Quality & Clinical Governance Lead
- Employer
- Phoenix Medical Supplies
- Location
- Runcorn
- Salary
- £31500/annum Competitive, Hybrid working
- Closing date
- 24 Aug 2022
View more
- Job Sector
- Customer Service
- Contract Type
- Permanent
- Hours
- Full Time
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Description
About Us: At Phoenix Group we are committed to excellence and dedicated to our customers’ needs. We deliver health, all day, every day.
As a pan-European wholesaling and retail company we do that in many ways, with more than 500 community pharmacies, 13 nationwide distribution depots and over 6,000 employees. Supporting longer, healthier and happier lives is at the heart of the service that we deliver to our communities and something that we are really proud of.
About The Opportunity: We have a fantastic opportunity to join the Superintendents Team as Quality and Clinical Governance Lead within the Quality and Clinical Governance Team. We are a small team who prides itself on helping our pharmacy teams and patients find the way forward where challenges arise. We are a unique department where no day is like any other and you will learn new things every day from our pharmacies and patients. You will be involved in ensuring our processes deliver the best in safety and experience for our patients.
What We Want; We are looking for someone who is passionate about improving patient experiences, investigating incidents by putting things right and advocating learning from incidents and feedback. You will need to have strong written skills, enjoy problem solving and be confident in dealing with patients and our pharmacy teams who could be distressed and/or upset and putting them at ease. Experience of working in a pharmacy is beneficial, however, this is not a barrier as clinical support is always available to support you and the team.
The role would suit someone looking to step in to their first management position or an experienced manager looking for new challenges and opportunities to grow and develop.
The role will be based in our modern Head Office in Runcorn and there will be an opportunity to work from home at least one day a week. An average week in this role will involve;
Managing the patient experience (and complaints process) to ensure both pharmacy teams and patients are supported to resolve feedback and complaints in a timely manner.
Looking after concerns and feedback which require escalation from the team.
Frequent contact with pharmacy teams so it is essential you can demonstrate an ability to see both sides of a situation and identify ways forward in-line with our procedures and legal obligations, and help support our pharmacy teams to make patient-centred decisions.
Overseeing the production of Clinical Governance Reports to the NHS to assure them we are following the processes they expect correctly and ensure reports are completed accurately and on time.
Investigating patient safety incidents with our pharmacy teams to ensure appropriate actions are put in place. Signing off our letter responses to ensure they are both accurate and clear and the relevant reports are filed with the NHS as needed.
Managing the company indemnity processes working closely with patients and our insurers.
Assisting with pharmacy team queries escalating to the relevant subject matter expert in the team or company for assistance as necessary.
Presenting complaints data to the Managing Director and Superintendent Pharmacist alongside the Quality and Clinical Governance Manager on a monthly basis.
Attend meetings to progress projects or workstreams. There is an opportunity to influence the company customer service strategy as you will be a key stakeholder.
Line managing, developing and coaching the Quality and Clinical Governance team of three to ensure they are developed and supported.Who We Want:
Key Experience
Customer interface experience
Team management- desirable
Knowledge and skills
People skills
Attention to detail.
A positive outlook
Empathy
Good organisation skills
Ability to prioritise tasks
Excellent communication and written skills
Ability to communicate effectively people within company and with external partners such as the NHS or social services.
Excellent working knowledge of all Microsoft Office packages
In return we will offer you;
Training and support to ensure your success in the role
A fantastic working environment
On site, free car parking facilities
An employee discount scheme
Cycle to work scheme
Access to relevant NHS accredited and in house coursesINDPMS
About Us: At Phoenix Group we are committed to excellence and dedicated to our customers’ needs. We deliver health, all day, every day.
As a pan-European wholesaling and retail company we do that in many ways, with more than 500 community pharmacies, 13 nationwide distribution depots and over 6,000 employees. Supporting longer, healthier and happier lives is at the heart of the service that we deliver to our communities and something that we are really proud of.
About The Opportunity: We have a fantastic opportunity to join the Superintendents Team as Quality and Clinical Governance Lead within the Quality and Clinical Governance Team. We are a small team who prides itself on helping our pharmacy teams and patients find the way forward where challenges arise. We are a unique department where no day is like any other and you will learn new things every day from our pharmacies and patients. You will be involved in ensuring our processes deliver the best in safety and experience for our patients.
What We Want; We are looking for someone who is passionate about improving patient experiences, investigating incidents by putting things right and advocating learning from incidents and feedback. You will need to have strong written skills, enjoy problem solving and be confident in dealing with patients and our pharmacy teams who could be distressed and/or upset and putting them at ease. Experience of working in a pharmacy is beneficial, however, this is not a barrier as clinical support is always available to support you and the team.
The role would suit someone looking to step in to their first management position or an experienced manager looking for new challenges and opportunities to grow and develop.
The role will be based in our modern Head Office in Runcorn and there will be an opportunity to work from home at least one day a week. An average week in this role will involve;
Managing the patient experience (and complaints process) to ensure both pharmacy teams and patients are supported to resolve feedback and complaints in a timely manner.
Looking after concerns and feedback which require escalation from the team.
Frequent contact with pharmacy teams so it is essential you can demonstrate an ability to see both sides of a situation and identify ways forward in-line with our procedures and legal obligations, and help support our pharmacy teams to make patient-centred decisions.
Overseeing the production of Clinical Governance Reports to the NHS to assure them we are following the processes they expect correctly and ensure reports are completed accurately and on time.
Investigating patient safety incidents with our pharmacy teams to ensure appropriate actions are put in place. Signing off our letter responses to ensure they are both accurate and clear and the relevant reports are filed with the NHS as needed.
Managing the company indemnity processes working closely with patients and our insurers.
Assisting with pharmacy team queries escalating to the relevant subject matter expert in the team or company for assistance as necessary.
Presenting complaints data to the Managing Director and Superintendent Pharmacist alongside the Quality and Clinical Governance Manager on a monthly basis.
Attend meetings to progress projects or workstreams. There is an opportunity to influence the company customer service strategy as you will be a key stakeholder.
Line managing, developing and coaching the Quality and Clinical Governance team of three to ensure they are developed and supported.Who We Want:
Key Experience
Customer interface experience
Team management- desirable
Knowledge and skills
People skills
Attention to detail.
A positive outlook
Empathy
Good organisation skills
Ability to prioritise tasks
Excellent communication and written skills
Ability to communicate effectively people within company and with external partners such as the NHS or social services.
Excellent working knowledge of all Microsoft Office packages
In return we will offer you;
Training and support to ensure your success in the role
A fantastic working environment
On site, free car parking facilities
An employee discount scheme
Cycle to work scheme
Access to relevant NHS accredited and in house coursesINDPMS
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