Quality Investigations Officer

Integrated Care System; Exeter; On-site; GBP 30,000 - 45,000; Full time

Job summary

A National Healthcare Organization in Exeter is seeking a Quality Investigations Officer. This role involves conducting investigations under the Patient Safety Incident Response Framework to enhance patient safety standards. Candidates should have a strong background in investigations and report writing, with excellent communication and interpersonal skills. This position offers opportunities for professional development and is based in a supportive team environment.

Benefits

Holiday entitlements of 27 days per year

Pay enhancements for out of hours, shift and overtime working

Free parking across Trust sites

Qualifications

• Experience of conducting investigations, including complex cases.
• Significant experience of writing comprehensive reports.
• Experience in communicating directly with patients and bereaved families.

Responsibilities

• Undertake investigations required under PSIRF.
• Produce high quality investigation reports.
• Support the Trust's Quality Leads in investigations.

Skills

Excellent communication skills

Ability to conduct complex investigations

High-quality report writing

Empathy

Interpersonal skills

Education

5 GCSE's (Grade A-C including Maths & English)

Degree or equivalent experience

Job description

Go back South Western Ambulance Service NHS Foundation Trust

Quality Investigations Officer

The closing date is 14 August 2025

A rare and exciting opportunity to join the Patient Safety team as an Investigating Officer has arisen. The successful candidate will support the delivery of quality for the Trust, ensuring safe and high quality services and learning from experience with the welfare of patients and staff at the heart of this role. Collating and analysing data from a variety of sources you will complete reviews of incidents, in line with the principles of the Patient Safety Incident Response Framework (PSIRF). Utilising these skills you will complete a wide variety of investigations for a number of audiences. Your excellent communication skills will be utilised in many forms and you can develop these skills to successfully communicate with patients, families, staff, external organisations and other stakeholders. You would be joining an extremely supportive, proactive team with an opportunity to develop your knowledge and skills.

Main duties of the job

Main duties of this role is the collation and analysis of data, to produce high quality incident investigations and also provide resilience across the Directorate in other roles. The successful candidate will need to have a really 'can do' attitude to their role and responsibilities. We are looking for someone who can integrate with an established and successful team, who are hard-working, resilient and have the most amazing ability to question data, identify learning for the organisation and push for improvement. The successful candidate will have to manage the duties detailed in the job description with empathy, integrity and a positive outlook. If you demonstrate excellent verbal, non-verbal and written communication skills alongside experience in administration, writing high quality reports, great inter personal skills and a really inquiring mind then this may be the job for you.

About us

Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England and responding to an average of 2,650 incidents every day.

We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core.

The role is based in Exeter, one of the most vibrant, attractive and historically interesting cities in England, with excellent transport links and a great mix of independent shops, cafes and bars.

If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples' lives, then we would love to hear from you.

In return we will equip you with the skills and resources you need to thrive in your role.

You will have opportunities to progress to roles across the Trust and enjoy continuous professional development.

• A standard working week of 37.5 hours
• Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years
• Pay enhancements for out of hours, shift and overtime working
• Career and salary progression
• Car leasing scheme
• Free parking across Trust sites
• Staff networks
• Wide range of discounts from various organisations across the UK

Job responsibilities

Investigations

Undertake investigations that are required under PSIRF and adverse incidents that require a higher level of investigation within the Trust.

To undertake, under the supervision of the Quality Leads or Assistant Quality Leads, Patient Safety Incident Investigations (PSIIs) or facilitate After Action Reviews (AARs), Patient Experience and Coroners investigations in accordance with Trust policy, best practice and national guidance.

Produce high quality investigation reports and present findings to the PSII review meetings including the following key tasks:

o Reviewing records.

o Producing a chronology of events.

o Interviewing staff (where required) to support the investigation process.

o Interviewing patients/families (where considered appropriate) to support the investigation process.

o Liaising with other healthcare professionals, organisations and external bodies.

o Producing an investigation report.

o Identifying learning.

o Presenting findings to PSII Review meetings.

o Feeding back findings to the Trust, staff, patients and their carers/families.

Support the Trusts Quality Leads in undertaking investigations and review of incidents in relation to Inquests from the HM Coroner and investigations into clinical negligence claims. This will require the production of high quality reports that are to be provided and presented to Coroners court, Trust solicitors and other interested parties.

Attend inquests, as appropriate, to present investigation findings.

• Produce and maintain accurate and up to date investigation files ensuring accurate records of Duty of Candour compliance are maintained, in accordance with the Trusts Information Governance arrangements.
• Work within Trust policies to meet required standards and deadlines, relating to PSIRF investigations, and Coroners requests in accordance with national or legislative requirements. Maintain accurate records to provide assurance that national and local timescales are adhered to.

Contribute to investigations undertaken by external organisations, ensuring they accurately reflect the Trusts involvement. This will include liaising with external organisations and attending multi-agency meetings.

With the support of the Quality Leads, identify key areas of learning for the organisation following investigation.

Communication

Support and actively contribute to the promotion of a culture of continuous quality improvement within all facets of the Trust to ensure best practice in the delivery of patient care.

Implementation of Duty of Candour in the absence of the Family Liaison Officer (FLO), and provide resilience for this role.

Keep all relevant parties informed of progress during an investigation including Quality Leads and, in the absence of the FLO, patients and their families.

Deal with telephone and email enquiries relating to investigations in accordance with Trust procedures, ensuring an accurate log is maintained of all communications.

• Deal with telephone and email enquiries relating to investigations in accordance with Trust procedures, ensuring an accurate log is maintained of all communications.
• As part of the investigation process provide and receive highly complex, sensitive and contentious information ensuring that Information Governance policies are adhered to.

Provide feedback to the Quality Leads and Patient Safety Manager on the key areas of learning identified during investigation through the development, agreement and timely delivery of action plans.

Provide feedback to those involved in investigations, under Duty of Candour regulations, including initial contact, regular updates and feedback following investigation of incidents. This will include patients, next of kin, staff and other organisations.

Training and Guidance

Provide support and guidance to Managers, Operations Officers and others in managing Adverse Incidents submitted by staff and help ensure that each incident is investigated and closed according to Trust policy.

Actively participate and contribute to the effective running of the Patient Safety team, and assist with the development and education of others to increase awareness of the Quality Patient Care Directorate and role throughout the Trust.

General Team Responsibilities

Contribute to the efficient running of the Patient Safety functions and provide assistance as required within the Quality Patient Care directorate.

Support the Quality Lead with any other reasonable request in support of the Patient Safety teams role and objectives.

Provide resilience for other roles within the Quality Patient Care Directorate.

Deputise for the Assistant Quality Lead, as required.

Personal Development

Take a part in activities that lead to personal growth and/or team growth.

Attend appraisal sessions with direct line manager.

Take a lead in identifying own development needs.

Person Specification

Education and qualifications

• 5 GCSE's (Grade A-C including Maths & English).
• Degree or equivalent experience.

Previous experience (paid/ unpaid relevant to job)

• Experience of conducting Investigations, including those which are complex
• Significant experience of writing high quality, comprehensive reports
• Experience of communicating directly with patients and bereaved families.
• Experience of working in within a healthcare setting
• Trained in a systems based approach to investigations. Using SEIPS (System Engineering Initiative for Patients Safety) methodology
• Experience of working in a customer care environment.
• Experience of communicating with vulnerable people.

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.

South Western Ambulance Service NHS Foundation Trust