Integrated Governance Officer

1.Operate and lead on the Complaints Policy and Procedures, Incident Policy and Records Management Policy at DHU on a day to day basis. 2.Deliver an informative and robust service to patients on behalf of DHU and the relevant Integrated Care Board (ICB). 3.Provide advice to members of the public and staff about the complaints, incidents and medical records requests procedures. 4.Acknowledge the receipt of written and verbal complaints that have not been resolved, within 3 working days.

5.Logging and maintaining Datix records for incidents and complaints. 6.Coordinate the investigation of Incidents/Serious incidents and monitor the progress of investigations; ensuring that these are processed in accordance with DHU Policies and Procedures. 7.Supporting with Clinical Governance reports for both internal and external meetings, running reports and extracting data from Datix. 8.Coordinate the investigation of Complaints supporting with drafting of complaint response letters.

Monitor the progress of investigations to ensure that timescales are met and responses are made in accordance with DHU Policies and the NHS Complaints Procedures. The complainant should be kept informed about progress of the complaint at all times. 9.Offer any appropriate conciliation or mediation services as part of the local resolution process, with the agreement of all parties. 10.Inform all parties involved in the complaint investigation if the complainant continues through the Complaints process to the Parliamentary and Health Service Ombudsman.

11.Liaise with Company Insurers and the Coroners office in regards to details of complaints, incidents and Serious Incidents when required. 12.Coordinate and process Data Subject Access Requests requests in line with DHU policies and procedures, ensuring that records are approved by the Organisational Caldicott Guardian prior to release. 13.Assist with the co-ordination and submission of reports on Complaints statistics; incidents statistics learning outcomes and serious incident reports to relevant Committees; Board of Directors and ICBs. 14.Produce reports, both internal and external for trend analysis and learning.

Including but not limited to monthly and quarterly reports, briefing papers, documents and presentations as required. The information may be highly sensitive and must be treated with appropriate confidentiality. 15.Liaise with staff, clinicians and outside agencies regarding the implementation of Learning Outcomes arising from complaints and incidents if required. 16.Feedback information to service leads and assist them to develop action plans, where necessary provide a degree of challenge to ensure patients views are appropriately acted upon.

17.Notify the Head of Governance & Corporate Head of Clinical Governance, Clinical Director, Medical Director and Director of Nursing & Quality immediately upon receipt of a serious complaint or incident whereby disciplinary action may need to be taken or litigation is contemplated. 18.Provide administrative support to the Head of Governance/Corporate Head of Governance/Integrated Governance Team Leader including the booking of meetings and taking minutes if required. 19.Support in the recruitment and development of staff within the department. Including but not limited to shadowing new members of the team, proactively partaking in staff selection, interviews and inductions.

As opportunity arises there will be a requirement for the post holder to line manage more junior staff members. 20.Send out communication to all staff as instructed by Senior Managers. 21.Other Administrative tasks and undertake clerical duties in a professional, timely manner including typing, filing, scanning, photocopying, updating spread sheets and general office tasks.