Trac proudly powers the recruitment for
Norfolk Community Health and Care NHS Trust
About
Looking after you locally
Norfolk Community Health & Care NHS Trust (NCH&C) provides community-based NHS health and care via more than 70 locations across Norfolk, as well as providing a specialist Early Supported Discharge service to stroke patients in Norfolk and Suffolk.
Serving a population of nearly 900,000, NHC&C delivers community dentistry, services for children, young people and families, therapies, community nursing, end of life care and specialist nursing, among others. We believe that people are better looked after locally and this belief drives us to work hard to bring expert care to patients in our seven community hospitals, within GP surgeries and in patients’ own homes. Working in the community will provide you with the opportunity to develop longer-term and more personal relationships with patients, carers, and other professionals.
NCH&C is proud to be the first standalone NHS community trust in the UK to achieve an ‘Outstanding’ rating from the Care Quality Commission (CQC). Our focus is on continually improving the quality of care we offer to local people and on improving access to that care, helping people to move seamlessly from one service to another. Praising NCH&C’s “compassionate, inclusive and effective leadership at all levels”, the CQC observed that our staff are well supported to make positive changes and innovations.
We welcome applications from people who share our values and can help us deliver outstanding care in our local community.
Governance & Quality Support
Accepting applications until: 15-Jul-2024 23:59
Vacancy status: Open
Accepting applications until: 15-Jul-2024 23:59
Key details
Location
- Site
- North Walsham War Memorial Hospital
- Address
- Yarmouth Road
- Town
- North Walsham
- Postcode
- NR28 9AP
- Major / Minor Region
- Norfolk
Contract type & working pattern
- Contract
- Permanent
- Hours
- Full time
- Part time
- Flexible working
Salary
- Salary
- £28,407 - £34,581 per annum
- Salary period
- Yearly
- Grade
- (Band 5)
Specialty
- Main area
- Administration
- Interview date
- 26/07/2024
NCH&C is proud to be the first standalone NHS community trust in the UK to achieve an ‘Outstanding’ rating from the Care Quality Commission (CQC). Our focus is on continually improving the quality of care we offer to local people and on improving access to that care, helping people to move seamlessly from one service to another. Praising NCH&C’s “compassionate, inclusive and effective leadership at all levels”, the CQC observed that our staff are well supported to make positive changes and innovations.
Norfolk Community Health & Care NHS Trust is committed to continuing to create a modern and inclusive work environment. As part of this commitment we actively promote flexible working opportunities where possible, to meet the needs and wishes of our workforce to maintain and improve their wellbeing. The trust offers a range of flexibility, including flexible working patterns, and we would encourage you to discuss this with the recruiting manager before or during the application process if this would interest you.
We welcome applications from people who share our values and can help us deliver outstanding care in our local community.
Job overview
An exciting opportunity for a Governance and Quality Support has become available. This role covers the North Norfolk locality (North Place) and works closely in collaboration with the central corporate clinical governance and quality teams. The main base for this post holder will be at North Walsham War Memorial Hospital, but travel may be required to other bases within North Norfolk. One day per week all Place Governance and Quality Supports will work together at one of the NCH&C bases on a rotation basis.
The role of Governance and Quality Support will support the delivery of excellent standards of quality and ensure robust governance processes are in place in the teams across the North Place. This will include a range of governance activities to monitor, analyse and support delivery of systems and processes in line with local and national requirements.
Advert
The post holder will support the delivery of excellent standards of quality, care and ensure robust governance processes are in place. This will include a range of governance activities to monitor, analyse and support delivery of systems and processes in line with local and national requirements.
The post holder will require engagement with internal and external stakeholders and include continued improvement on areas such as effective complaint handling, patient feedback management and investigation processes. The monitoring of risk and improvements to quality standards, systems and processes will be a core component of the role.
The post holder will be responsible for monitoring compliance against a range of national and local standards including but not limited to Care Quality Commission (CQC) and National Institute for Health and Care Excellence (NICE) guidance as well as local quality standards and ongoing national and local audit programmes. To maintain relationships and shared learning across the Place and with the central governance team, ensuring governance activities are in line the trust policy and agreed processes.
Working for our organisation
Apply now to join an organisation that has been awarded an ‘Outstanding’ rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
To find out more about the trust’s Strategy for 2023-27, please visit https://www.youtube.com/watch?v=uDiAlRre2NE
Detailed job description and main responsibilities
1. To be competent in the trust governance processes and effectively communicate and embed those across the Place and services.
2. To monitor quality and governance processes across Place and to work closely with other Governance and Quality Supports to ensure standardisation.
3. To maintain a good knowledge of Place services and functions.
4. Support all relevant Place services and departments in ensuring compliance with core NHS standards including but not limited to Care Quality Commission (CQC) guidance, National Institute for Health and Care Excellence (NICE) and the Department of Health (DoH).
5. Co-ordinate the compilation of the regular Place governance reports and provide support in the compilation of other governance related reports including for example: Infection Control report and Safer Staffing reports and ensure timely submission.
6. To deputise as chair, where needed, at the local risk, quality and governance meetings and to act as the Place representative at trust meetings where appropriate.
7. Collate all required information and ensure timely submission of accurate data to inform the internal and external assurance frameworks.
8. Initiate the investigation of incidents and complaints in a timely manner and manage incident reporting system and appropriate escalation of incidents. To support staff in the collation and submitting of After Action Reviews and Duty of Candour responses within timescales as per trust policy.
9. To support the local subject matter experts (SMEs) in the review of raised incidents ensuring they are finally approved in the organisational incident reporting system.
10. To support the central governance team in the quality checking of finally approved incidents as per a planned quality checking programme, ensuring improvements and actions are implemented where necessary and staff are supported in learning and development related to finally approving incidents.
11. Promote and encourage an open reporting and learning culture within the trust.
12. Develop own knowledge and practice and actively assist others to continually professionally develop.
13. Demonstrate and support a working environment and culture that actively improves health, safety and security.
14. Support and enable equality, diversity and rights.
15. Prioritise and communicate key issues to the Quality Matron, Clinical Quality Director or Senior Management Team in line with needs of the trust.
16. To continually review established processes and inform process owners of potential improvements and changes as and where necessary to support the trust in delivery of objectives in the most efficient manner.
Clinical Governance
17. Assess, monitor and review performance to ensure full compliance both nationally set and locally set standards and targets.
18. Together with the Quality Matron, support the preparation for assessments from NHS regulators such as CQC and local commissioners as and where necessary
19. To work closely with the Quality Matron in leading the accurate and timely reporting and provision of information as and when requested by NHS regulators such as CQC and local commissioners.
20. Support the efficient co-ordination of the clinical governance related meetings and forums to ensure they function effectively, according to an annual plan and in line with trust assurance framework.
21. To support the implementation of changes to ensure compliance with national and local standards.
22. In collaboration with the Quality Matron, review and update relevant strategies, policies and procedures as required.
23. Support local SMEs with the update of specific policies and associated documentation (such as but not limited to, care plans, patient leaflets, intranet pages, website information etc.
24. Proactively manage the incident reporting system, ensuring all incidents are investigated in a timely manner and the lessons learnt are shared with all relevant teams and team members.
25. To deliver work supporting local and organisational quality improvement, offering advice and support to others, whilst ensuring continuous governance compliance throughout the trust.
26. Responsible for effective dissemination and central reporting of all issued alerts and collation of actions required
27. Manage and co-ordinate clinical and non-clinical risk activities ensuring compliance with relevant regulatory bodies including where needed creation of action plans and mitigation proposals to support organisational management of identified risks.
28. Ensure appropriate reporting, investigation and management of incidents is undertaken in accordance with documented processes and requirements and where necessary develop and devise procedures/processes and local policies, as necessary.
29. Co-ordinate the dissemination, integration and implementation of corporate and local policies and procedures. Support colleagues to contribute to appropriate policies where appropriate, and ensure they are reviewed within the required time frames.
30. Adopting a multi-disciplinary approach, in conjunction with colleagues, work to develop an organisational culture which encourages professionals to review practice, report untoward incidents and share lessons learnt without fear of recrimination or censure.
31. Ensure that the views of patients and customers are used to guide and inform the provision of services through patient forums, engagement with patient representative groups, dissemination of feedback form questionnaires, complaints etc.
32. Ensure that relevant and appropriate information, advice and support is available to all service users and stakeholders.
33. To support the Place in improving Friends and Family Test (FFT) scores and feedback through implementation of actions and learning as and when identified. This will include close working with the Lived Experience and Co-Production Manager and associated roles ensuring organisational learning and development is implemented where necessary and appropriate.
34. To support the local escalation of PALS enquiries where appropriate.
Health & Safety
35. Support the Place in the delivery of local health and safety objectives with an aim to reduce organisational risk.
36. Work closely with the Quality Matron to ensure that appropriate and necessary audit activity is completed in line with both the annual corporate and local plan, prioritising audits against key performance indicators.
37. Ensure that the local annual audit plan is devised and delivered, and actions and outcomes are implemented and where appropriate monitored through a robust action plan.
38. Oversee audit activity to ensure compliance within the clinical departments throughout the Place.
39. Engage with National Audit Programmes as and where necessary and ensure timely submission of data as relevant to hospital practices.
40. To inform and advise the trust and its employees about their obligations to comply with local and national standards set by organisations such as but not limited to the Care Quality Commission and Department of Health.
41. To be the first point of contact for employees regarding governance and quality matters within the Place, seeking support where required.
42. To support compliance with NHS legislation and codes of practices providing guidance and advice where necessary influencing conversations (following multi-faceted scenarios and applying the relevant advice).
43. To process complex situations and scenarios, analysing and interpreting the information from multiple sources, producing and presenting reports on a regular basis including options appraisals and making recommendations for a range of meetings both internal and external to the organisation including but limited to Risk Group and relevant commissioner led service review meetings.
44. Responsible for advising on complex governance and quality compliance, incident, patient safety or risk management matters, ensuring appropriate and timely escalation where required to subject matter experts across the trust to support with the provision of advice and guidance.
45. To communicate with patients, carers and stakeholders to support complaint resolution and investigations as well as to gather feedback to embed learning.
46. Using analytical skills and subject knowledge, to work within trust policy and national and local guidance, to support the trust to remain compliant with the relevant guidance and best practice.
47. Responsible for accessing information from a range of internal and external sources, and including risks, incidents, complaints and patient feedback, interpreting and applying best practice to make recommendations to the trust. This will include preparing and presenting reports.
48. Responsible for supporting the creation of reports and information data sets into standard organisational meeting templates to support the governance agenda and demonstrate Place compliance with set standards.
49. The effective use of SystmOne and Datix systems to support with the management of complaints, investigations and external information requests.
Equal Opportunities - We are an equal opportunities employer and welcome all applications irrespective of age, disability, gender, sexual orientation, race or religion. Additionally, people with disabilities that fall under the Disability Confident Scheme will be offered an interview providing they meet the minimum criteria for the post (outlined in the Person Specification). All sites are Smoke Free.
Immigration Status - Norfolk Community Health & Care NHS Trust is a diverse employer and welcomes all job applications. However, potential applicants should note that although the Trust is registered with the Home Office as a sponsor organisation for migrant workers, sponsorship can only be offered against Skilled Worker visas. If you are an applicant from outside the UK and do not already hold a self-gained right to work, we recommend you check the Home Office eligibility requirements before making an application.
Please note: Although we are a registered sponsor organisation, we are unable to offer sponsorship for some job roles, and this will be identified through filtering questions at the start of any job application on the Trac recruitment system.
Redeployment - Please note that in the first instance priority for this vacancy will be given to NCH&C staff who are on the Trusts Redeployment Register.
DBS - If this post is subject to a Disclosure and Barring Service (DBS) check and you are not a current employee of Norfolk Community Health and Care NHS Trust or being recruited as an Apprentice then the cost of the DBS check will be automatically removed from your first month’s salary. However if you are registered with the update service this may not be required.
Closing and Interview Dates -This vacancy may close early if sufficient applicants are received.
Data Protection - A privacy notice detailing how we will handle your data is attached to this advert as a document. Your application will be transferred to our recruitment management system (Trac) once the advert has closed and you will receive notification then detailing how Trac will handle your data.
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Person specification
Qualifications
Essential criteria
- Educated to degree level in business administration or equivalent
- Standard IT skills in applications such as Word, Excel, PowerPoint and Visio or equivalent
- Evidence of continued professional development
Desirable criteria
- NMC or HCPC Registration
- Evidence of further formal training would be an advantage
- NHS related training attendance/qualifications
- Experience of using project management disciplines or project management qualification
Experience
Essential criteria
- Proven administration experience in a busy office environment
- Proven experience of working as part of a team
- Proven ability to organise and service meetings.
- Proven experience of process management and continual service improvement reviews
Desirable criteria
- Knowledge of NHS policy and procedures
- Experience dealing with members of the public/service user enquiries
- Experience or working knowledge of any of the services within the Nursing and Quality directorate
- Experience of mentoring others
- Experience of leading or being part of a complex change
- Clinical working experience
Skills, Abilities and Knowledge
Essential criteria
- Comprehensive working knowledge/Standard skills of Microsoft office, especially Word, Excel and Outlook.
- Excellent organisational and communications skills and proven ability to communicate with staff at all levels influencing outcomes
- Proven ability to work on own initiative, without direct supervision, prioritising and managing own workload
- Articulate, calm, polite and well-motivated with a positive attitude to customer care Knowledge of leadership
- Planning skills
- Customer care skills
Desirable criteria
- Supervisory skills
- NHS experience
Communication
Essential criteria
- Ability to communicate with staff, patients and service users at all levels
- Ability to communicate effectively in all mediums such as, written, verbal, presentations and at meetings
- Ability to deal with difficult conversations (both with staff and members of the public) influencing and guiding the outcome where necessary
Desirable criteria
- Experience dealing with complex issues from members of the public or service users
- Experience of complex individual or team issues
Personal and People Development
Essential criteria
- Evidence of continued professional development
- Evidence of self-directed learning
- Able to influence others
- Inclusive
Desirable criteria
- Has undertaken personal projects
Personal Attributes / Behaviours (linked to the Trust’s Behaviour Framework)
Essential criteria
- Able to identify with the Trust’s commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
- Calm, able to work to short deadlines
- Team player
- Well organised with a flexible attitude and approach to work
- Able to manage own workload to ensure pre-set deadlines are met.
- Good telephone manner
- Able to prioritise/switch priorities when necessary
Desirable criteria
- Ability to handle difficult people and situations
Other
Essential criteria
- Able to work flexible hours (within 08:00-17:00 range, Mon-Fri)
- Able to make their own travelling arrangements
- Able to communicate effectively in English Language.
Further details / informal visits contact
- Name
- Helen Wilson
- Job title
- Clinical Quality Director- North Place
- Email address
- [email protected]
- Telephone number
- 07771985340
- Additional information
For more information or to arrange an informal chat / visit, please contact Helen Wilson, Clinical Quality Director on [email protected] or 07771985340.
If you have problems applying, contact
- Address
- Norfolk Community Health and Care NHS Trust
- Room 218
- Norwich Community Hospital
- Bowthorpe Road
- Norwich
- NR2 3TU
- Telephone
- 01603 272591
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