About The Role
We are seeking a dynamic and experienced Patient Safety and Complaints Improvement Manager to join our team. This role is pivotal in ensuring the highest standards of patient safety and managing complaints effectively within our organization. The successful candidate will be a strong leader, an excellent manager, and a people person, keen to manage and develop their team.
Key Responsibilities:
1. Leadership and Management: Lead and develop the Patient Safety and Complaints Improvement Team and the Governance Officer Team, fostering a culture of continuous improvement and excellence.
2. Process Improvement: Develop and implement processes to prevent accidents and improve the management of complaints and patient safety incidents.
3. Data Analysis and Reporting: Analyse key trends, provide and present information, and bring forward business cases to support strategic improvements.
4. Regulatory Compliance: Ensure compliance with NHS regulations, Nursing regulations, GPHC regulations, and PSIRF guidelines.
5. Stakeholder Engagement: Build and maintain professional relationships with internal and external stakeholders, ensuring effective communication and collaboration.
6. Training and Development: Provide guidance and training to the team on root cause analysis, continuous improvement methodologies, and regulatory requirements.
Key Performance Indicators (KPIs):
1. Operational Plan Execution: Progress the operational plan to support the achievement of the strategy at the expected rate.
2. Regulatory Compliance: Ensure no adverse regulatory inspection outcomes and adherence to all applicable policies and procedures.
3. Incident and Complaint Management: Achieve a downward trajectory in incidents and near misses, and ensure effective management and reporting of patient safety incidents.
4. Continuous Improvement: Implement and monitor corrective and preventative actions (CAPAs) to avoid recurrence of similar events, and celebrate small wins.
5. Data-Driven Insights: Use data analytics to identify trends, guide decision-making, and drive continuous improvement.
6. Stakeholder Feedback: Maintain positive feedback from internal and external stakeholders regarding best practices, compliance, and quality culture.
7. Team Development: Achieve team objectives and targets, ensure high colleague retention, and maintain a positive culture towards quality and continuous improvement.
Why Lloyds Clinical?
We have a lot to offer to not only the 100,000 patients we support, but also to our valued employees. Lloyds Clinical has a wide range of exciting opportunities for passionate professionals across nursing, patient services, compounding, pharmacy and warehousing. These roles come with fantastic benefits including:
* 25 days annual leave plus bank holidays
* Company bonus scheme
* Outstanding training & development programmes
* Up to £1200 refer a friend bonus
* Full support from our employee assistance programme including a health and well-being app
* Savings and discounts at multiple retailers through our rewards portal
About You
1. Experience: Proven experience in managing complaints and patient safety incidents within a healthcare setting is essential.
2. Knowledge: In-depth knowledge of NHS or other regulated business environments, Nursing regulations, GPHC regulations, and PSIRF.
3. Skills: Strong leadership and management skills, excellent communication and writing abilities, and proficiency in data analysis and reporting.
4. Qualifications: Background in healthcare, nursing, or a related field. Process improvement or Lean Six Sigma certification is beneficial.
5. Attributes: A proactive and strategic thinker, capable of embedding a culture of quality and continuous improvement.
Working Environment:
1. Professional Setting: Work in a professional environment with a focus on patient safety and quality improvement.
2. Hybrid Role: Minimum of 2 days in the office, with flexibility to manage your own diary.
3. Supportive Culture: Join a team committed to excellence and continuous improvement.
Application Process:
This role is open for both internal and external candidates. If you are passionate about patient safety and have the skills and experience we are looking for, we would love to hear from you.
Join us on our journey to enhance patient safety and quality of care. Apply now to make a meaningful impact!
About Us
At Lloyds Clinical, with over four decades of experience supporting patients since 1975, we are dedicated to delivering exceptional clinical homecare services to more than 100,000 patients in their own homes, workplaces, or communities across the UK. Our comprehensive range of treatments spans from medication delivery to specialised nursing for complex conditions such as home parenteral nutrition, chemotherapy, IV antibiotics, enzyme replacement therapy, rheumatoid arthritis, multiple sclerosis, and beyond. Working in collaboration with the NHS, pharmaceutical companies, and private medical insurers, we prioritise patient care and are guided by our values of Delivering together, Being Accountable, Giving it our all and Continually Improving to provide the highest standards of service delivery and patient outcomes.
We pride ourselves on being an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our resourcing team.
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