Quality and Governance Specialist 30 Hours

Quality and Governance Specialist | Spire Norwich Hospital | Part Time - 30 Hours |

Spire Norwich Hospital has an exciting opportunity for a **Quality & Governance Specialist**, with a special interest in patient experience, your role will be to lead and drive improvements to the patience experience. This is a permanent Part-time position working 30 hours a week.

**Duties and responsibilities**:

- Manage complaints in conjunction with the Clinical Governance Manager, Hospital Director and Director of Clinical Services
- Use DCIQ to log, distribute and monitor complaints through the investigation and outcome process. Ensuring timescales and deadlines are followed as per the Spire Complaints policy.
- You will be expected to lead on the complaints process when being interviewed by the CQC, PSQR team and or internal clinical reviews.
- Collaborative working with Heads of Departments to ensure actions agreed through complaints, patient satisfaction survey and any relevant committees are delivered within required timescales
- To Chair the Patient Experience Group meetings and monitor actions for delivery to drive improvement in response to patient feedback.
- To provide data and narrative reports, trend analysis and case studies for committee papers, newsletters and other required material.
- To attend and contribute to discussion at the Clinical Audit & Effectiveness Committee and Clinical Governance Committee.
- Triangulate incidents, complaints and risk and work collaboratively with the Clinical Governance Manager and Director of Clinical Services to monitor outcomes and examine opportunities to make improvements.
- Contribute to the quarterly governance report coordinated by the Clinical Governance Manager.
- To participate in the annual PLACE audit.

**Who we're looking for**:

- The post holder may be either a registered health professional or a non clinician with significant health care experience
- Have the ability to communicate effectively, including active listening with diplomacy at all level is paramount to the role, as is the ability to resolve issues and suggest resolutions to any concerns or complaints raised
- Familiar with and adhere to ISCAS Code of Practice in Complaints Management
- Competent in Microsoft Office packages
- Experience with Risk Management Systems such as Datix/DCIQ is desirable
- Experience of dealing with patients and other stakeholders.
- Excellent communication and interpersonal skills with the confidence and ability to build relationships with diverse audiences.
- Proficient letter writing skills.
- Flexible and proactive approach to work
- Able to work to tight timescales
- Keen interest in the development and service improvement of the hospital
- Confidence to make decisions in an appropriate manner when direction is not available

**Contract**:Permanent

**Hours**:Part-time, 30 hours per week working across Mon - Fri

**Benefits**:
We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

- 35 days annual leave inclusive of bank holidays
- Employer and employee contributory pension with flexible retirement options
- Spire for you’ reward platform - discount and cashback for over 1000 retailers
- Free Bupa wellness screening
- Private medical insurance
- Life assurance We commit to our employee’s well-being through work life balance, on-going development, support and reward.

Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care.

For us, it's more than just treating patients; it's about looking after people.