All Age Continuing Care Experience

6 months ago

Preston, United Kingdom NHS Lancashire and South Cumbria Integrated Care Board Full time

The post holder will support the Head of Quality for All Age Continuing Healthcare (AACC) & Individual Patient Activity (IPA) with the quality improvement and assurance work across Lancashire & South Cumbria ICB working collaboratively with both internal and external stakeholders. Working alongside clinical leaders within the ICB the post holder will take day to day responsibility for leading on the co-ordination, internal investigation and communication/relationship management of Patient Experience & Complaints related to AACC & IPA alongside the ICB’s Patient Experience Team.

We are seeking an individual who has the right values and behaviours to ensure we provide the best possible service for patients and families. The post holder will work collaboratively with patients, relevant persons representatives (RPR) and key stakeholders ensuring that complaints and concerns are dealt with in line with agreed standards and that all users have a positive

experience of the service.

The AACC Experience & Complaints lead is responsible for ensuring that effective systems and processes are in place to manage complaints and evidence learning and that effective reporting structures are in place to provide robust governance and oversight. Through ongoing improvement actions you will support people across the ICB to develop their awareness, confidence and local ownership in responding to and learning from complaints.
- Work with ICB quality leads to agree and deliver actions in response to poor quality and service performance
- Be responsible for a high standard of work supporting the delivery of All Age Continuing Healthcare (AACC) & Individual Patient Activity (IPA) services, to quality standards and in a cost-effective manner.
- Develop, challenge and influence standards and practice, to develop and improve staff, service delivery and better outcomes for the population using the services
- Professional responsibility to provide management and leadership for a large team of nurses, AHPs and service delivery staff.
- Working with the CHC Place Leads and Associate Director of CHC and IPA to ensure that the function can adapt and respond to realise opportunities to develop and grow the service.
- Working collaboratively with key staff involved in the AACC process.
- Implement, monitor and develop the ICB’s complaints policy and ensure that all complaints are managed effectively in line with our policy and values and national requirements.
- Develop a culture that encourages colleagues across the organisation to use patient experience data and methodologies to undertake Quality Improvement for the provision of high quality, safe patient care.

Lancashire & South Cumbria ICB is a fully-authorised ICB responsible for the full range of ICB statutory duties and powers. Each Place Based Team within the ICB aims is to improve the health of the people and reduce health inequalities through strong, clinically-led commissioning of high quality healthcare services.

An exciting opportunity has arisen within our AACC Quality Hub Team.

This is an exciting opportunity to work within a successful, progressive ICB and to make a positive contribution to the lives of people in Lancashire & South Cumbria.

Our hours of work are Monday -Friday, 9am -5pm with the opportunity for agile working. Lancashire & South Cumbria ICB is committed to the personal and professional development of their staff and offers a wide selection of learning and development opportunities.

Key Working Relationships
- Lead and operate effectively in a flexible and increasingly demanding environment proactively engaging with internal and external clinical and non-clinical colleagues within the ICB, Local Authorities and partner organisations, care providers, NHS England and CQC.
- Communicate and present highly complex, sensitive and contentious information to a wide range of internal and external stakeholders in a formal setting, with the ability to deal with potentially aggressive and antagonistic conflict situations.
- Work and engage constructively with internal and external stakeholders on a range of contentious quality and safety issues in order to ensure that services commissioned by the ICB are provided effectively and safely, and to the appropriate level of quality. Scrutinise and challenge providers to ensure the ICB fulfils its duty to secure continuous improvement in the quality of commissioned care home and domiciliary services.
- Develop and maintain key relationships internally and externally, including national networks, in order to provide advice and support to the ICB based on evidence and national guidance, including NHS England CHC Network, Personal Health Budget Network and CQC/Ofsted meetings.
- Work closely with the Communication and Engagement team and various stakeholders, informing them of quality issues in relation to care homes and domiciliary care providers as necessary for issues likely to have press involvement.

Information Mana

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