Divisional Governance Support Manager

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Job Overview

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The post holder will support the Governance Team across the division and its specialties, working closely with the Divisional Patient Experience Lead and Governance Lead to ensure governance is embedded in delivering North Bristol NHS Trust’s strategic themes.

Key Responsibilities Include:

• Leading on PALS and complaints management within the division.
• Supporting incident and risk management processes.
• Advising on governance procedures including reporting, investigation, and follow-up of clinical incidents and complaints.
• Delivering training as required.
• Managing a caseload of clinically complex complaints in line with national targets and Trust policy.
• Assisting clinical leads and service managers in maintaining effective governance practices.
• Deputising for the Patient Experience Lead and Governance Lead, including producing clinical governance highlight reports.
• Ensuring actions and learning from complaints, PALS responses, and incidents are completed and documented.
• Engaging with patients, gathering feedback, and ensuring their voice is shared across the division and Trust.
• Escalating concerns appropriately to senior clinicians and managers.
  
  

Main duties of the job

• To work closely with the divisional and specialty leads for governance and divisional management team on all matters pertaining to patient experience and patient safety.
• A lead role in the management of the divisional wide complaints and PALS reporting and tracking system in conjunction with the central complaints team.
• Produce and present specialty reports at regular divisional and specialty governance meetings which demonstrate quality, safety, patient experience, clinical outcome measures and statutory compliance.
• Analyse, interpret and present outcome data and ensure that any outlying outcome measures are fully understood, disseminated as necessary and closely monitored.
• Coordinate, attend and take the minutes in the local resolution meetings, and bereavement meetings.
• To represent the divisional governance team at meetings as delegated.
• Manage all currently established methods of obtaining patient feedback and ensure there is an active programme of learning to constantly improve the patient experience.
• Monitor and conduct in depth analysis of incidents, risk, compliments, complaints, feedback and PALS trends and ensure that they are shared across the division.
  
  

Working for our organisation

North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.

North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.

Detailed Job Description And Main Responsibilities

For a detailed job description and the main responsibilities, please refer to the attached information.

Person specification

Education/Training/Qualfications

Essential criteria

• Good general education including GCSEs in English and Maths
  
  

Desirable criteria

• Educated to degree Level or equivalent Experience
  
  

Education/Training/Qualifications

Desirable criteria

• Educated to degree Level or equivalent Experience
  
  

Work Experience

Desirable criteria

• Previous experience of working in the NHS
  
  

Work Experience

Desirable criteria

• Previous experience of working in the NHS
  
  

Knowledge/Skills/Abilities

Desirable criteria

• Knowledge of healthcare databases, healthcare systems and procedures
  
  

Education/Training/Qualifications

Desirable criteria

• Clinical qualification
  
  

Education/Training/Qualifications

Essential criteria

• Advanced computer skills (MS office) particularly Excel, word and outlook.
  
  

Work Experience

Essential criteria

• Experience of dealing with the Public
• Experience of working closely with senior members of staff in an organisation
• Ability to demonstrate implementation of a change project
• Working in a multi-functional role
• Experience in coordinating meetings and note taking
  
  

Knowledge/Skills/Abilities

Essential criteria

• Knowledge of complaints procedures, data protection, the public involvement agenda, legislation, clinical governance (incident and risk), commissioning targets acquired through NVQ 4 level equivalent plus internal knowledge and experience to degree level equivalent.
• Able to communicate complex and, at times, sensitive information.
• Demonstrate statistical analysis and presentation of complex information
• Able to promote good working relationships amongst the team, colleagues, and clinical staff
• Ability to exercise judgement and take responsibility for actions
• Proof reading skills ensuring accuracy and attention to detail
• Excellent organisational and time management skills
  
  

Personal Qualities/Special Circumstances

Essential criteria

• Excellent oral and written communication skills with ability to communicate complex information with clinical staff (including presentations)
• Excellent interpersonal skills with the ability to be assertive, tactful and diplomatic
• Organised and systematic in approach to work and prioritisation, including the ability to work to tight deadlines
• Self-motivated and able to motivate and influence others
• Demonstrate credibility in working with and influencing senior staff
• Ability to devise project plans and work programmes, working independently and as part of a team
• Ability to remain calm under pressure
  
  

If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.

Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.

If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel 0117 414 1151.

North Bristol NHS Trust are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.

The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.

At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.

Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.