Quality Assurance Lead

3 weeks ago

Birmingham, Birmingham, United Kingdom St Heliers Medical Practice Full time

Position Overview

We are seeking a skilled and dedicated Quality Assurance Lead to join our esteemed management team. This role demands exceptional leadership, organizational, and communication capabilities.

The dynamic landscape of healthcare necessitates that the successful candidate adeptly navigates change, leveraging their expertise to support our staff effectively.

In collaboration with the Practice Manager and in conjunction with our Operations Manager and Reception Manager, the Quality Assurance Lead will play a pivotal role in the strategic management, planning, and leadership aimed at enhancing the quality of patient care. This position will specifically focus on the development and execution of processes designed to elevate patient satisfaction, ensure robust governance, and meet key performance indicators.

Key Responsibilities

The ideal candidate will possess outstanding interpersonal skills, enabling them to assist the partnership and staff in addressing the increasing demands of primary care.

Resilience is essential to manage conflicting pressures and to prioritize effectively in a fast-paced environment.

Your primary duties will encompass:

  • Assisting the management team with daily operations within the practice.
  • Overseeing HR and personnel management, ensuring compliance with regulatory standards and CQC oversight.
  • Maximizing patient healthcare to enhance QOF and other advanced services.
  • Leading the development of practice IT and supporting infrastructure.
  • Collaborating with the Practice Manager to facilitate daily operations.
  • Addressing any ad hoc requests from relevant health authorities.
  • Providing support for vaccination programs as necessary.

About St Heliers Medical Practice

We are a large and busy GP training practice, serving approximately 17,800 patients within a healthcare center. Our clinical team comprises 8 partners, 8 salaried GPs, 3 nurses, 2 healthcare assistants, and 2 phlebotomists. We collaborate with neighboring practices as part of a primary care group and currently serve as a vaccination center.

Our team is friendly and supportive, committed to the ethos of "making every contact count" while striving to deliver exceptional patient care.

Responsibilities in Detail

The Quality Assurance Lead will work closely with the managerial team to enhance the quality of patient care through effective management, planning, and leadership. This role will focus on:

  • Ensuring compliance with NHS, information governance, and CQC requirements while overseeing the governance structure.
  • Reviewing current practice systems to adopt and implement innovative methods that improve patient satisfaction and care.
  • Maximizing patient healthcare to achieve optimal QOF and enhanced service outcomes.
  • Leading the development and management of information and reporting systems to support service delivery.
  • Managing practice communications, including the Patient Participation Group and the practice website.
  • Overseeing the Care Coordinators and Secretaries.
  • Providing seamless cover across the management functions.
  • Acting as a deputy for the Practice Manager when necessary.

People Management and Human Resources

The Quality Assurance Lead will be responsible for managing designated staff, including:

  • Conducting inductions, performance evaluations, and staff development.
  • Ensuring recruitment aligns with current legislation and that the administration team is adequately resourced.
  • Monitoring staffing levels and resolving conflicts promptly and sensitively.
  • Maintaining team performance during absences and reallocating staff as needed.
  • Delegating tasks appropriately among team members.
  • Addressing workforce planning issues across all teams.
  • Ensuring a good skill mix for task assignments to maximize efficiency and value.
  • Monitoring individual performance and supporting improvement efforts.
  • Taking necessary actions to address poor performance or conduct in line with employment legislation.
  • Ensuring all team members effectively utilize the technology required for their roles.

Information Technology and Data Management

The Quality Assurance Lead will ensure that:

  • Data and information are processed accurately and securely, in compliance with relevant legislation.
  • Systems are in place to protect patient confidentiality and that all staff are trained in their responsibilities.
  • Effective data processing and management systems are implemented and monitored.
  • Technology usage is evaluated and adjusted to benefit both patients and the practice.
  • Future IT applications are planned for adoption to enhance service delivery.
  • Patient records are summarized promptly.

Confidentiality and Compliance

In the course of their duties, the Quality Assurance Lead will have access to confidential information regarding patients and colleagues. All such information will be treated with the utmost confidentiality, adhering to the practice's policies and relevant legislation.

Commitment to Equality and Diversity

The Quality Assurance Lead will uphold the practice's Equality and Diversity Policy, ensuring:

  • Respect for the rights and needs of patients, carers, and colleagues.
  • Non-discrimination based on any protected characteristics.
  • Equitable access to services for all individuals.
  • Support for those requiring advocacy to exercise their rights.

Safeguarding Responsibilities

Staff are expected to maintain and update their knowledge on safeguarding in accordance with relevant guidelines, including the Mental Capacity Act and Deprivation of Liberties.

Experience and Qualifications

Essential:

  • Proven experience in a senior managerial role.
  • Knowledge of HR legislation and workforce development.
  • Excellent communication skills.
  • Experience in customer service and complaint resolution.
  • Demonstrated ability to manage a team and support staff through change.
  • Experience in primary care and familiarity with reporting requirements.

Desirable:

  • Experience in a large practice setting.

Skills and Attributes

Essential:

  • Strong interpersonal skills.
  • Flexibility and adaptability in management style.
  • Approachable demeanor with the ability to listen and empathize.
  • Ability to empower and support staff.
  • Proactive and solution-oriented mindset.
  • Strong IT proficiency.
  • High levels of integrity and loyalty.

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