South London and Maudsley NHS Foundation Trust

Clinical Governance Administrator

This job is now closed

Job summary

The Lambeth Clinical Governance team works closely with the Head of Nursing and Matrons to provide assurance around patient safety issues, learning from serious incidents and complaints, providing data to support services, developing systems to improve standardisation across services and embedding learning within the Directorate. We serve, a diverse community and actively support and value equality and diversity within our organisation.

You will need to be able to manage multiple projects simultaneously, balance your work demands against those of the services the team supports and will need to be flexible and responsive to the changing needs of the services we serve.

Therefore, we are looking for some-one who is efficient, motivated, friendly and organised with excellent written and oral communication skills, who will be able to engage and develop good working relationships with staff working across the Trust.

Main duties of the job

As the team administrator you will provide high quality administrative support to the Lambeth Directorate Clinical Governance tea. The role involves supporting the timely completion of pre-investigatory fact finder reports, complaint investigations and serious incident investigations, and ensuring an accurate record is kept in the Trust incident recording system (Datix), as well as managing and monitoring local administrative data systems. The role also includes general administrative support such as minute taking of meetings and monitoring a busy email inbox for the Governance Team.

About us

The Clinical Governance Team is a small Team working in Lambeth, comprising of one Governance Lead, one Governance Officer and the Governance Administrator The Team work in conjunction with all Lambeth Inpatient and Community Teams and Lambeth Operational Directorate Management Team.

This is a permanent, full time position - working Monday-Friday 9am-5pm.

Date posted

24 July 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£30,279 to £33,116 a year per annum inclusive of HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

334-NCL-5958577-TA

Job locations

SHARP Building, 308 Brixton Road

308 Brixton Road

London

SW9 6AA

Job description

Job responsibilities

To provide exceptional, high quality administrative support services to the Clinical Governance Team. The post holder will provide a comprehensive, professional, and confidential administrative service to the team ensuring the team operates efficiently and effectively. The role requires a high level of discretion and the ability to work under pressure.

The post holder will be expected to work unsupervised and will need to be able to prioritise their workload, be flexible in their approach to work and to cope with any conflicting demands. They must be able to use initiative in dealing with enquiries from both professional groups and patients and their carers, promoting the professional and caring image of the service. They will therefore need to be someone with excellent verbal and written communication, interpersonal and organisational skills and who has a flexible approach to work and enjoys working as part of a team.

KEY RESPONSIBILITIES:

Provide high quality administrative support to the Clinical Governance team, supporting the timely completion of daily data quality checks, fact finder reports, complaint investigations, updating spreadsheets/trackers for complaints and serious incidents and ensuring an accurate record is kept in the Trust incident recording and Complaints system (Datix).

Checking the complaints phone voicemail daily and passing on and dealing with messages from complainants as appropriate.

To support monthly meetings (on Microsoft Teams) i.e., Quality and Business Meeting and any other meetings as required. This will involve preparing agendas, transcribing minutes of meetings and keeping action trackers and circulating relevant papers.

Proficient use of Datix (Trust incident recording system for Incidents and formal complaints) and creating data reports as required. Monitor incident notifications to ensure all reported incidents meet Trust guidelines i.e., grading, correct record name, Team/Ward etc, and liaise with all services to ensure accuracy, request fact finder reports, and ensure an accurate and up-to-date record is kept on Datix.

Process regular reports from Datix for unapproved incidents to provide details for the Directorate Leadership Team and other Directorate staff, cascade to all Lambeth Services to review in a timely manner.

Work with the Governance Lead to capture and collate data with regards to Police Liaison meetings and keeping an effective and up to date reporting system on all relevant incidents.

Process data requests for Teams in the Directorate using Datix to search and extract information and create and design reports.

To provide support to Lambeth Community and In-patient services with the formal process for investigating complaints to meet allocated timescales, sending holding letters to complainants and ensuring that Datix is updated throughout this process. Monitor progress and status and follow-up in a timely manner to completion and closure.

Ensure that the established system of complaints reporting is maintained, monitored, and the positive organisational culture of reporting and escalation is sustained to meet the expected standards in terms of structure, quality, and timeliness.

To follow-up any outstanding investigator allocations for complaints and provide support with process and navigation of Datix.

Support the Team with complaint responses to enhance quality and ensure they are consistently well-written and ensure all aspects have been thoroughly addressed to provide a robust response to all the issues raised in line with the Complaints and Investigations Policies.

Maintain strong contacts with Complaints Team, also assist in ensuring consistent liaison with commissioners and external agencies as representatives of the Trust as required.

Maintain sound knowledge base and keep up to date with changing requirements and developments in complaints management and serious incident investigations for example PSIRF Patient Safety Incident Response Framework and LFPSE Learning from Patient safety Events.

Support and deliver training alongside the Governance Lead and Governance Officer on the investigation process for all staff who are responsible for undertaking investigations into Complaints and incidents.

Support Directorate to undertake specific projects or events as determined by Directorate

Ability to work without supervision, providing specialist advice to the organisation, working to tight and often changing timescales.

To deliver a high standard of customer care that is representative of the service and the overall Trusts objectives.

To participate in regular supervision, appraisal and mandatory training processes as required for the post.