Experience & Governance Lead
1 month ago
To be responsible for the cogent investigations and reviews of patient safety incidents and complaints. Undertake a key role in the handling and resolution of feedback that is received via patient experience feedback systems and the Patient Advice and Liaison Service (PALS). To support the Head of Quality governance with the implementation of the NHS patient Safety Stragegy and Patient Safety Incident Response Framework (PSIRF) to support patient safety, patient experience, clinical effectiveness and improve the quality of care provided to our patients. To support the development of appropriate improvement or learning in response to patient safety incidents in line with the PSIRF.
To be responsible for the identification of potential audit themes, trends, risk and learning opportunities arising from investigations and ensuring it is reported through governance systems and structures. To be responsible for ensuring that there are effective and efficient systems to identify themes and learning from patient safety incidents, complaints and patient experience. Liaise with functions across the Trust as appropriate and contribute to the learning within each Service Line. Lead with establishing and running learning events, such as After Action Reviews.
To support development of key performance indicators and other performance management mechanisms related to patient safety incidents, complaints and patient experience data To provide advice, guidance and training to all staff relating to the PSIRF learning and improvement responses, requirements and outcomes and to identify learning and improvement needs. To be responsible for contributing to the improvement of service user and carer experience through effective performance management of patient safety incidents and complaints key performance indicators. To supervise and manage staff as required and manage matters under the Trusts Human Resources Policies and Procedures in accordance with those procedures. To be a member of the Learning Group and take responsibility for the quarterly reports and join other working groups as required.
To be responsible for drafting Trust Board or Sub Committee reports. To provide Patient Safety and Experience expertise demonstrating compassionate leadership. Visibility and the continued development of a learning and improvement culture within the Trust. Promoting Equality Diversity and Inclusion in all aspects of service delivery.
To support the PALS function and attend surgeries as required and ensure that feedback is recorded and managed appropriately. To escalate complaints to Quality Matters when there are concerns over patient safey and attend to present the case. To provide direct line management of administrative staff within the governance team. To lead on delivering the Patient Story to board as part of an annual rota To be a member of the Complaints Review Group (CRG) and complete associated tasks arising from this.
This includes regular audits of complaint responses to review quality and compassion. Alongside other member of the the CRG, to deliver training to Trust staff on compassionate complaints handling.
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