Job Description. Line Management of a small team of staff administrating and managing patient and professional feedback and incidents.

Transcription

1 Job Description Job Title Pay Band Base Dept./Team Responsible to Accountable to Responsible for Complaints, Incidents and Governance Manager New Alderley House, Macclesfield Eastern Cheshire Clinical Commissioning Group Corporate Services manager CCG Quality and Performance Committee Governance Officer and Administrator Job Purpose To manage professional clinical concerns, Serious Untoward Incidents (SUIs), MP Letters, complaints, Subject Access Requests (SAR) and Freedom of Information (FOI) requests for the CCG. Provide expert advice to the CCG in terms of associated current governance regulations, new policy developments and best practice for responding to complaints, concerns, incidents, SUIs and FOIs; ensuring the CCG implements measures into current practice. Manage the quality concerns process of the CCG which gathers feedback from GPs and other providers; ensuring that they are investigated responded to and learned from by organisations and that gathered intelligence informs the commissioning decisions of the CCG. To ensure that thorough investigations are carried out for all concerns, incidents or complaints raised and to contribute to the implementation of improvement programmes acting as a catalyst for change, recommending actions to resolve problems. Line Management of a small team of staff administrating and managing patient and professional feedback and incidents. Organisation Chart Chief Officer Corporate Services Manager Complaints, Incidents and Governance Manager Commissioning Team Governance Officer Governance Administrator

2 Key Responsibilities Support the development and implementation of the corporate governance system and processes, including assurance frameworks. Support the development and implementation of processes for performance management of serious incidents in provider organisations. Responsible for the day to day management of the team that manages risk, incidents, concerns, serious untoward incidents, incidents, complaints, MP Letters, Subject Access and FOI requests ensuring it provides a professional and effective service that adheres to formal processes which are robust, effective and compliant with regulations and good practice. Ensure timely and effective coordination of complaints, concerns, incidents, SUIs and MP letters that require joint investigation with a partner organisation. Ensure all concerns, incidents, serious untoward incidents, complaints, MP letters and FOI requests are appropriately logged. To support the CCG in listening to, responding to and learning from, comments, concerns, complaints and compliments. Ensure that any complaints or concerns about provider services received by the CCG are subject to robust investigation and responded to appropriately. Analysis of information to identify themes and learning; providing regular reports relating to key areas of responsibility to the Governing Body Sub Committees ensuring exception and highlight reports are produced where required. Oversee the coordination production and quality assurance of forward planning to support delivery of agendas, papers for submission to formal CCG Sub Committees. Develop the CCG Complaints and Serious Incident Processes; ensuring complaints procedures are followed in-line with the latest guidance, ensuring quality, complete and timely responses. Ensure that the CCG response to Freedom of Information requests is in-line with the statutory requirements set out in the Freedom of Information Act. Coordinate responses to Freedom of Information requests for the CCG. Provide advice, support, clarification and assistance to staff in relation to the Freedom of Information Act; assisting those who are contributing to requests for information to ensure the information that is provided meets the requirements of the Act. Identify trends in information requests and establish whether information requested could be more readily available in the future. Ensure that written responses are of a high quality; clearly and accurately presented including identification of the learning captured as a result. Ensure that the service is assessable and responsive and is committed to resolving concerns quickly and learning from the issues raised. Analyse, interpret and present data to highlight issues, risks and support decision making. Support an integrated approach to reporting and learning from feedback and incidents by working closely with other members of the Commissioning Directorate and the rest of the CCG. Ensure that the principles of being open and transparent are fully practiced.

3 Utilise advanced communication skills to communicate complex and sensitive information in situations which may be contentious or hostile. Gain assurance on behalf of the CCG from local providers that they have effective systems and processes in place for managing and learning from incidents and complaints which are compliant with the regulations, guidance and good practice. To plan, lead and manage projects, utilising appropriate project management methodology that demonstrates a whole system approach and work across organisational boundaries. Provide advice in relation to corporate governance systems and processes, including risk management systems, accident and incident management and compliance processes. To comply with relevant Health and Safety Policies and associated working procedures and guidelines. To contribute to the development of effective strategies, policies and processes to ensure the smooth running of the organisation Support the CCG in discharging its duties in line with its standards of good governance and its Constitution, including providing advice and guidance to CCG members and staff as required. To support the identification and sharing of best practice in relation to corporate governance systems and processes. Monitoring external supplier software contracts. Liaising with the suppliers to develop the product to meet the needs of the CCG. Responsible for the day to day range of staff management matters, which will include responsibility for supporting appraisals, development of staff, recruitment and where necessary processes such as grievance and disciplinary matters. Responsible for an individual s development on the job and job performance management. Work in conjunction with line managers and other job managers to assess and manage confidential information about an individual s performance and capability development. To build and maintain effective working relationships with key stakeholders, including GPs and other primary care clinicians, patient representatives, providers, Local Authority, third sector, other partners and the local community. Manage budgets and agree payments in line with CCG Schemes of Delegation. Key Relationships: Internal Clinicians (GPs and other health professionals) Staff Board Members Practices External Commissioning Support Organisations Local Authorities Health Providers Overview and Scrutiny Committees/Health and Wellbeing Committees National Audit Commission or equivalent bodies

4 NHS England This list of duties is not intended to be exhaustive, but indicates the main areas of work and may be subject to change after consultation with the post-holder to meet the changing needs of the service Generic Clauses For All Job Descriptions To ensure own actions contribute to the maintenance of a quality service provision. To be responsible for the self-development of skills and competencies through participation in training and development activities and to maintain up to date technical and professional knowledge relevant to the post. To participate in the CCG s Performance and Development Review and to undertake any identified training and development related to the post. To undertake statutory and mandatory training as deemed appropriate by the CCG. To develop and maintain effective working relationships with colleagues. To adhere to all CCG policies and procedures. Confidentiality All CCG staff and contractors working for the CCG have both a common law duty and a statutory duty of confidentiality to protect patient (and indeed any personally identifiable) information and only use it for the purposes for which it was intended. The disclosure and use of confidential patient information needs to be both lawful and ethical. Information Governance CCG staff must keep up-to-date with the requirements of information governance and must follow CCG policies and procedures to ensure that CCG information is dealt with legally, securely, efficiently and effectively. Staff must appropriately manage the records they create or hold during the course of their employment with the CCG, making the records available for sharing in and confidentiality policies, procedures and guidelines (eg Freedom of Information Act 2000, Caldecott Guidelines). Health & Safety All staff have a duty to ensure the health and safety of themselves and others whilst at work. Safe working practices and health and safety precautions are a legal requirement. ALL accidents must be reported to your manager and in-line with the general philosophy of the CCG; you must participate in accident prevention by reporting hazards and following relevant policies and procedures including Moving and Handling Guidelines. Risk Management You are required to contribute to the control of risk and use the incident reporting system to alert the CCG of incidents or near misses that may compromise the quality of services. Infection Control: All staff therefore have a duty to comply with all CCG policies and guidelines in relation to Infection Prevention and Control. You have a duty to ensure that you minimise the risk of infection and infectious diseases. This responsibility includes minimising the risk by highlighting any concerns you may have to the appropriate person as identified in the policies and guidelines and challenging inappropriate infection control and hygiene practice.

5 Equality & Human Rights: The CCG will ensure that job applicants and prospective and current employees are treated solely on the basis of their merits, abilities and potential without any unjustified discrimination on grounds of age, gender, gender reassignment, sexual orientation, disability, family circumstances, race, colour, nationality, ethnic origin, religion or belief, trade union activity and social and economic status. Codes of Conduct and Accountability: You are required to comply with CCG Codes of Conduct and Accountability and any relevant codes of conduct dependent on profession (ie N&M/NHS Managers/Allied Health Profession etc).

6 PERSON SPECIFICATION JOB TITLE Complaints, Incidents and Governance Manager PAY BAND QUALIFICATIONS ESSENTIAL Educated to Degree level or equivalent experience Qualification in Governance or equivalent experience Senior Management experience in a general management setting DESIRABLE Appropriate managerial qualification or equivalent in a governance role Qualification in programme or project management Information Technology Systems METHOD OF ASSESSMENT ( / / Assessment) Experience of working in a governance service role. KNOWLEDGE Detailed understanding of issues relating to Corporate Governance, Risk Management, complaints handling, Freedom of Information requests, serious incident management (SUIs), associated legislation and subject access requests Clear understanding of NHS Policy and Strategy Understanding of organisation development principles Ability to manage competing tasks and priorities

7 Excellent written and verbal communication skills Ability to build and motivate teams Change management skills Ability to influence and steer decisions in a multi- agency group SKILLS Ability to write clear and succinct reports, for internal and external purposes Ability to take complex information and interpret it for local implementation Well-developed negotiation and influencing skills and the ability to present debates based on sound business and technical reasoning and commercial awareness Ability to work with clinicians, senior leaders and healthcare staff to influence, deliver and manage change Experience of using analytical skills Experience of interpreting national policy guidance in development of local policies Experience in developing and implementing operational systems and procedures Experience of establishing effective information technology systems Experience of report writing and supporting formal committees Experience of commissioning health care services EXPERIENCE Experience of dealing directly with service users, clinicians and family members to investigate and resolve complaints Experience of chairing multiprofessional forums, boards and meetings. Management experience of leading and fostering team based work to deliver objectives and results. Management experience of operational management and working across organisational boundaries Management experience of policy and strategy development Governance and Risk

8 Management experience Leadership skills Ability to build effective working relationships across a range of health care and other organisations. Political awareness SPECIFIC JOB REQUIREMENT Ability to resolve conflict tactfully Ability to work effectively and constructively under pressure and to meet deadlines with a wide range of managers, clinicians and external agencies Demonstrate the ability to focus on strategic aims and proven ability to work autonomously to agreed objectives A completer finisher Ability to travel within and outside Eastern Cheshire Management of budgets OTHER Commitment to continuous learning and selfimprovement Commitment to the improvement of services for patients across Eastern Cheshire.

9 The CCG require a Standard or Enhanced Disclosure through the Criminal Records Bureau for this post to ensure suitability for employment. Signature of Postholder: Date: Print Name:. Signature of Manager: Date: Print Name:..