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Quality Support Officer

Band 6

Main area
Quality Directorate
Grade
Band 6
Contract
Permanent: 1 x substantive role and 2 x 12 months secondment/fixed term
Hours
Full time - 37.5 hours per week
Job ref
308-CORP-2166
Site
HQ
Town
London
Salary
£38,768 - £46,124 per annum inclusive of HCAS
Salary period
Yearly
Closing
28/06/2022 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 8,000 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

The role of Quality Support Officer (QSO) provides an exciting opportunity to join the London Ambulance Service’s Quality Directorate. You will be working as part of a professional team providing direct support to the Quality, Governance and Assurance Managers (QGAMs) in the assurance of high standards of care and quality across all ambulance sectors and services.

The QGAMs and QSOs are aligned with operational teams within either ambulance services or the control rooms and undertake a variety of compliance, assurance, reporting and quality improvement activity.

The roles would suit individuals with a passion for quality, an eye for detail, an ability to analyse/interpret data, and those able to show initiative and problem solve.

There are three positions available: two 12 month secondments and one permanent position.

Two posts will be supporting the QGAMs in Ambulance Services and the other will be working with the QGAM in the Emergency Operations Centre control rooms.

The QSO role is multi-faceted and as such would suit applicants with both clinical and non-clinical backgrounds.

Main duties of the job

Quality Support Officers will work with QGAMs, local operational managers and departmental business partners to achieve the highest possible standards of quality and care, in accordance with the Care Quality Commission’s (CQC) regulatory framework; ensuring that we are safe, effective, caring, responsive and well-led; by reviewing progress against quality related goals and targets.

The role involves analysis and interpretation of data from various sources to understand trends and improvement opportunities, daily Datix analysis including the review and escalation of reported incidents of concern to the relevant QGAM.

You will also undertake site visits and assurance audits, produce a variety of reports, present at or chair meetings for the QGAM and build relationships with a number of key stakeholders to ensure the Quality agenda is a priority. 

 

Working for our organisation

The role of Quality Support Officer will work within the Quality Directorate under the Quality and Assurance Systems department in a growing team of 14 quality professionals. You will also be closely working with the local ambulance station/control room management teams.

The role will require occasional travel across our London sites and is flexible allowing opportunity for some remote working.

We have 1 permanent and 2 secondment and/or fixed term opportunities for the Quality Support Officer Role. 

Detailed job description and main responsibilities

Further details about this opportunity can be found on PDF file attached under the name of Job Discerption and Person Specification

Person specification

Training

Essential criteria
  • Educated to degree / Honours degree level, or Vocational Qualifications level 6, or equivalent level of knowledge i.e. diploma level qualification, plus significant relevant experience and or training.
  • Excellent report writing skills (May include experience of dissertations etc).
  • Advanced keyboard skills, i.e. being able to type with speed and accuracy.
Desirable criteria
  • HCPC Registered Paramedic.
  • Trained in Quality Service Improvement / Redesign Methodology, or commitment to obtain upon appointment (and within 6 months).
  • Trained in RCA / Serious Incident Investigation methodology, or commitment to obtain upon appointment (and within 6 months).

Experience

Essential criteria
  • Experience of working with and interpreting data to formulate reports and action plans.
  • Experience of writing reports to a high standard.
  • Managing effective relationships with managers, colleagues, and staff at all levels.
  • Experience (confident & practiced) working with Microsoft Office programs, including Word, Excel, Power Point, Outlook, and calendar.
  • Experience of conveying difficult, sensitive or unwanted messages to colleagues, staff or patients / service users.
  • Knowledge of experienced in use of Datix system including incident investigations.

Knowledge

Essential criteria
  • Specialist and demonstrable knowledge across the range of work procedures and practices underpinned by theoretical knowledge or relevant practical experience,
  • Demonstrable knowledge of LAS operational policies & procedures, CQC regulatory framework, and JRCALC clinical guidelines.
  • Knowledge of NHS Serious Incident Framework
  • Knowledge of Duty of Candour regulations (Regulation 20)

Personal Abilities

Essential criteria
  • High levels of personal integrity, discretion, and personal / professional standards.
  • High levels of self-drive, motivation and personal initiative; being able to act under own direction, and make decisions autonomously, and refer when required.
  • Excellent written and verbal communication skills; being practiced in the use and composition of email.
  • Ability to network effectively, build professional relationships, and influence others.
  • Able to be flexible and adaptable when required, to meet deadlines and get the job done.
  • Ability to problem solve.
  • Ability to absorb complex information, and handle restricted information sensitively and securely.
  • High level of interpersonal skills and diplomacy.
  • Ability to communicate effectively across a range of mediums, in a highly professional manner, and adaptable style, as appropriate to the message and recipients.
  • Willing and able to and having conversations with managers, staff and third parties about emotive, difficult, or sensitive matters.
  • Able to employ effective persuading, influencing, and negotiating skills to achieve beneficial outcomes.
  • Having a passion for the delivery of quality services, governance, and professional standards.
  • Able to organise / prioritising workload, and work under own initiative; having excellent planning, organisational and time management skills.

Employer certification / accreditation badges

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Documents to download

Apply online now

Further details / informal visits contact

Name
Jane Bridgewater
Job title
Quality, Governance and Assurance Manager
Email address
jane.bridgewater@nhs.net