Divisional Governance Support Manager - Band 5
NHS AfC: Band 5
Main area: Neurosciences & Musculoskeletal Division
Grade: NHS AfC: Band 5
Contract: Fixed term: 10 months (or Secondment)
Hours: Full time - 37.5 hours per week
Job ref: 339-NMSK3343-KLE
Site: Southmead Hospital
Town: Bristol
Salary: £29,970 - £36,483 per annum
Salary period: Yearly
Closing date: 17/02/2025 23:59
Job Overview
The post holder will provide support for the Governance team across the division and the specialties within it, supporting the Divisional Patient Experience Lead and Governance Lead to ensure robust governance considerations are integral to the delivery of the North Bristol NHS Trust strategic themes.
Through working in partnership with the specialty and divisional teams the post holder will:
* Manage incidents, PALS, and complaints within the division.
* Provide expert advice regarding governance processes such as management, reporting, investigation, and follow-up of adverse clinical incidents and handling of complaints.
* Provide training as required.
* Effectively manage a dynamic and clinically complex complaints caseload in accordance with the Complaints Procedure and national targets.
* Support clinical leads and service managers in governance processes, maintaining an effective Trust approach to governance.
* In the absence of the Patient Experience Lead and Governance Lead, deputise and produce the clinical governance highlight reports on patient experience, incidents, and risk.
* Ensure that learning and actions stemming from a complaint, PALS response, and incident are carried out and documented to completion.
* Engage with patients, collating their feedback and ensuring their voice is heard by sharing across the division and at trust level as appropriate.
* Appropriately escalate matters of concern to the appropriate clinicians and senior managers.
Main Duties of the Job
* Work closely with divisional and specialty leads for governance and divisional management team on all matters pertaining to patient experience and patient safety.
* Lead the management of the divisional-wide complaints and PALS reporting and tracking system in conjunction with the central complaints team.
* Produce and present specialty reports at regular divisional and specialty governance meetings demonstrating quality, safety, patient experience, clinical outcome measures, and statutory compliance.
* Analyse, interpret, and present outcome data ensuring that any outlying outcome measures are fully understood, disseminated as necessary, and closely monitored.
* Coordinate, attend, and take minutes in local resolution meetings and bereavement meetings.
* Represent the divisional governance team at meetings as delegated.
* Manage all currently established methods of obtaining patient feedback and ensure there is an active programme of learning to constantly improve the patient experience.
* Monitor and conduct in-depth analysis of incidents, risk, compliments, complaints, feedback, and PALS trends and ensure that they are shared across the division.
Person Specification
Education/Training/Qualifications
* Good general education including GCSEs in English and Maths.
* Educated to degree level or equivalent experience.
Work Experience
* Previous experience of working in the NHS.
* Experience of dealing with the public.
* Experience of working closely with senior members of staff in an organisation.
* Ability to demonstrate implementation of a change project.
* Experience in coordinating meetings and note-taking.
* Experience problem-solving.
Knowledge/Skills/Abilities
* Knowledge of healthcare databases, healthcare systems, and procedures.
* Advanced computer skills (MS Office), particularly Excel, Word, and Outlook.
* Knowledge of complaints procedures, data protection, public involvement agenda, legislation, clinical governance (incident and risk), and commissioning targets acquired through NVQ 4 level equivalent plus internal knowledge and experience to degree level equivalent.
* Able to communicate complex and, at times, sensitive information.
* Demonstrate statistical analysis and presentation of complex information.
* Able to promote good working relationships amongst the team, colleagues, and clinical staff.
* Ability to exercise judgement and take responsibility for actions.
* Proofreading skills ensuring accuracy and attention to detail.
* Excellent organisational and time management skills.
Personal Qualities/Special Circumstances
* Excellent oral and written communication skills with the ability to communicate complex information with clinical staff (including presentations).
* Excellent interpersonal skills with the ability to be assertive, tactful, and diplomatic.
* Organised and systematic in approach to work and prioritisation, including the ability to work to tight deadlines.
* Self-motivated and able to motivate and influence others.
* Demonstrate credibility in working with and influencing senior staff.
* Ability to devise project plans and work programmes, working independently and as part of a team.
* Ability to remain calm under pressure.
If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.
Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.
If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel 0117 414 1151.
The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.
At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above.
Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.
Employer Certification / Accreditation Badges
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.
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