Quality and Governance Specialist - Patient Experience Lead | Quality and Governance | Part Time 30 hours per week, Permanent | Solihull | Free Parking |
Spire Parkway Hospital have an exciting opportunity for a Quality & Governance Specialist - Patient experience lead to join our amazing team.
We are looking for an experienced individual with a special interest in patient experience to lead and drive improvements to the patient experience utilising all information available within Spire. The patient experience lead will monitor any changes made and ensure initiatives are trialled, reviewed and embedded within the hospital. This is a permanent Part-time position working 30 hours per week, Monday to Friday.
Spire Parkway Hospital in Solihull, West Midlands offers a comprehensive range of private hospital services. Our hospital is rated Good by the CQC for all parts of the inspection except for Patient Care, which is rated Outstanding. The report states, "Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers."
Our dedicated hospital team are passionate about excellent patient care and we offer a range of specialist treatments to patients across Birmingham, Warwickshire and the West Midlands. This includes diagnostic services, rehabilitation, cutting-edge surgical procedures and excellence in specialist fields like orthopaedics, women's health and cancer care. We have 51 bedrooms and five operating theatres.
Duties and responsibilities:
* The post holder needs to be proactive in dealing with issues without instruction as appropriate, be a self-starter and be able to chair and inspire the patient experience committee.
* 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
* Be familiar with CQC regulations
* 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 Monday - Friday (8am-6pm), Excluding Bank Holidays
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.
Closing date: In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications