Regulatory Support Manager (Ombudsman) INTERNAL

Betsi Cadwaladr University Health Board; Llanfairfechan; On-site; GBP 42,000 - 54,000; Full time

Job summary

Betsi Cadwaladr University Health Board is seeking a Regulatory Support Manager (Ombudsman) to lead and coordinate responses to Ombudsman concerns, ensuring quality and timeliness. The role supports the Senior Concerns Manager and works within the Quality Assurance & Regulatory team.

The post focuses on improving investigation processes, data capture, and reporting, with a strong emphasis on governance and patient safety.

Qualifications

• Degree level or equivalent demonstrable experience in the Concerns function
• Experience engaging with staff at all levels in a high-volume transactional environment
• Experience in supervision and multi-disciplinary team working
• Knowledge of investigation techniques, patient safety concerns management and risk & risk management tools

Responsibilities

• Manage and collaborate with external organisations; ensure responses are timely and quality assured
• Provide high-quality administrative support to the Senior Concerns Manager (Ombudsman)
• Develop systems to monitor performance and maintain information capture for detailed reports
• Support the implementation of a standard, consistent approach to investigating concerns using common tools and methodologies

Skills

Report writing

Analytical skills

Information analysis & reporting

Learning & change from patient safety

Education

Degree level or equivalent experience

Job description

Job Overview

PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY BETSI CADWALADR UNIVERSITY HEALTH BOARD. This post is Fixed term/Secondment for 12 months to meet the needs of the service.

If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.

The Regulatory Support Manager (Ombudsman) will play a key role in supporting and deputising for the Senior Concerns manager (Ombudsman) in the appropriate handling of PTR Public Services Ombudsman for Wales cases for Betsi Cadwaladr University Health Board, ensuring that the team deal with the above in an efficient and effective manner and adhere to Health Board Policies and Procedures including the Putting Things Right Regulations 2011, the Duty of Candour and Duty of Quality.

Main duties of the job

The Regulatory Support Manager (Ombudsman) will manage and collaborate with external Organisations and individuals outside the Health Board when concerns are received by the organisation. Ensuring that responses are received within agreed timescales and are quality assured prior to distribution. Ensure confidentiality is maintained and where necessary acting with tact and diplomacy when dealing with sensitive or contentious issues.

Provide high quality, comprehensive technical, administrative support to the Senior Concerns Manager (Ombudsman) and work to agreed deadlines.

Manage the administrative infrastructure necessary to support the Quality Assurance & Regulatory team in meeting its objectives and targets, this will include the development of systems and processes to monitor performance against indicators. Maintain effective administrative systems to support the work of the Quality Assurance & Regulatory team.

The Regulatory Support Manager (Ombudsman) will support the Senior Concerns Manager (Ombudsman) in the implementation of a long term, standard, consistent approach ensuring that all concerns are investigated using the same tools and methodology/techniques to aid resolution. The post holder will maintain systems (databases / spreadsheets / action plans etc) ensuring that all information is captured allowing detailed statistical and analysis report to be produced.

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales. Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Person specification

Qualifications And Knowledge

Essential criteria

• Educated or working towards Degree Level or demonstrable equivalent experience acquired through training or relevant degree and/or experience in the Concerns function specialism

Experience

Essential criteria

• Experience of working and engaging with staff at all levels in a high volume transactional environment
• Supervisory experience
• Demonstrable evidence of successful multi-disciplinary team working
• Experience in investigation techniques, patient safety concerns management and risk & risk management, using a range of complementary tools, e.g. Being Open, Root Cause Analysis, and Incident Decision Tree

Skills And Attributes

Essential criteria

• Report writing skills
• Analytical skills - ability to make judgements about facts or situations
• Ability to analyse information, prepare reports and utilise information to inform decision making
• Demonstrable and consistent evidence of organisational and personal learning and change from patient safety concerns, patient experience concerns or improvement programmes

Other

Essential criteria

• Knowledge of the patient safety and quality agenda and policy direction for the NHS
• Knowledge and understanding of the principles of clinical governance and quality improvement.
• Knowledge of Public Service Ombudsman for Wales regulations