Senior Governance Officer

Organisational Comply with organisation policies and procedures Under the direction of the complaints manager, support organisation-wide developments in as part of gtds overall framework for managing complaints Support the delivery of complaints training across the organisation. Contribute to the development and maintenance of information resources pertinent to complaints. Support and contribute towards the development and dissemination of policies, protocols and guidelines linked to complaints. Support the monitoring of compliance with policies and guidance linked to complaints, including the writing of reports to demonstrate findings from investigations, audits, risk assessments and other sources of information.

Be a point of contact for staff on complaints related matters. Build and maintain good relationships with internal and external stakeholders including patients, staff, coroners office staff, solicitors, insurers, police, etc. Under direction of the complaints manager seek advice from external organisations, e.g. NHS England, NHS Resolution, the Information Commissioners Office, gtds legal support line, etc.

Support the development and maintenance of the organisations manual and electronic systems for managing complaints. Contribute to the effective integration of complaints with other quality, governance, and assurance initiatives. Support responses to external stakeholders, ensuring that all information is quality checked, for example, statements for coroners/police, Patient Safety Incident Investigation (PSII) reports, response letters to patients/solicitors, etc. Act as a complaints representative at relevant meetings providing two-way feedback as agreed with complaints manager.

Support the provision and receipt of complex, contentious and sensitive information relating to complaints and staff performance concerns. With support from complaints manager, lead on the investigation and management of lower risk incidents, i.e. incidents rated below moderate. Support the investigation and management of moderate and above incidents.

Support the monitoring of actions identified as a result of investigations are monitored for progress of implementation and reviewed for effectiveness. Be expected to use own initiative and act independently. Obtain clinical notes from clinical systems to assist with requests for information and internal investigations. To support the administration of organisational meetings, assisting with: Meeting arrangements; The preparation of agendas and accompanying documents; The facilitation of meetings; The production of accurate and concise minutes and action logs; The dissemination of meeting materials.

Contribute to the effectiveness of the team by reflecting on own and teams activities and making suggestions on ways to improve and enhance the teams performance. Other duties: Any other duties, as agreed with the line manager to meet the needs of the organisation. This may include travel to other sites within the organisation. Personal/Professional Development The post holder will participate in any training activity implemented by gtd healthcare as part of this employment, such activity to include: Assessing own performance and taking accountability for own actions, either directly or under supervision.

Effectively managing own time, workload and resources Participation in an annual performance review (appraisal), including taking responsibility for maintaining a record of own development activity. Taking responsibility for own development and learning by following through objectives set at appraisal. Ensuring attendance at identified training events. Attending induction training, mandatory training and mandatory updates as required.

Equality & Diversity The post holder will support the equality, diversity and rights of patients, carers and colleagues to include: Acting in a way that recognises the importance of individuals rights, interpreting them in a way that is consistent with gtd healthcare procedures and policies and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings, priorities and rights. Fidelity, Confidentiality and Data Security In the course of their employment, the post holder will have access to confidential information relating to individuals and the organisations business.

As such, the post holder is required to exercise due consideration in the way this information is used and should not act in any way which may be prejudicial to individual patient, staff or the organisations interests. gtd healthcare is registered with the Information Commissioners Office under the UK data protection legislation. The post holder will be responsible for the confidentiality, integrity, and availability of all data to which they have access in the course of their work and must adhere to