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Governance Officer

4 months ago

Wimbledon, United Kingdom HFH Healthcare Full time

At HFH Healthcare we meet the growing need for complex care by providing specialist nurse-led services to adults and children in their own the homes, in and around London.

We strive to achieve a high level of customer service. Our extensive services and individually designed care packages are highly specialised, nurse-led, and strongly outcome based. Working closely with our clients and their families, we fully identify their specific needs and the most effective ways to meet them.

We are experts in managing a wide range of conditions, including spinal and brain injuries, neurological disorders and degenerative conditions. We also operate to extremely high clinical standards, so our clients are always in safe and capable hands.

**ROLE PURPOSE**

Reporting to the Quality & Governance Manager, the Governance Officer plays a key role in assuring the safety and continuing improvement of our service against HFH policies, Care Quality Commission and other regulatory standards. The Governance Officer provides support to our service delivery teams to maintain an effective clinical, service and workforce audit programme that leads to improvements in client care, service delivery and staff experience. They correlate, analyse and present results to service and management teams to inform understanding of current services, recognition of good practice and opportunities for improvement. The Governance Officer will provide effective support with complaints, incidents, safeguarding and compliments across the business, in line with Care Quality Commission (CQC) and HFH Healthcare policy and procedures. They work closely with our clients, staff, commissioners and health and social care colleagues to identify to achieve effective and sustainable resolution to issues raised.

**Complaint & incident management, tracking investigation and response**:

- Working with the Quality & Governance Manager to support with management of all complaints, incidents, safeguarding cases and CQC notification submissions.
- Assure that incidents, accidents, complaints, and compliments are reported in an accurate and timely manner. Page 2 of 4 HFH Governance Officer JD February 2023
- Ensure timely submission of CQC notifications for incidents and safeguarding, ensuring accuracy and transparency.
- Timely and appropriate communication with all parties involved, ensuring kept informed of progress throughout investigations.
- Manages and tracks all aspects of the complaints, safeguarding, incidents and compliments process, from acknowledgement through investigation, action planning, resolution and sharing learning.
- Assure that an Investigating Officer has been appointed to each case by the respective department manager. Support Investigating Officers in gathering and reviewing the case facts, documentation, and evidence and completion of a root cause analysis where indicated and minute taking at meetings (when required)
- Liaise with internal and external multidisciplinary teams during the collation of evidence as required
- Support staff and client interviews where required to gather the facts of a case or incident, ensuring accuracy, confidentiality and sensitivity is maintained throughout the process.
- Compile formal responses based on the investigating officers report, analysis and action plan
- Track the progress of delivery against action plans.
- Reports outcomes of investigations, findings, resolution, action plans and lessons learned to clients, families, staff and all external bodies involved as appropriate.
- Support the Quality & Governance Manager with data collection for monthly Board meeting and quarterly external agency report submissions

**Audit Programme Delivery**:

- Support the Quality & Governance Manager and Director of Nursing to ensure that audits are being undertaken across the organisation.
- Extract, input, validate and quality control data for clinical and service audits being undertaken across the organisation.
- Analyse and interpret audit results, draft reports to aid service and management teams make informed decisions on good practice and areas for improvement.
- Prepare regulatory compliance reports in line with requirements and timeframes.
- Prepare audit reports for the Governance Committee and the Board
- Audit areas include: Client tasks and notes, MARs charts, Care plans, Staff compliance requirements, Staff appraisal completion, Staff files, Delivery against action plans and target completion dates, Policy & procedure reviews & updates and Business continuity plan

**Satisfaction Surveys**
- Manage and co-ordinate the completion of client, carer, commissioner and all head office staff experience surveys and correlate findings.

**Theme & trend analysis**:

- Responsible for analysing trends and common themes emerging through audit activities and providing reports to Quality & Governance Manager for information and discussion with Senior Management and delivery teams

**Shared Learning & Development**