About this role
Job summary
Mersey and West Lancashire Teaching Hospitals NHS Trust are seeking an organized and proactive Quality & Governance Facilitator to join our Clinical Support Services (CSS) Division. In this vital Band 4 role, you will provide comprehensive clerical and administrative support to ensure the delivery of an effective Clinical Governance Assurance Framework and risk management strategy.
The CSS Division covers a wide range of essential services across the Trust footprint, including Pathology, Radiology, Pharmacy, Cancer, Psychology, Admin and Access, Therapies, and Outpatients. Working under the guidance of the Quality, Safety & Governance Lead, you will play a key role in supporting all aspects of our governance processes. If you have a solid understanding of healthcare governance, excellent administrative skills, and a desire to promote a culture that actively improves clinical safety and patient quality, we want to hear from you.
You must have a GCSE standard or higher education, RSA 3 / NVQ Level 3 Business Administration (or equivalent experience), proven minute-taking and Microsoft Office skills, experience in a similar healthcare or administrative role, and the ability to demonstrate the Trust's core values of being Kind, Open, and Inclusive
Main duties of the job
o Stakeholder Liaison: Act as a central point of contact to coordinate with Directorate Managers, clinical leaders, governance colleagues, and lead investigators regarding ongoing incident investigations and management of risks, PALS, claims/litigation and complaints.
o Complaints Support: Manage and facilitate complaints, which includes organizing resolution meetings with complainants and proactively monitoring deadlines to ensure all official complaint responses are completed within established Trust KPIs.
o Meeting Coordination: Organise and support divisional Quality & Safety Meetings as well as incident panels, ensuring agendas, minutes, action logs, and trackers are meticulously maintained and associated administration actions are completed effectively and in a timely manner.
o Risk & Reporting Systems: Provide effective risk administration and help ensure high quality management, documentation and action completion, on the Trust's Risk Register.
o Project Assistance: Support project planning for key governance and quality improvement projects in response to lessons learnt and Trust objectives.
o Team Support: Provide cross-cover administrative support for Personal Assistants and other team members during periods of absence to ensure continuous service delivery.
About us
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 10,500 dedicated and skilled staff across 21 sites.
Our services
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements
- Rated Outstanding by CQC Inspection August 2018
- Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
- National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme.
Job description
Job responsibilities
Main duties of the job
Incident Management: Administer the receiving, acknowledging, tracking, and initial review of all incidents and near misses on the InPhase system, allocating them to appropriate investigators and escalating urgent patient safety concerns.
Stakeholder Liaison: Act as a central point of contact to coordinate with Directorate Managers, clinical leaders, governance colleagues, and lead investigators regarding ongoing incident investigations and management of risks, PALS, claims/litigation and complaints.
Complaints Support: Manage and facilitate complaints, which includes organizing resolution meetings with complainants and proactively monitoring deadlines to ensure all official complaint responses are completed within established Trust KPIs.
Meeting Coordination: Organise and support divisional Quality & Safety Meetings as well as incident panels, ensuring agendas, minutes, action logs, and trackers are meticulously maintained and associated administration actions are completed effectively and in a timely manner.
Risk & Reporting Systems: Provide effective risk administration and help ensure high quality management, documentation and action completion, on the Trusts Risk Register.
Project Assistance: Support project planning for key governance and quality improvement projects in response to lessons learnt and Trust objectives.
Team Support: Provide cross-cover administrative support for Personal Assistants and other team members during periods of absence to ensure continuous service delivery.
Person Specification
Our Values
Essential
- We are Kind
- We are Open
- We are Inclusive
Qualifications
Essential
- GSCE Standard or Higher
- RSA 3 Typing / Word Processing or equivalent experience
- Good English Language Skills
- Business Administration NVQ Level 3 or equivalent experience
Desirable
- Minute Taking experience
- Secretarial Diploma or equivalent experience
Experience
Essential
- Minute Taking experience
- Microsoft Office Experience
- Ability to work as part of a team
- Experience in a similar role or equivalent knowledge
Desirable
- Previous Governance Secretarial Experience
- Medical Audio Typing
- Knowledge of Trust computer systems
Skills
Essential
- Excellent IT Skills
- Excellent organisational skills
- Ability to communicate professionally at all levels
- Excellent Word Processing and Keyboard skills
- Ability to organise workload effectively and prioritise
- Use of all Microsoft Office software, Word, Excel, Access, Powerpoint
- Ability to use initiative to solve problems
- Highly developed interpersonal skills
- Ability to use own initiative and work independently
- Capability to adapt to most situations
- Reliable and conscientious
- Ability to maintain control of stressful situations
- Able to work the hours and undertake duties required
Other
Essential
- Ability to travel across hospital sites when required
- Possess a friendly and approachable personality
- Comply with Trust policies and procedures at all times
- Ability and willingness to undergo further training for the post
- Maintain confidentiality at all times
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.
Employer details
Employer name
Mersey and West Lancashire Teaching Hospitals NHS Trust
Address
To be agreed
St Helens
WA9 3DA
United Kingdom
Employer's website
https://www.merseywestlancs.nhs.uk/ (Opens in a new tab)