Clinical Governance and Quality Administrator

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., The post-holder will act as a facilitator, working closely with staff and managers to resolve incidents and investigations in a timely and effective way in order to achieve the best possible outcome for patients, their families and carers.
The post-holder will have a key role within the Patient Safety team in delivering a patient-centred service for all aspects of patient safety. The post holder will work as an integrated member of the Patient Safety team providing confidential, efficient and effective support to the trusts incident reporting and management process.
The Patient Safety Administrator will be a key member of the Clinical Governance and Quality team and support specific tasks as well as providing administrative cover and support as required and appropriate to the Lived Experience team.
This role requires excellent administrative, verbal and written communication skills together with attention to detail to complete specific tasks. The post holder will be required to communicate formally and informally with both internal and external stakeholders, verbally and in writing., 1. To support the Patient Safety Specialist and key stakeholders to continually develop and implement a patient safety strategy and culture.
2. Responsible for assessing and judging whether where necessary the patient / relative concerns are put through the appropriate Trust processes, including Adult Safeguarding and Patient Safety Incident Investigations. Ensuring that these are escalated quickly and appropriately to the relevant team / manager.
3. Responsible for reviewing compliance of risk management in terms of services and departments having up to date risk registers through review of all organisational risks and highlighting to service leads where risks are not managed in a timely manner
4. To act as a liaison where needed between the clinical governance team, governance team and the supplier(s) of key Patient Safety and Experience system(s) ensuring system development and upgrades are managed in line with internal standards (set by Digital Services)
5. To act as an initial point of contact for service users, their families and carers requesting information or raising concerns with the trust.
6. Facilitate timely reporting, investigation and management of patient safety incidents and events, including the duty of candour process, through liaison with trust staff and other external agencies. Where appropriate supporting patients and carers through the progression of concerns through the NHS Complaints procedure.
7. Provide a confidential service for people who wish to discuss aspects of their care or treatment
8. To ensure all correspondence or patient contact is acknowledged within the national guidance and patients or their advocates are kept informed on developments in their case ensuring any barriers to communication are overcome particularly when individuals are upset or distressed.
9. Encourage a culture where concerns raised are welcomed and incidents and events are used for learning.
10. To provide accurate, appropriate and timely information about Trust services and non-clinical advice to patients, relatives and careers and if necessary, refer people on.
11. To support and facilitate patient safety workshops and meetings such as Safety Group and Learning Huddle, including (but not limited to) the creation of agenda, arranging guest speakers and supporting and encouraging patient participation (where appropriate).
12. The Patient Safety Administrator will be a key member of the Clinical Governance team and support specific Patient safety tasks as well as providing administrative cover and support as required and appropriate to the Lived Experience team.
13. When covering as above, to provide guidance and advice on PALS and complaints related queries from both internal staff members as well as members of the public in line with established processes. This will involve the analysis of facts or situations. Escalating these where necessary whilst supporting the Subject Matter Expert to resolve the issue.
General Responsibilities
14. To carry out and prioritise a variety of administrative and clerical duties and undertake other project administrative tasks (prioritising and generate own workload), which will include:
15. Using a range of software programmes and audiotyping to produce, maintain and distribute documents, including reports, spreadsheets, databases and presentations, which may include regularly dealing with matters of a complex and/or distressing nature.
16. Understanding of a range of work procedures and practices, some of which are non-routine, which require a base level of theoretical knowledge. This is normally acquired through formal training or equivalent experience.
17. Photocopying, scanning, emailing, distributing, filing and organising documentation, reports and presentations.
18. Setting up and maintaining comprehensive, confidential records and electronic recall and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner
19. Opening, date-stamping, sorting and distributing incoming mail, relating it to previous correspondence as appropriate and ensuring that outgoing post is sent in a timely manner.
20. Day to day management of a variety of mailboxes, assessing incoming correspondence and responding where possible or escalating for action.
21. Researching appropriate websites, downloading and circulating documents, as requested.
22. Identify and report areas within working processes and procedures that could improve service delivery.
23. Project management to ensure that statutory and NHS reporting timeframes are adhered to.
24. To maintain schedules and diaries, organise any project meetings and groups, which may involve travel to and from other venues. This will include resolving appointment conflicts, ensuring notes are ready for meetings, issuing meeting invitations, formulating agendas, distributing papers, making room bookings, arranging meeting room layout, equipment, hospitality, greeting visitors and taking formal minutes or notes of meetings.
25. Work is managed, rather than supervised and results/outcomes are assessed at agreed intervals.
26. To undertake telephonist duties, including receiving and processing telephone calls.
27. To communicate with staff and stakeholders at an appropriate level providing clear information and guidance and dealing with fears and lack of understanding, exercising tact and judgement in dealing with and resolving routine enquiries, taking accurate messages and ensuring these are passed to the relevant person in a timely manner.
28. To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning/authorising and receipting goods and services on the NHS procurement system and carrying out research into goods and services as directed.
29. Inputting onto various databases and systems, e.g. Incident & Risk Management systems, Health Roster, Powergate, MS Visio and designated spreadsheets, within the required timescales and deadlines. To undertake a final quality check of specific types of incidents to ensure these are accurately recorded before uploading to the national database (for example: pressure ulcers, moisture lesions)
30. To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times.
31. In conjunction with colleagues, to be responsible for ensuring that petty cash, monies or valuables are accurately recorded and banked promptly and that a regular audit is carried out to ensure compliance with procedures and financial standing orders.
32. To implement policies for own work area and propose changes, as necessary and demonstrating required duties to new starters. To monitor and report sickness absence and annual leave.
33. To receive high value items including (but not exclusively), IT equipment, in accordance with Trust Protocol Guidelines, ensuring secure storage and distribution to the relevant disciplines.
34. Provide cover in other departments, during periods of team absences.
35. It is the post holder's responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.
Key Relationships
This role requires considerable direct contact, both verbal and in writing with patients, staff (at all levels), clinicians and solicitors.
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.

We are seeking an enthusiastic administrator to join our progressive and friendly team who provide key services within the Trust
The role requires you to have excellent organisational skills, the ability to work to a high level of accuracy, and be able to think proactively, whilst being passionate in your ability to provide exceptional administrative support
If you enjoy being busy and would like to work in a supportive environment within a well-established and valued team, then we would like to hear from you.

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.
+ Good benefits package including a minimum 27 days annual leave, plus Bank Holidays, increasing after 5 years and 10 years to a maximum of 33 days
+ Opportunity to join the NHS pension scheme.
+ Wellbeing support (gyms, free eyesight test, cycle to work scheme, wellbeing resources)
+ Free parking at most sites (excluding Norwich Community Hospital)
+ Supportive positive culture that is Well-Led with regular supervision
+ Comprehensive in house and external training programmes available
+ NHS discounts and many more
Please note that applications are accepted by completion of our on-line application form. We cannot accept CV's.