Quality and Compliance Manager

Job Description

Job Title: Quality and Compliance ManagerRegion: South WestSalary: £40,000 - £45,000 dependent on experienceHours: Mon - Fri 9-5, with expectation for frequent travel across South West England and overnight staysThis is an exciting time to be joining Prestige Nursing & Care (PNC), part of the Sodexo Group. At Prestige Nursing & Care we are leading the care industry to raise standards by providing high quality, personalised and specialist services that ensure peoplereceive the highest quality of care.The Quality Partner plays an integral role in ensuring services are run safely whilst promoting and ensuring continuous improvement across the business. With the high demands placed on Registered Managers and front-line staff, the role exists to supportthe operational teams in ensuring excellent customer service, embedding best practice and maintaining oversight of the quality of their care delivery.Being aware of best practice from in and outside Prestige Nursing and Care, as well as having a strong understanding of CQCs expectations, the Quality Partner will ensure branches are constantly supported to work in a consistent way to provide safe andeffective care, and have the tools to evidence their work.KEY RESPONSIBILITIES

• Work in partnership with Registered Mangers to excel in customer service through prompting and embedding a culture of safety through learning.
• Work in partnership with Registered Managers to respond to client and stake holder queries, comments or concerns effectively and to a high standard; and measuring progress against the agreed actions of this feedback.
• Work in partnership with Clinical Governance, Regional Managers, Registered Managers and branch staff to identify areas for continuous improvement.
• Provide branch level support to front line managers to embed good practice, systems and compliance.
• Develop and implement communication strategies across the regional branch network to ensure good awareness of regulatory requirements.
• Provide advice and support to managers to ensure they are effectively inducted into their role in preparation for CQC registration.
• Support Registered Managers in the completion of Provider Information Returns and LA contract monitoring.
• As part of PNCs wider governance framework, effectively monitor compliance across the regional branch network in accordance with regulatory requirements and PNCs policy and procedure.
• Effectively report audit findings and recommendations for improvement to the Head of Quality, Head of Operations, Registered and Regional Managers.

Customer Service

• Undertake regular reviews of complaint management across the national branch network to ensure a high level of client satisfaction.
• Support Registered Managers in investigating and responding to complaints or any complex incidents or accidents within the region; providing advice and guidance on how to manage these effectively.
• Support Registered Managers in implementing lessons learnt through complaint and incident management; providing them with the tools to monitor improved outcomes.

• Provide Registered Managers with practical support in submitting CQC notifications and maintain an oversight of notifications submitted across the branch network.

• Support branch teams to understand regulatory requirements.

Service Development and Improvement

• Take an active role in identifying and implementing service improvement activity as required
• Support the roll out of best practice and improvement initiatives across the region in partnership with the Clinical Governance and Operational teams.
• Contribute to researching, developing and implementing revised policy and procedure in line with statutory requirements and best practice guidelines.
• Promote and evidence good and outstanding performance with registered managers and branch teams.
• Facilitate workshop and briefing sessions across the region regarding lessons learnt, policy and procedure and best practice.

Audit and Analysis

• Undertake regular branch audits to provide objective reviews of service delivery.
• Undertake incident and accident analysis to identify trend and themes to support safety through learning.
• Support Regional Mangers in the delivery of focused internal audit.
• Support Registered Managers in monitoring their own compliance and driving continuous improvement.
• Work with Registered Managers to interpret their audit findings and support in the development of service improvement plans.

ESSENTIAL SKILLS & QUALIFICATIONS

• Demonstrates a high level of leadership and change management skills.
• Demonstrates a high degree of knowledge and experience around project and change management.
• IT literate with a sound grasp of Excel and other data analysis tools.
• Able to analyse large data sets to identify themes, risks and make recommendations for improvements.
• Excellent written and verbal communication skills - able to present and explain findings.
• Ability to develop good working relationships with colleagues, clients and other stakeholders
• Able to demonstrate good knowledge of CQC, Health and Social Care Act, DOLS, Mental Capacity Act and other relevant legislation and sector best practice.
• Auditing skills.
• Ability to draft reports, summary documents and policy and procedure to a high standard.
• Excellent planning and stakeholder management skills

EXPERIENCE REQUIRED

• Previous experience in of quality management and service improvement activities within Health and Social Care.
• A proven track record of successful quality assurance monitoring
• Desirable operational experience within Homecare

The role covers the West and South region and will include regular travel across the branch network. It may also occasionally require travel across the wider national network to meet business objectives.What we offer in return:

A competitive salary

28 days annual leave (includes Bank Holidays) increasing every year by 1 to the maximum of 33 days over 5 years service

An additional day off for your Birthday

Blue Light Card

Cycle to Work scheme for our Head Office, Regional and Branch staff

Long Service Awards

Work Place Pension

Employee assistance programme (EAP) - confidential phone line and online support and resources available to you and your loved ones 24/7Supportive working environment with ongoing learning