Clinical Governance Administrator

South London and Maudsley NHS Foundation Trust has a rich history, well-established community links and an international reputation. We deliver specialist services in the London boroughs of Croydon, Lambeth, Lewisham and Southwark, Bexley, Bromley, Greenwich, Wandsworth and Richmond.

We are committed to provide a high quality and specialist care to our service users and we are recognised for our care and treatment we provide. The Care Quality Commission already rates our services as 'good'.

We launched our five-year strategy, Aiming High; Changing Lives in 2021 together with Our Care Improvement System as our quality management system methodology to make a positive impact on patient care, outcomes and staff experience. By joining SLaM, all staff will get the opportunity to be part of this exciting improvement journey supported with learning and development to harness everyone's potential as change makers.

The trust recognises the unique and valuable contribution that people with lived experience of mental illness can bring to a role. We therefore welcome applications from people with lived experience and consider them as an asset to the Trust.

Our Values

We take pride in providing specialist care to our service users where our Trust values and our promise to be caring, kind, polite, prompt, honest, listen and do what I say I'm going to do is at the heart of everything we do. When you join us, you'll be part of something special.

As a Trust we are happy to talk flexible working.

Job overview

We are looking to recruit a highly motivated person to join our Governance team in the Southwark Operational Directorate.

As the team administrator you will need to be able to provide high quality administrative support to the Southwark Operational Directorate Clinical Governance team such as minute taking of meetings, arranging meetings and general administrative support. The role also includes supporting the timely completion complaint investigations, and ensuring an accurate record is kept in the Trust incident recording system (Datix), as well as managing and monitoring local administrative data systems.

You will need to be able to manage multiple projects simultaneously, balance your work demands against those of the services the team supports and will need to be flexible and responsive to the changing needs of the services we serve.

Therefore, we are looking for some-one who is efficient, friendly and organised with excellent written and oral communication skills, who will be able to engage and develop good working relationships with staff working across the Trust.

This is a fixed term (12 month) position - working Monday-Friday 9am-5pm (with a 30 minute break).

The role is based at the Maudsley Hospital in Denmark Hill.

Main duties of the job

To provide exceptional, high quality administrative support services to the Clinical Governance Team. The post holder will provide a comprehensive, professional, and confidential administrative service to the team ensuring the team operates efficiently and effectively. The role requires a high level of discretion and the ability to work under pressure.

The post holder will be expected to work unsupervised and will need to be able to prioritise their workload, be flexible in their approach to work and to cope with any conflicting demands. They must be able to use initiative in dealing with enquiries from both professional groups and patients and their carers, promoting the professional and caring image of the service. They will therefore need to be someone with excellent verbal and written communication, interpersonal and organisational skills and who has a flexible approach to work and enjoys working as part of a team

Working for our organisation

The Southwark Clinical Governance team works closely with the Head of Nursing and Southwark Directorate Management Team to provide assurance around patient safety issues, managing and learning from serious incidents and complaints, providing data to support services, developing systems to improve standardisation across services and embedding learning within the Directorate. We are, and serve, a diverse community and actively support and value equality and diversity within our staff.

Detailed job description and main responsibilities

Provide high quality administrative support to the Clinical Governance team, supporting the timely completion of daily data quality checks, complaint investigations, updating spreadsheets/trackers for complaints and serious incidents and ensuring an accurate record is kept in the Trust incident recording and Complaints system (Datix).

Checking the complaints phone voicemail daily and passing on and dealing with messages from complainants as appropriate.

To support monthly meetings (either face to face or on Microsoft Teams) i.e., Quality and Business Meeting and any other meetings as required. This will involve preparing agendas, transcribing minutes of meetings and keeping action trackers and circulating relevant papers.

Proficient use of Datix (Trust incident recording system for Incidents and formal complaints) and creating data reports as required. Monitor incident notifications to ensure all reported incidents meet Trust guidelines i.e., grading, correct record name, Team/Ward etc, and liaise with all services to ensure accuracy, request fact finder reports, and ensure an accurate and up-to-date record is kept on Datix.Process regular reports from Datix for unapproved incidents to provide details for the Directorate Leadership Team and other Directorate staff, cascade to all Southwark Services to review in a timely manner.

Work with the Governance Lead to capture and collate data with regards to Police Liaison meetings and keeping an effective and up to date reporting system on all relevant incidents.

Process data requests for Teams in the Directorate using Datix to search and extract information and create and design reports.

To provide support to Southwark Community and In-patient services with the formal process for investigating complaints to meet allocated timescales, sending holding letters to complainants and ensuring that Datix and monitoring tables are updated throughout this process. Monitor progress and status and follow-up in a timely manner to completion and closure.

Ensure that the established system of complaints reporting is maintained, monitored, and the positive organisational culture of reporting and escalation is sustained to meet the expected standards in terms of structure, quality, and timeliness.

To follow-up any outstanding investigator allocations for complaints and provide support with process and navigation of Datix.

Support the Team with complaint responses to enhance quality and ensure they are consistently well-written and ensure all aspects have been thoroughly addressed to provide a robust response to all the issues raised in line with the Complaints and Investigations Policies.

Maintain strong contacts with Complaints Team, also assist in ensuring consistent liaison with commissioners and external agencies as representatives of the Trust as required.

Maintain sound knowledge base and keep up to date with changing requirements and developments in complaints management and serious incident investigations for example PSIRF - Patient Safety Incident Response Framework and LFPSE Learning from Patient safety Events.

Support and deliver training alongside the Governance Lead and Governance Officer on the investigation process for all staff who are responsible for undertaking investigations into Complaints and incidents

Support the Directorate to undertake specific projects or events as determined by Directorate

Ability to work without supervision, providing specialist advice to the organisation, working to tight and often changing timescales.

To deliver a high standard of customer care that is representative of the service and the overall Trust's objective.

To participate in regular supervision, appraisal and mandatory training processes as required for the post.

Person specification

Qualifications

Essential criteria

• Good standard of general education including English and Mathematics

Desirable criteria

• Secretarial/business qualification

Experience

Essential criteria

• Previous demonstrable administrative experience supporting senior staff in a complex organisation
• Previous demonstrable experience of developing and implementing administrative systems
• Previous demonstrable experience of working to tight deadlines

Desirable criteria

• An understanding of Datix
• An understanding of Electronic Patient Journey System

Skills and Knowledge

Essential criteria

• Intermediate skills in Excel, PowerPoint, Word and Outlook
• Ability work using your own initiative and unsupervised
• Minute taking/action tracker
• Excellent verbal communication skills
• Excellent written communication skills
• Previous demonstrable experience of effectively collecting and presenting complex data/information

Desirable criteria

• Health care experience

The Trust is committed to providing services which embrace diversity and that promote equality of opportunity. We are a Disability Confident Employer, we welcome applicants from all sections of the community and people of all protected characteristics. We provide reasonable adjustments for candidates with a disability and are committed to treating people fairly with compassion, respect and dignity and in promoting equality and human rights. We aim to put this commitment into practice by:

• Embedding our commitment to tackling inequality, eliminating discrimination and harassment; promoting equality of opportunity and fostering good relations in our everyday practice
• Ensuring that all our services and all staff understand and support our commitment
• We believe that people who use our services, their carers and our staff, should be treated with compassion, respect and dignity

Please note:

• That all applications for this post will need to be made online
• That you read and understand the Job Description and Person Specification attached to the role. Your Statement in Support should reflect the requirements specified as your application will be judged against these criteria
• That the closing date listed is a guide only and that the vacancy may close earlier should sufficient number of applicants have been received. We advise that you submit your application as early as possible
• That once you have submitted your application you agree to your application being transferred to a 3rd party e-recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs
• That should you not have heard from us within three weeks from the closing date your application has not been successful
• That priority consideration for applications may be given to at-risk NHS employees
• That should you be successful and appointed, you authorise South London and Maudsley NHS Foundation Trust to confirm your previous NHS service via an Inter Authority Transfer (IAT) process
• That we are a smoke-free Trust

SLaM is a Stonewall Diversity Champion , Stonewall is the largest Lesbian, Gay, Bi and Trans (LGBT) rights charity in Europe'

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Employer certification / accreditation badges

Applicant requirements

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.

Documents to download

• Clinical Governance Administrator (PDF, 440.6KB)
• PERSON SPECIFICATION FOR GOVERNANCE ADMINISTRATOR (PDF, 16.7KB)
• SLaM Staff Benefits (PDF, 1.1MB)
• Happy to Talk Flexible Working (PDF, 680.1KB)