Quality Improvement Facilitator

2 weeks ago

Nottingham, Nottingham, United Kingdom East Midlands Ambulance Service NHS Trust Full time
The role requires experience of quality improvement methodology, conducting investigations on behalf of the Trust aimed at fairly and openly
dealing with high risk incidents identified through internal and external complaints, incident reporting processes, Patient Advice Liaison Service
(PALS), Complaints and concerns from other Trusts, including Coroners requests and other compliance-based issues.

East Midlands Ambulance Service NHS Trust are looking for a Quality Improvement Facilitator who will support the Trust in driving quality
improvement and embedding learning through a patient safety culture.
The role requires experience of quality improvement methodology, conducting investigations on behalf of the Trust aimed at fairly and openly
dealing with high risk incidents identified through internal and external complaints, incident reporting processes, Patient Advice Liaison Service
(PALS), Complaints and concerns from other Trusts, including Coroners requests and other compliance-based issues.

The post holder will directly support the Quality Directorate in patient safety improvement activity and ensure that systems thinking, human factors and just culture principles are embedded in all patient safety processes.

East Midlands Ambulance Service provides emergency 999 care and telephone clinical assessment services for a population of 4.8 million
people.
On average we receive a new 999 call every 40 seconds (1,026,249 emergency and urgent calls received during 2018/2019).
EMAS is an equal opportunities employer.
Our values have been updated to reflect our commitment to encouraging innovation, team and partnership working, and looking outwards as well
as inwards.

EMAS has five values which underpin everything we do, including the way we deliver our services and how we all work with others.

By living these

values and supporting others to do the same, we will help to make sure that EMAS is an organisation we can all be proud of.

Respect, Integrity, Teamwork, Competence and Contribution.

Our Vision
"Responding to patient needs in the right way, developing our organisation to become outstanding for patients and staff, and collaborating to improve wider healthcare."

The Big 3:
Respond | Develop | Collaborate

1.

Respond:
We will respond to patient needs in the most appropriate way

2.

Develop:
We will develop our organisation to become outstanding for patients and staff

3.

Collaborate:
We will collaborate with partners and other organisations to reduce healthcare demand and improve wider healthcare.

  • Undertake investigations (Formal Complaints, Serious Incidents, Patient Safety Incidents and PALS) both internally & externally as directed by the Trust.
  • Where required support investigation requirements such as interviews/staff accounts with line with the required timescales.
  • Contribute to the effectiveness and success of the Quality Directorate.
  • Manage own performance and take responsibility for supporting the development of others.
  • Using excellent customer service skills establish and maintain effective working relationships with other employees, managers and members of the general public.
  • Produce and maintain portfolios of evidence relating to the Trust's compliance with the aims and objectives of the, investigation process and procedures and monitor action plans as required
  • 8. To ensure that the lessons identified from investigated incidents can be fed into risk analysis so that appropriate preventative measures can be developed.
  • To actively participate in the post incident review process and attend multidisciplinary team meetings, Root Cause Analysis and Serious Incident Panels, Incident Review Group as appropriate and coordinate implementation of associated action plans.
  • Participate in disciplinary hearings including undertaking the role of 'presenting officer' on behalf of the Trust if required.
  • Utilise management information systems and IT to ensure efficiency and accurate record keeping on all cases within the Customer Service Database.
  • Undertake and produce a comprehensive report from investigations, using various techniques including root cause analysis as deemed appropriate This will include recommendations and action plans to minimise future occurrence and improve Trust wide quality of care and safety.
  • Assist with the production of new policies and procedures as new measures/ standards are adopted by the trust from both internal recommendations and external nationally agreed standards
  • Initiate and maintain communication with individuals and groups regarding difficult or complex matters (e.g. patient/staff issues), overcoming any problems in communication. This includes all employees of the trust and members of the public/patients
  • Liaise with colleagues in other Trust's to facilitate the sharing of information and concerns whilst ensuring compliance with the relevant legislation such as the Data Protection Act

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