Total 4 quality assurance control job vacancies in Customer Service category in NW1 1BS

A Vacancy at Central and North West London NHS Foundation Trust.


Would you enjoy the challenge of working in the Hospital Palliative Care team at UCLH, where we work day to day to achieve the best symptom control, palliative care and end of life care outcomes for the people we care for? Could you imagine yourself working in the heart of the city? Are you ambitious to develop your career and would you like to be supported to do this in a thriving practice with a long tradition of ‘can do’? If yes, then please contact us to find out more.

We are looking to recruit to aBand 7 Clinical Nurse Specialistfor the Inpatient Symptom Control and Palliative Care Team, for a nine month full-time fixed term contract/maternity cover (please do call to discuss this further/hours, we would consider 0.8WTE over 12 months)

As a whole service we provide palliative care to the patients of UCLH and South Camden & Islington community.

You will work as an autonomous practitioner managing a caseload of complex palliative care patients with a variety of conditions. Supported by an experienced team of Clinical Nurse Specialist's, Registrar's and Consultants, you will also have the opportunity to be involved in a wide range of teaching, staff support, projects, service improvement as well as developing your own leadership skills.

Here in Central London, the demand for specialist palliative care is increasing at a faster pace than ever before.

To join us in this demanding and rewarding role you'll need to have...

- Resilience and clear motivation

– Passionate about working with a wide range of people in their last years of life

- An advanced toolkit of clinical skills that simply makes a consistent difference to patients and their families

- An ability to motivate and influence people and operate with a good deal of personal warmth, friendliness and compassion

- Be bright and emotionally intelligent

- Strong networking skills and proven ability to build relationships with a diverse range of people

- An accountability gene that does not shirk from leading in complex situations

- Ability to develop increasing innovation and to utilise the evidence base in palliative care

- Opportunity to occasionally work across the three Palliative care teams: UCLH, South Camden Community, Islington Community

We offer excellent training and development opportunities to support personal and professional development, a range of family friendly policies, an interest free season ticket loan and subsidised sports facilities.

We have a 7 day working pattern with on call via a rota until 8pm each day. Full time CNS's work approximately 3 weekend days over a three month rota (subject to staffing).

The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.

MAIN DUTIES AND RESPONSIBILITIES:
1. To be professionally and legally accountable for all work undertaken. To work within the Standards for Better Health and guidelines of the Palliative Care Centre, the Trusts, and NMC Code of Conduct at all times.
2. To ensure that the patient and their informal carers have an understanding of treatment protocols and give informed consent to examination and treatment interventions recommended.
3. To undertake specialist-nursing assessment of clients with complex palliative care needs through subjective questioning, objective examination, and study of appropriate written material (e.g. clinical records) available.
4. To prioritise factors involved in the patients and informal carers condition through advanced clinical reasoning based on knowledge of current professional opinion, patients prognosis and other physical, psychological, spiritual, ethical, social, and mental health records.
5. To identify patients, their informal carers or children whom may be at risk and vulnerable. Promptly enact the process outlined in the policies for Care of Vulnerable Adults and Care of Vulnerable Children.
6. To constantly monitor, evaluate and review clinical assessments and interventions within the multidisciplinary framework and to modify approach to clinical care as necessary.
7. To act as an expert nurse in palliative care for patients and their families with complex palliative care needs. Monitoring, evaluating and reviewing palliative interventions, taking a key worker role as indicated.
8. To independently receive and make referrals and manage a caseload of patients with complex palliative care needs.
9. To independently assess referrals from a variety of sources where no other professional is currently involved. To establish priority, to determine needs, initiate and monitor treatment plans. To direct and support 1st and 2nd tier clinicians in this process.
10. To work independently within a general Multi-Disciplinary Team to advise on a palliative approach to patients who may not be currently known to the Palliative Care Centre.
11. Develop and conduct skilled nursing interventions with palliative care patients- assessing their palliative care needs and addressing issues such as quality of life, futility, prognosis and end of life decision making within an ethical framework.
12. To be an expert assessor/advisor on pain and symptom management,
psychological/spiritual/social/practical care and ethical decisions at the end of life and to work in partnership, collaborating with a range of professionals to improve their palliative skills.
13. To independently assess bereavement needs for informal carers and give advice, support and make appropriate referrals independently to improve the bereavement outcome.
14. To work autonomously in isolated community care settings that vary in relation to local socio economic and multi-cultural issues.
15. To swiftly respond and lead resolution in challenging or crisis situations within palliative care, eg. difficult family situations, emergencies, and professional distress.
16. To use comprehensive knowledge of other multidisciplinary roles and external agencies to ensure best referral management and achieve best patient care.
17. To act as First Contact for palliative care emergencies out of hours across two community settings and UCLH group of Hospitals. To receive and manage new referrals out of hours with the support of the Consultant on call.
18. To contribute to the development and implementation of uni-disciplinary and multidisciplinary clinical policies, guidelines, protocols and care pathway implementation.
19. To participate in multi-disciplinary assessments and cross agency assessments as required.
20. To ensure dignity for the patients and their families at all times.
21. To ensure clinical records are recorded and maintained on the team database.
22. To provide specialist contribution to health promotion and health education initiatives within the locality.
23. To develop the palliative care skills of other professionals working locally.
24. To undertake courses to extend the scope of nursing roles as specified in CNO 10 document i.e. independent and supplementary prescribing and to use these skills in practise once appropriate qualified. To ensure competence is maintained and new skills are
undertaken according to Trust Guidance within a Governance Framework.
25. To maintain a continuing Professional Development portfolio.
26. To maintain up to date, evaluative client records in accordance with service policy and to contribute to maintaining the minimum data set.
27. To ensure that clinical care that is undertaken is safe and to an acceptable quality, and that it is continuously improving.
28. To contribute to new innovative approaches to nursing within palliative care and ensure this knowledge is shared widely within the profession to enhance patient experiences.
29. To acts as mentor to junior colleagues.


This advert closes on Wednesday 23 Oct 2024

Proud member of the Disability Confident employer scheme

MAIN DUTIES AND RESPONSIBILITIES: To be professionally and legally accountable for all work undertaken. To work within the Standards for Better Health and guidelines of the Palliative Care Centre, the Trusts, and NMC Code of Conduct at all times. To ensure that the patient and their informal carers have an understanding of treatment protocols and give informed consent to examination and treatment interventions recommended. To undertake specialist-nursing assessment of clients with complex palliative care needs through subjective questioning, objective examination, and study of appropriate written material (e.g. clinical records) available. To prioritise factors involved in the patients and informal carers condition through advanced clinical reasoning based on knowledge of current professional opinion, patients prognosis and other physical, psychological, spiritual, ethical, social, and mental health records. To identify patients, their informal carers or children whom may be at risk and vulnerable. Promptly enact the process outlined in the policies for Care of Vulnerable Adults and Care of Vulnerable Children. To constantly monitor, evaluate and review clinical assessments and interventions within the multidisciplinary framework and to modify approach to clinical care as necessary. To act as an expert nurse in palliative care for patients and their families with complex palliative care needs. Monitoring, evaluating and reviewing palliative interventions, taking a key worker role as indicated. To independently receive and make referrals and manage a caseload of patients with complex palliative care needs. To independently assess referrals from a variety of sources where no other professional is currently involved. To establish priority, to determine needs, initiate and monitor treatment plans. To direct and support 1st and 2nd tier clinicians in this process. To work independently within a general Multi-Disciplinary Team to advise on a palliative approach to patients who may not be currently known to the Palliative Care Centre. Develop and conduct skilled nursing interventions with palliative care patients- assessing their palliative care needs and addressing issues such as quality of life, futility, prognosis and end of life decision making within an ethical framework. To be an expert assessor/advisor on pain and symptom management,psychological/spiritual/social/practical care and ethical decisions at the end of life and to work in partnership, collaborating with a range of professionals to improve their palliative skills. To independently assess bereavement needs for informal carers and give advice, support and make appropriate referrals independently to improve the bereavement outcome. To work autonomously in isolated community care settings that vary in relation to local socio economic and multi-cultural issues. To swiftly respond and lead resolution in challenging or crisis situations within palliative care, eg. difficult family situations, emergencies, and professional distress. To use comprehensive knowledge of other multidisciplinary roles and external agencies to ensure best referral management and achieve best patient care. To act as First Contact for palliative care emergencies out of hours across two community settings and UCLH group of Hospitals. To receive and manage new referrals out of hours with the support of the Consultant on call. To contribute to the development and implementation of uni-disciplinary and multidisciplinary clinical policies, guidelines, protocols and care pathway implementation. To participate in multi-disciplinary assessments and cross agency assessments as required. To ensure dignity for the patients and their families at all times. To ensure clinical records are recorded and maintained on the team database. To provide specialist contribution to health promotion and health education initiatives within the locality. To develop the palliative care skills of other professionals working locally. To undertake courses to extend the scope of nursing roles as specified in CNO 10 document i.e. independent and supplementary prescribing and to use these skills in practise once appropriate qualified. To ensure competence is maintained and new skills areundertaken according to Trust Guidance within a Governance Framework. To maintain a continuing Professional Development portfolio. To maintain up to date, evaluative client records in accordance with service policy and to contribute to maintaining the minimum data set. To ensure that clinical care that is undertaken is safe and to an acceptable quality, and that it is continuously improving. To contribute to new innovative approaches to nursing within palliative care and ensure this knowledge is shared widely within the profession to enhance patient experiences. To acts as mentor to junior colleagues.

Operational To support the Primary Care Quality Leads and the Director of Nursing-Primary Care in the quality and assurance process. To lead the overall project management and implementation of the Learning from Patient Safety Events (LFPSE), Patient Safety Incident Reporting Framework (PSIRF) and the achievement of PSIRF's three strategic aims of the NHS Patient Safety Strategy: 'insight', 'involvement' and 'improvement.' To lead on Primary Care quality improvement and ensure robust processes and incident reporting digital solutions are in place for managing Serious Incidents under the PSIRF and LFPSE. To support the Primary Care GP Practices in ensuring the provision of the right high-quality care to the right patients and service users at the right time by the right staff. To ensure continuous Primary Care service/quality improvement based on three elements of Quality: Patient Safety, Clinical Effectiveness and Patient Experience. To support the development and implementation of the Primary Care Quality Strategy. To Provide patient safety advice to staff across the Primary Care and liaise with the ICB of Patient Safety specialists within the Quality Team. To work with the Primary Care Networks (PCNs) and GP Practices to ensure the embodiment of quality improvement principles in reducing service provision variation and improving patient safety and patient experience. To support having an environment in which efficient delivery of patient care is in line with fundamental and evidenced-based standards to ensure a framework of safe practices exists. To collaborate with the Primary Care and the Imperial Partners on safety matters and escalate to the Director of Nursing for Primary Care on patient safety incidents, complex complaints, Care Quality Commission action plans and any identified risks in the system. To incorporate evidence-based practice, innovative thinking and research in improving patient/client and staff experience. To support the Director of Nursing for Primary Care in ensuring Quality of care provision radiates across all four Primary Care Strategy offerings (Access, Proactive Care, Preventative Care and Planned care). To escalate to the Director of Nursing for Primary Care on patient safety incidents, complex complaints, Care Quality Commission action plans and identified risks in the system. To support the Primary Care Providers in ensuring high-quality care and improving the service users and the workforce's experience as part of providing quality assurance and performance frameworks. To lead on ways of improving the local population's health outcomes and support Borough level projects. To work closely with the ICB quality team, primary care contracting team, and learning hub to have intelligence on quality care information and data to support quality improvement. To support to the relevant internal and external working groups/projects, services and initiatives and support the Director of Nursing for Primary Care. To provide visible, inspiring leadership to all staff across the ICS. Champion a professional and open culture that empowers staff to deliver quality care compassionately and act as a role model for high professional standards. To lead incorporating quality improvement methodologies in Primary Care Nursing, Allied Healthcare Professionals, Community Nursing, Additional Roles Reimbursement Scheme (ARRS) workforces' transformation work streams, leadership programs and clinical supervision. To lead specific Primary Care projects such as Cervical Screening and support primary care programs such as access, immunisation and vaccination, GPN modelling workforce transformation, and advanced clinical practitioner maturity, to name a few. To proactively create an open, inclusive, equitable culture. Ensure the contributions and perspectives of all staff are heard and valued and influence decision-making within the team. To support the Director of Nursing for Primary Care with NWL Primary Care Reference Group, NWL Clinical Advisory Group, local Clinical Interface Group/Senate, Patient Safety Committee and other internal and external groups/committees as required. To lead the Business Case preparation and presentation and ensure the implementation of related projects. To lead the preparation of papers for the relevant Executive Committees and Board such as Primary Executive Care Group. To actively participate in the ICS System Quality Group and lead on quality improvement projects as directed by the Director of Nursing, Chief Nursing Officer and the Chief Medical Director. Attend the Primary Care multi-disciplinary networks and practice nurses meetings. This job description and person specification are only an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out and other duties as may reasonably be required by their line manager. Finance To support quality, innovation, productivity and performance that improves quality of care and patient outcomes; driving transformation through agreed improvement models to improve value for money. To act in a way that is complies with statutory orders and financial instructions. Information Management Provide and receive highly complex, sensitive and contentious information, including presenting information involving a wide range of stakeholders in formal settings; therefore, the post holder must have the ability to deal with resulting potentially challenging situations. Developing and presenting highly complex presentations and reports at the Primary Care Executive Group meetings, System Quality Group, Performance Committee and other meetings as directed by the Director of Nursing and the Chief Nursing Officer. Primary Care Executive, Primary Care Focus Group. To ensure processes are in place for the management and reporting of information to internal and external stakeholders. Contribute to the quality element of the Directorate risk register. Support the wider ICS by participating in meetings in other directorates as appropriate. Planning and Organisation Support the Directorate with the development of strategic and annual plans for the directorate that contribute to the delivery of the ICBs strategic and annual plans. Identify opportunities for growing, improving and redesigning services in line with the ICBs objectives. To provide and receive history complex, sensitive, contentious information, presenting at Primary Care meetings, PCN, Primary Care Operating and quality meetings. To ensure the ICBs objectives and patient safety requirements are fulfilled within the primary care portfolio of services. Policy and Service Development Working collaboratively with the ICB programme leads and ensure quality is embedded in provider contracts, liaising with the Programme Directors to ensure a full understanding of provider pressures which may impact on provider quality and making a corporate contribution to the delivery of the commissioning strategy and plans of the ICS. Support the processes for spreading and sharing learning and outcomes.

£54,474pa (inclusive of April 2024 pay uplift)

A home is the essential foundation for a good quality of life, so what we do every day really matters to the wellbeing of our communities. Here at Origin, we trace our roots back 100 years, building and managing high quality homes as well as providing support services and housing for those who are most vulnerable in London and Hertfordshire. We work to provide safe, decent affordable homes and support for individuals and communities.

Focused on our residents, our driving ambition is to provide services that make people’s lives easier, and homes and communities they can be proud to live in. We are ‘not for profit’ and reinvest all our surpluses back into our varied and vibrant neighbourhoods.

The role – Customer Relations (Complaints) and Quality Assurance Manager

As our Customer Relations (Complaints) and Quality Assurance Manager you’ll take direct ownership and oversee the performance of our centralised Customer Relations Team who manage customer complaints.

The successful candidate will be a highly skilled and experienced complaints manager who leads their team in a dynamic and responsive way that focuses on delivering excellent customer service and resolving complaints, whilst building trusted and valued relationships with customers. The manager will also take the lead on how we learn from complaints so that we’re reducing the root causes of complaints at source.

What you’ll do

You will:

Lead a team of Customer Relations (Complaints) Officers to respond to complaints in a responsive, dynamic and effective way in line with the Housing Ombudsman Complaint Handling Code and internal SLA’s.
Coach and develop a high performing team that has high levels of customer satisfaction and genuine customer centricity.
Produce reports and data that ensures the business have good oversight of complaints.
Drive continual service improvement by identifying and sharing lessons learnt from complaints to the wider business.
Deliver training to your team to improve the quality of investigations and communication whilst building a continuous improvement culture within the team.
Skills and experience we'd like you to have

We’re looking for someone who is:

An experienced, authentic manager who is a natural at working in a dynamic, fast paced and highly responsive way and with a high level of resilience.
Has proven experience of leading a customer complaints function
Experienced at coaching, providing feedback, motivating, and developing a high performing team.
Possesses good report writing skills and excellent data literacy with experience in using data and insight to drive service improvements and customer satisfaction.
Demonstrates strong communication skills with an excellent ability to produce comprehensive written resolution outcome letters and providing feedback to others to enhance theirs as well as deal with escalated customer complaints with empathy and build relationships with residents and stakeholders.
Our Values

Our core values are at the heart of how we work

Take the lead
Create energy
Build trust
Be generous
Stay grounded
Remember the little things
We're committed to the wellbeing of our people and in creating an environment that promotes diversity, equity, inclusion and belonging.

Our benefits to you

Origin’s ways of working make it easier for you to balance work and home life. You will benefit from flexible working which offers you the opportunity to work from where you are most effective, with the technology and equipment you need, as well as access to flexible space for collaborative working.
A competitive salary of £54,474pa inclusive of our April 2024 pay award.
A generous 25-day holiday allowance plus bank holidays, that increases with time, with the opportunity to buy and sell leave
2 additional ‘giving something back’ volunteer days
A pension scheme with contributions from 4% - 8% of your salary
Family leave, compassionate leave and enhanced maternity pay
Simply Health cash plan providing money back when you spend on health appointments including physiotherapy, dental and opticians
Interest free loans to help spread the cost of a season ticket or another big purchase
Annual staff conference, team away days and annual team meal allowance
Access to Perk Box for fantastic savings on everyday purchases and much more
Free employee assistance programme
Opportunities to join staff network groups
Refer a friend bonus
We’re also committed to ensuring that our people have access to an excellent range of learning and development opportunities including our induction programme, course sponsorship, leadership development, mentoring and talent schemes along with professional membership if it’s a requirement to your role.

Tell us your story

We are looking forward to learning about you. Please help us get to know you by sending your latest CV and covering letter detailing how your skills and experience meet the job description for Customer Relations (Complaints) & Quality Assurance Manager, outlined above.

Closing date for applications: Wednesday 27 March 2024


1 hour online assessments will take place at some point between the days of: Tuesday 2 April and Friday 5 April 2024


Face to face Interviews and written assessment will be held: Week commencing Monday 8 April 2024 , in person, at our office at Eversholt Street, London.





Please note that suitable candidates will be invited to interview throughout the application window and therefore the vacancy may close at short notice. However, all candidates will be advised of the outcome of their application and therefore interested candidates are encouraged to apply at their earliest convenience.

Proud member of the Disability Confident employer scheme