Quality Assurance Officer - Incidents & Complaints

NHS; Grimsby; On-site; GBP 29,000 - 36,000; Full time

Job summary

A community health and social care provider in Grimsby seeks a Quality Assurance Officer for incidents and complaints management. You will ensure adherence to quality management frameworks and compile complex reports. Required: degree-level education and experience with data systems like SystmOne. The role offers a competitive salary between £29,317 and £35,715 annually.

Benefits

Pension scheme

Flexible working options

CPD/development opportunities

Qualifications

• Proven experience in maintaining and manipulating information systems.
• Experience of customer service and working with people.
• Proven experience of developing customised reports/information packs.

Responsibilities

• Support the delivery of governance and quality assurance agenda.
• Compile complex analytical reports and data dashboards.
• Act as coordinator for incidents and significant events analysis.

Skills

Effective verbal, written and communication skills

Ability to analyse and interpret data

Computer skills (including excel, Microsoft packages and databases)

Ability to handle sensitive and confidential information

Education

Educated to degree level or equivalent experience

GCSE A-C in English and Mathematics

Level 3 IT qualification or equivalent experience

Tools

SystmOne

InPhase

Excel

Job description

Quality Assurance Officer - Incidents & Complaints

The Quality, Regulation and Improvement Team deliver a crucial HQ function for the organisation. The Team is responsible for ensuring that Care Plus Group has in place efficient and effective Governance arrangements that provide assurance to the Care Plus Group Board and wider stakeholders. The team work with leadership, managers and staff across the organisation to ensure adherence to a robust quality management framework in line with ISO 9001 Quality Management, PSIRF, incorporating several quality improvement measures including:

• Incident, accident, complaints, non-conformance management including the management of Serious Incidents and compliments
• Audit Programme: clinical/non-clinical and ISO 9001 process approach reviews and audit
• Compliance with Regulatory Bodies i.e. Care Quality Commission (CQC)
• Management of staff, volunteer, student, customer and service user feedback
• Management of alerts, including CAS, NICE Guidance etc.
• Continuous service improvement and development
• Reporting: quality accounts, trend analysis, audit, feedback etc.
• Utilisation of Canva Infographics, InPhase Oversight and SystmOne

Please note that Care Plus Group are not currently registered to sponsor applicants from outside the EU and EEA.

Main duties of the job

CARE PLUS GROUP

DEPARTMENT: Quality, Regulation & Improvement Team

Vacancy based at: Westgate Park

Quality Assurance Officer Incidents & Complaints

37.5 hours per week, permanent

You will be required to work Monday-Friday

Range 5 £29,317 - £35,715 - you will be appointed on a fixed salary point within the salary range

You will work as part of a dynamic team to support the delivery of Care Plus Groups governance and quality assurance agenda, including administration of the InPhase Oversight system, including but not limited to questionnaire design, training where required and customising triangulated data dashboards. You will act as co-ordinator for all incidents and significant events analysis for the organisation, be able to undertake investigations and offer training and support to others. Be able to identify trends and develop action plans as required to ensure implementation of subsequent recommendations. You will compile a variety of complex analytical reports and interactive data dashboards to inform key stakeholders on incidents, trends etc. in an engaging format appropriate for the target audience.

About us

Care Plus Group is an employee owned Social Enterprise, established in 2011 to deliver NHS community health and social care services and employ over 800 people. A key feature of our organisation is the positive culture we have developed which is based on valuing, trusting, engagement, and involvement of our staff.

We consistently deliver high quality innovative services across NE Lincolnshire, reflected in an ongoing above 95% customer satisfaction feedback. Our services have received national recognition/commendations and Awards including winning a national HSJ award in November 2021. We hold the highest possible standard of ISO accreditation and are committed to reducing our carbon footprint.

We offer excellent terms and conditions including optional membership to a contributory pension scheme, Independent Provider closed access to the NHS pension scheme, lease cars, a full induction programme and an extensive range of CPD/development opportunities. We recognise continuous service from partner Health and Care organisations for the purposes of annual leave entitlement.

We are a supportive employer and operate in a way which supports family friendly and flexible working. CPG is an equal opportunities employer, committed to safeguarding the welfare of vulnerable adults and expect the same commitment from all staff and volunteers. As a Disability Confident employer, we will interview all disabled candidates who meet the essential criteria.

Job responsibilities

The job description is attached as a separate document with the person spec - please refer to it for more information.

Person Specification

Experience

• Proven experience in maintaining and manipulating information systems including but not limited to databases and complex excel spreadsheets.
• Proven experience of developing customised reports/information packs for varied audiences.
• Ability to deliver training relating to own work area.
• Experience of customer service and working with people.
• Experience of InPhase or other incident reporting systems.
• Experience of SystmOne

Other

• Ability to travel within and beyond North East Lincolnshire as required.

Skills & Knowledge

• Effective verbal, written and communication skills.
• Diplomacy and tact.
• Ability to work as a team player and on own initiative unsupervised.
• Ability to work to strict deadlines.
• Confidence to deal with all levels of seniority within and outside the organisation.
• Ability to analyse and interpret data/complex data.
• Ability to process sensitive and complex information.
• Ability to write reports.
• Computer skills (including excel, Microsoft packages and databases).
• Ability to handle sensitive and confidential information.
• Ability to write policies and procedures.
• Able to demonstrate commitment to Care Plus Group core values
• Knowledge of the Patient Safety Incident Response Framework (PSIRF)

Qualifications

• Educated to degree level or equivalent experience in relevant field.
• GCSE A-C in English and Mathematics.
• Level 3 IT qualification or equivalent experience that includes Excel.

£29,317 to £35,715 a year - you will be appointed on a fixed salary point within the range