About this role
Job summary
We are seeking an experienced and motivated Nursing/midwifery/AHP professional to join the Surgical Division Governance team. This pivotal role supports the delivery of high-quality, safe and compassionate care by strengthening governance arrangements and ensuring that patient experience, learning and improvement are at the heart of divisional practice. The post holder will work closely with clinical and managerial teams, aligned to our values of Compassion, Accountability, Respect and Excellence.
A key focus of the role is the effective management of complaints within the Division. You will provide expert advice and hands-on support to directorate teams, guiding complaints from initial receipt through investigation and Divisional approval. This includes liaising directly with complainants in complex and sensitive situations, promoting early resolution where appropriate, and ensuring responses meet statutory, regulatory and Trust standards while driving learning and quality improvement. The post holder will play a key role in the delivery of training in complaints investigation and response writing for the Division.
The post holder will also support incident management and wider governance processes, analysing trends from incidents, complaints and other intelligence to identify risks, themes and opportunities for improvement. You will contribute to divisional governance meetings, prepare reports and support processes such as Duty of Candour.
Main duties of the job
The successful applicant will have previous experience working in a healthcare setting with the ability to:
Manage and coordinate formal complaints in line with statutory and Trust requirements Liaise sensitively with patients, families and staff to support resolution and learning Support incident management processes and undertake thematic reviews Analyse complaints, incidents and trends to identify learning and improvement actions Prepare reports for divisional and directorate governance meetings Support compliance with Duty of Candour, national guidance and regulatory standards Deliver training in complaint investigation and response writing Maintain governance documentation and evidence for internal and external reviews
About us About us
Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire University NHS FT, George Eliot Hospital NHS Trust and Worcestershire Acute NHS Hospitals Trust.
Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.
We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care wed want for our family and friends.
More than 3,000 people work for the Trust they tell us its a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.
We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.
Russell Hardy, Trust Chairman: "The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential."
Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time.
Job description Job responsibilities
To view role requirements and role responsibilities in full, please view the Job description and person specification attached to this vacancy in the supporting documents.
Person Specification
Education and Qualifications Essential
Nursing/Midwifery/AHP Qualification Evidence of relevant ongoing professional development at post graduate diploma level or equivalent relevant experience
Skills, Knowledge and Abilities Essential
Strong interpersonal, communication, negotiating and influencing skills Good IT skills including the use of Microsoft Office Ability to support staff and managers who are involved in the complaints process Ability to deliver information to large groups of individuals Ability to assimilate complex information sufficient to give advice/support Ability to communicate effectively in sensitive situations
Experience Essential
Experience of working in a healthcare setting Training and teaching experience Knowledge and understanding of medical terminology
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name Wye Valley NHS Trust
Address Lionel Green
Hereford County Hospital, Union Walk
Hereford
HR1 2ER
United Kingdom
Employer's website https://www.wyevalley.nhs.uk/ (Opens in a new tab)