NHS 111 CQI Complaints Facilitator

Job Description

NHS 111 CQI Complaints FacilitatorDHU HealthcareThe closing date is 12 April 2023Job summaryDHU Healthcare provides quality primary healthcare services. As a not for profit social enterprise, we have a commitment to high standards, a proactive approach towards patient care and to achieving the delivery of a patient focused service. An excitingopportunity has arisen for a Complaints Facilitator to join our DHU 111 Team.The NHS 111 Complaints Facilitator will be responsible for audits and investigations arising from complaints, incidents and Health Care Professional Feedback (HCPF) relating to the DHU 111 service and link with clinical governance team to ensure audit andinvestigation is completed in a timely and accurate manner. This role plays an important part in the delivery of a safe, effective and high quality service, through timely audit and feedback which promotes best practice and shares learning from themes andtrend identified.A commitment to a quality service and excellence in all that DHU 111 undertakes are integral to the role and its contribution to the development of the service.Main duties of the jobThe NHS 111 CQI Complaints Facilitator will be responsible for audits and investigations arising from complaints, incidents and Health Care Professional Feedback (HCPF) relating to the DHU 111 service and link with clinical governance team to ensure auditand investigation is completed in a timely and accurate manner. This role plays an important part in the delivery of a safe, effective and high quality service, through timely audit and feedback which promotes best practice and shares learning from themesand trend identified.About usDHU Healthcare is a not-for-profit community interest company providing a diverse range of services to the NHS frontline, including urgent and emergency care, primary care, out of hours services and NHS111. We operate 365 days a year, 24 hours a day acrossa wide geographical area including Derbyshire, Northamptonshire; Nottinghamshire; Leicester, Leicestershire & Rutland; Lincolnshire, Milton Keynes, Bath, North East Somerset, Swindon and Wiltshire a population totalling around ten million. A socially consciousorganisation, we provide compassionate, safe, high-quality care to our patients and the communities we serve and offer a supportive work environment to our 2,000 people. You can find out more about us at Our profile :: DHU HealthcareDate posted20 March 2023Pay schemeOtherSalary£23,949 to £26,282 a year Pro Rata Per AnnumContractPermanentWorking patternPart-timeReference numberM0051-CF-PEF-Old-1Job locationsBirchfield HouseJoseph StreetOldburyB692AQJob descriptionJob responsibilitiesDHU 111 Complaints FacilitatorDHU 111 (East Midlands) CIC provides quality primary healthcare services. As a not for profit social enterprise, we have a commitment to high standards, a proactive approach towards patient care and to achieving the delivery of a patient focused service.An exciting opportunity has arisen for a Complaints Facilitator to join our DHU 111 Team.The NHS 111 Complaints Facilitator will be responsible for audits and investigations arising from complaints, incidents and Health Care Professional Feedback (HCPF) relating to the DHU 111 service and link with clinical governance team to ensure audit andinvestigation is completed in a timely and accurate manner. This role plays an important part in the delivery of a safe, effective and high quality service, through timely audit and feedback which promotes best practice and shares learning from themes andtrend identified.A commitment to a quality service and excellence in all that DHU 111 undertakes are integral to the role and its contribution to the development of the service.The ideal candidate will be:An accredited NHS Pathways userIn depth knowledge of the Clinical Advisor roleAble to demonstrate expert knowledge of the NHS Pathways call audit toolkits and ensure competencies are applied to all calls via the detailed competency document or quick guide.Able to demonstrate a comprehensive knowledge of the DHU processes and procedures as set out in the NHS 111 Call Centre Operating ManualEffective at time management and organisational skillsThe ability to work to tight deadlinesAble to travel to all sites if requiredAble to work unsocial hours and bank holidaysIt is expected that the NHS 111 clinical auditor position will cover mainly in hours, with the expected online time required for this position will cover shifts working according to the needs of the service including weekend and bank holiday working.Applicants need to provide evidence of how they meet the person specification in their application Job description Job responsibilitiesDHU 111 Complaints FacilitatorDHU 111 (East Midlands) CIC provides quality primary healthcare services. As a not for profit social enterprise, we have a commitment to high standards, a proactive approach towards patient care and to achieving the delivery of a patient focused service.An exciting opportunity has arisen for a Complaints Facilitator to join our DHU 111 Team.The NHS 111 Complaints Facilitator will be responsible for audits and investigations arising from complaints, incidents and Health Care Professional Feedback (HCPF) relating to the DHU 111 service and link with clinical governance team to ensure audit andinvestigation is completed in a timely and accurate manner. This role plays an important part in the delivery of a safe, effective and high quality service, through timely audit and feedback which promotes best practice and shares learning from themes andtrend identified.A commitment to a quality service and excellence in all that DHU 111 undertakes are integral to the role and its contribution to the development of the service.The ideal candidate will be:An accredited NHS Pathways userIn depth knowledge of the Clinical Advisor roleAble to demonstrate expert knowledge of the NHS Pathways call audit toolkits and ensure competencies are applied to all calls via the detailed competency document or quick guide.Able to demonstrate a comprehensive knowledge of the DHU processes and procedures as set out in the NHS 111 Call Centre Operating ManualEffective at time management and organisational skillsThe ability to work to tight deadlines Able to travel t