodies of evidence.
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 communication skills with patients, carers and relatives involved in complaints and incidents
- 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 & Skills
Essential
- Extensive experience working in the NHS, in relevant fields e.g. clinical practice, clinical governance, audit, guidelines, project management, policy strategy and development
- Demonstrable experience in complaint and incident investigation and management
- Demonstrable leadership experience with evidence of affecting change, process redesign and establishing monitoring/evaluation mechanisms within an NHS setting
- Experience in supporting complex projects.
- Experience of working in a large and complex health environment at corporate level.
- Project management skills - ability to plan, manage and monitor according to the project framework and within the agreed budget
- Strong organisational and problem-solving skills with the ability to deliver objectives within an agreed timeframe
- Creativity and ability to design communication materials to display complex content/data in a professional, innovative and clearly/easily understood way via slide-decks or other
- 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.
- In depth awareness of Government policies and strategies in relation to clinical effectiveness.
- Ability of making decisions where there is no policy in place, conflict, or a significant degree of uncertainty.
- Specialist knowledge of clinical governance policy framework and patient safety incident response framework
- IT Skills: word processing, databases, spreadsheets, Power point, web browsing software.
Desirable
- Understanding of quality improvement techniques.
- Specialist knowledge and experience of the complaints framework and policy
- Detailed knowledge and understanding of the Care Quality Commission regulations and legislation.
- Knowledge of Microsoft Project and Visio
- Experience of gathering, collating and documenting large bodies of evidence.
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 communication skills with patients, carers and relatives involved in complaints and incidents
- 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).
