About this role
Job summary
Clinical CQI & DoS Lead
At DHU Healthcare, every role matters. Because every moment gives us the chance to make the difference - for patients, colleagues and communities. Wherever you join us, your compassion, commitment and skills will not only make all the difference in the moment today but also shape the care we deliver tomorrow.
DHU Healthcare has been providing the support patients need for more than 30 years. Today, were proud to be the largest NHS 111 provider in the country, rated OUTSTANDING by the Care Quality Commission. Our teams answer around one in every four NHS 111 calls made across England, providing millions of people with safe, compassionate advice when they need it most.
Main duties of the job
Maintain expert knowledge of NHS Pathways through regular call taking, ensuring safe, effective, patient-centred decision making. Lead Clinical Quality Improvement (CQI) activities, using audits, data analysis and patient journey reviews to improve care quality and outcomes. Collaborate with internal and external stakeholders to review calls, share learning and enhance patient pathways. Investigate incidents and complaints, producing reports, identifying trends and embedding learning to improve service delivery. Analyse performance data to identify risks, trends and improvement opportunities, supporting governance and decision-making. Develop and maintain processes, procedures and audit systems in line with governance and ISO standards. Work with managers and trainers to identify performance trends, address outliers and ensure training quality and consistency. Provide updates to senior leadership on CQI performance, KPIs and improvement initiatives. Support the development and optimisation of the Directory of Services (DoS) through performance analysis and stakeholder collaboration. Lead or contribute to service improvement projects, system testing and implementation of NHS Pathways and Adastra developments. Maintain accurate documentation, support business continuity and ensure compliance with professional and regulatory standards. Registered Clinician accredited in NHS Pathways Clinical Decision Support Software.Accredited NHS Pathways Coach/Trainer.
About us
With us, your wellbeing comes first.
Well support your health, happiness and future with benefits that put you first:
Access to the NHS pension scheme (well also honour your existing NHS pension pot and holiday entitlement if youre transferring) Wellbeing support Flexible working options Career growth and development opportunitiesEnjoy the same great benefits as you move into your new role.
Enjoy the same great benefits as you move into your new role. Your benefits continue with you, supporting your health, wellbeing, and future.
Keep developing as you step into your new role
Keep developing as you step into your new role Your development moves with you with us, you can continue building your skills and exploring new opportunities. With career pathways, tailored training, and the DHU Academy, youll have the tools and encouragement to take the next step, make an impact, and grow in ways that matter to you.
With us, everyone belongs.
Great work happens when everyone feels seen, supported, and valued. We welcome colleagues from all backgrounds and proudly support the Armed Forces community. Inclusion and belonging are essential to our values, and together we make the difference. As a Disability Confident Employer, we welcome candidates to share any support or reasonable adjustments they may need during the recruitment process.
Your skills, ideas, and growth continue to matter at DHU Healthcare.
Take the next step and make an even greater impact.
Job description Job responsibilities
Clinical CQI & DoS Lead
At DHU Healthcare, every role matters. Because every moment gives us the chance to make the difference - for patients, colleagues and communities. Wherever you join us, your compassion, commitment and skills will not only make all the difference in the moment today but also shape the care we deliver tomorrow.
DHU Healthcare has been providing the support patients need for more than 30 years. Today, were proud to be the largest NHS 111 provider in the country, rated OUTSTANDING by the Care Quality Commission. Our teams answer around one in every four NHS 111 calls made across England, providing millions of people with safe, compassionate advice when they need it most.
Key Responsibilities
Maintain expert knowledge of NHS Pathways through regular call taking, ensuring safe, effective and patient-centred decision making. Lead and support Clinical Quality Improvement (CQI) processes, using audit, data analysis and patient journey reviews to drive continuous improvements in care quality and outcomes. Work collaboratively with internal teams and external partners to review calls, share learning and improve patient journeys across the wider healthcare system. Support the investigation and management of incidents and complaints, producing clear reports, identifying themes and embedding learning to enhance service delivery. Analyse quantitative and qualitative data to identify risks, trends and opportunities, presenting insights to inform governance, decision making and service improvement. Develop, implement and maintain robust processes, procedures and audit trails in line with governance and ISO standards. Design and deliver targeted training, coaching and mentorship to improve individual and team performance, fostering a culture of continuous learning. Work closely with managers and trainers to identify performance trends, address outliers and support staff development and capability. Ensure quality and consistency of NHS Pathways training through audit and ongoing support to trainers. Contribute to stakeholder engagement with professionalism, building strong working relationships across systems. Provide regular updates to senior leadership on CQI progress, KPIs and improvement initiatives. Support the effective use and development of the Directory of Services (DoS), analysing performance, identifying improvements and collaborating with regional and national teams to enhance service delivery. Lead or support service improvement initiatives, system testing and implementation projects, including NHS Pathways and Adastra developments. Maintain accurate documentation and support business continuity processes, escalating risks where required. Uphold professional standards, maintaining registration, accountability and compliance with regulatory requirements. Registered Clinician accreted to use NHS Pathways Clinical Decision Support Software. Accredited NHS Pathways Coach or Trainer.With us, your wellbeing comes first.
Well support your health, happiness and future with benefits that put you first:
Access to the NHS pension scheme (well also honour your existing NHS pension pot and holiday entitlement if youre transferring) Wellbeing support Flexible working options Career growth and development opportunitiesFor more information on the full range of benefits available click here.
Enjoy the same great benefits as you move into your new role.
Enjoy the same great benefits as you move into your new role. Your benefits continue with you, supporting your health, wellbeing, and future. For more information on the full range of benefits available, click here.
Keep developing as you step into your new role
Keep developing as you step into your new role Your development moves with you with us, you can continue building your skills and exploring new opportunities. With career pathways, tailored training, and the DHU Academy, youll have the tools and encouragement to take the next step, make an impact, and grow in ways that matter to you.
With us, everyone belongs.
Great work happens when everyone feels seen, supported, and valued. We welcome colleagues from all backgrounds and proudly support the Armed Forces community. Inclusion and belonging are essential to our values, and together we make the difference. As a Disability Confident Employer, we welcome candidates to share any support or reasonable adjustments they may need during the recruitment process. For more information on how DHU can support you, please click here.
Your skills, ideas, and growth continue to matter at DHU Healthcare.
Take the next step and make an even greater impact.
Person Specification
Experience Essential
Sound understanding and experience of using the NHS Pathways system Demonstrable system expertise in Adastra desirable An sound understanding of how the Directory of Services (DOS) works Experience or good understanding of the NHS Pathways CQI Management Framework Ability to grasp technical processes and to communicate these to others in a clear and logical manner Excellent verbal and written communication skills and ability to present self in a professional manner at all times Proven track record in involvement of clinical improvement strategies Ability to analyse and interpret data intelligently and effectively to make meaningful judgement and plan next steps Experience of performance management including leadership skills that motivate and engage others A sound understanding of Clinical Governance and its remit within telephone triage Ability to analyse and interpret data intelligently and effectively to make meaningful judgement and plan next steps Proven ability to give skilled performance related feedback to staff Ability to design, implement and evaluate targeted performance improvement plans to address competence and performance issues Ability to design, implement and evaluate clinical training courses required to support the development and learning of all staff groups within DHU Health Care Excellent verbal and written communication skills and ability to present self in a professional manner at all times Excellent computer skills with the ability to use Microsoft Office applications to an effective standard Awareness of effective record keeping and ISO standards Ability to work effectively both independently and as part of a team Assertiveness and willingness to challenge unacceptable practice in a professional manner Excellent organisation and time management skills with the ability to prioritise competing demands
Qualifications Essential
Registered Clinician accredited to use the NHS Pathways Clinical Decision Support Software Accredited NHS Pathways Coach Accredited NHS Pathways Trainer (or willingness to complete training) Recognised training qualification desirable
Person Specification Essential
Thrives on working at a high standard and insists on quality outcomes Self-motivation and the initiative to see a task to completion Positive attitude and belief in self Creative and innovative thinker A keenness to develop and learn in everyday practice Strong commitment to role and DHU 111 Enthusiastic approach to work with the ability to enthuse, influence and motivate others Able to communicate difficult/ sensitive information tactfully Ability and willingness to work unsocial hours Flexibility in working to meet service needs
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.
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 DHU Healthcare
Address Birch House
Joseph Street
Oldbury
B69 2AQ
United Kingdom
Employer's website http://www.dhuhealthcare.com/ (Opens in a new tab)