Quality Assurance Manager
Band 6
- Main area
- Quality Assurance Manager
- Grade
- Band 6
- Contract
- Secondment: 12 months (25 per cent unsocial hours payment)
- Hours
- Full time - 37.5 hours per week (Shift work, Rotating shifts)
- Job ref
- 308-CORP-2568
- Site
- Waterloo and Newham Dockside.
- Town
- London
- Salary
- £40,448 - £47,965 per annum inclusive of HCAS
- Salary period
- Yearly
- Closing
- 04/06/2023 23:59
London Ambulance Service covers an area of 620 sq. miles, serves one of the world’s most dynamic and diverse cities and is the busiest ambulance service in the UK. We handle over 1.9 million emergency calls from across the capital and attend more than 1.2 million incidents every single year as well as delivering a 24 hour NHS 111 Integrated Urgent Care Service in South East and North East London that we estimate will respond to around 1.4million urgent care calls by the end of the year.
We employ over 9,000 people who work or volunteer across London to respond to the health needs of over eight million people who live, work and travel in the capital. We work closely with our NHS partners and are commissioned by 32 clinical commissioning groups spread across 5 sustainability and transformation partnerships (STPs) and NHS England for our specialist services. We work alongside London’s hospital, mental health and specialist trusts, as well as the five STPs across Greater London.
In addition we work in partnership with the other emergency services, London’s Air Ambulance and London’s Resilience Forums to make sure we are ready and prepared to respond to major incidents and ensure we keep Londoners safe.
As the only pan-London NHS provider we have a unique opportunity to play a leading role in integrating access to emergency and urgent care right across London.
By 2023 we will improve outcomes and experiences for all our patients by providing the right care to patients at the right time, and in the most cost effective way. This will mean up to 122,000 fewer patients being taken to emergency departments when their needs could be better met in a different way, and we will deliver significant efficiencies in avoided costs to the urgent and emergency care sector.
Job overview
QUALITY ASSURANCE MANAGER, Control Services, Waterloo, band 6 plus 20 per cent high cost area supplement (subject to maxima) and 25 per cent unsocial hours payment
Reporting to the Senior Quality Assurance Managers, the post holders will work closely with all members of the emergency operations centres, monitoring performance standards and providing regular support and feedback to staff, recording and reporting the results for the purpose of quality improvement.
You will be expected to assist in the achievement of high levels of compliance using the Medical Priority Dispatch System (MPDS), via retrospective and real time review of calls, emphasising and promoting the importance of compliance, good customer service and call handling skills. You will also be required to review the dispatching of calls and ensure that current protocols are maintained.
The role demands excellent communication skills as well as the ability to evaluate and provide feedback in an objective and constructive manner, sometimes in difficult and challenging circumstances.
Please note: there will be no feedback given at shortlisting stage except at Assessment and Interview stages. This is due to the large numbers of applications we receive.
Main duties of the job
Reporting to the Senior Quality Assurance Managers, the post holders will work closely with all members of the emergency operations centres, monitoring performance standards and providing regular support and feedback to staff, recording and reporting the results for the purpose of quality improvement.
You will be expected to assist in the achievement of high levels of compliance using the Medical Priority Dispatch System (MPDS), via retrospective and real time review of calls, emphasising and promoting the importance of compliance, good customer service and call handling skills. You will also be required to review the dispatching of calls and ensure that current protocols are maintained.
The role demands excellent communication skills as well as the ability to evaluate and provide feedback in an objective and constructive manner, sometimes in difficult and challenging circumstances.
Candidates will need to hold at least an Emergency Call Co-ordinator post or similar and be qualified as an Emergency Medical Dispatcher with current registration with the International Academy of Emergency Dispatch and demonstrable experience of the associated environment. You will have, or be expected to gain an emergency medical dispatcher quality assurance qualification and have the ability to demonstrate high levels of compliance, excellent PC skills and be a good communicator, verbal and written.
Working for our organisation
London Ambulance Service serves one of the worlds most dynamic and diverse cities and is the busiest ambulance service in the UK. We handle over 1.9 million emergency calls from across the capital every year as well as delivering a 24 hour NHS 111 Integrated Urgent Care Service in South East and North East London that we estimate will respond to around 1.4million urgent care calls by the end of the year.
We employ over 8,000 people who work or volunteer, across London to respond to the health needs of over 8 million people who live, work and travel in the capital.
We work closely with our NHS partners and are commissioned by 32 clinical commissioning groups spread across 5 STPs and NHS England for our specialist services.
As the only pan-London NHS provider we have a unique opportunity to play a leading role in integrating access to emergency and urgent care right across London.
Detailed job description and main responsibilities
- Review calls handled using priority dispatch ensuring that all staff are audited.
- Review the dispatching of calls ensuring that current relevant protocols are maintained
- Supporting the implementation of the Service Plan, and central policies to achieve quality targets for EOC, working to maintain contractual levels of MPDS compliance and to improve standards of patient care
- Participate in the LAS and IPC governance processes, propose and implement policies and service changes to achieve a constant cycle of quality improvement.
Please see the Job Description and Person Specification for further details.
Person specification
Qualifications
Essential criteria
- Qualified Emergency Medical Dispatcher with current registration with the International Academy of Emergency Dispatch
Desirable criteria
- Qualified Work Based Trainer
- NVQ 4 in Quality Management
Experience
Essential criteria
- Holds at least Emergency Call Co-ordinator post
- Experience of giving feedback in a performance/training environment
- Demonstrable experience in the full range of duties within IPC
- Demonstrate a high level of compliance with MPDS
Knowledge
Essential criteria
- Good oral and written communication skills
- Ability to work to deadlines, at times under considerable pressure, without compromising standards of performance
- Knowledge of first aid techniques
- Inquisitive mind and proven questioning skills
- An assertive but empathic manner
- Ability to handle multiple tasks effectively
- Possess keyboard and PC skills to enter, use and access information technology
- Demonstrate the ability to be tactful and diplomatic as required
- Ability to work effectively as part of a team
- Demonstrate a thorough understanding of Service procedures and instructions
- Ability to work to defined procedures and instructions
- Ability to evaluate and provide feedback on performance in an objective and constructive manner
- Ability to evaluate performance and identify any changes that are necessary
- Communicates with others in a way that is sensitive to the needs of the individual
Employer certification / accreditation badges
Applicant requirements
You must have appropriate UK professional registration.
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Sue Watkins
- Job title
- Head of Quality Assurance
- Email address
- Sue.Watkins@nhs.net
- Telephone number
- 07881950843
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