About us
EBPC is a well-respected enabler of high-quality NHS services. Established in 1997 as an out of hours GP service, we have now grown significantly and deliver a full range of services, 24/7, to support 111, Primary Care Networks, Integrated Care Systems, Acute and Community NHS Trusts. We are incredibly excited to now be embarking on the next stage of our development as we move into an ever-expanding digital space, running alongside our core business.
Job Summary
The Clinical Governance & Quality Administrator provides comprehensive administrative and co-ordination support to the Clinical Governance & Quality Team, helping to ensure the effective delivery of EBPC's quality, safety and governance agenda.
The postholder will support the setting, monitoring and reporting of quality and safety standards across the organisation, maintaining governance systems, action trackers and documentation. They will co-ordinate key governance activities including incident reporting and investigations, complaints and feedback management, clinical audit programmes, quality improvement initiatives, policy management and organisational learning.
Working closely with the Head of Clinical Governance & Quality and wider teams, the postholder will support the promotion of evidence-based practice in line with national guidance, facilitate the sharing of learning and best practice, and contribute to a culture of continuous improvement across EBPC.
The role requires excellent organisational, communication and administrative skills, with the ability to manage confidential information, prioritise competing demands and work both independently and collaboratively. Through the provision of accurate information, effective governance processes and timely reporting, the postholder will contribute to providing assurance that EBPC services are safe, effective, patient-centred and well-led.
Main Duties and Responsibilities
Clinical Governance and Quality Support
· Provide comprehensive administrative support to the Clinical Governance & Quality Team, ensuring the effective delivery of EBPC's quality, safety and governance agenda.
· Support the setting, monitoring and reporting of quality and safety standards across EBPC.
· Assist in the co-ordination and administration of quality improvement initiatives, clinical audits and organisational learning activities.
· Maintain accurate governance records, databases, trackers and documentation to support effective governance oversight and assurance.
· Support the preparation of governance reports, presentations, dashboards and performance summaries.
Patient Safety, Incidents and Risk Management
· Support the administration and co-ordination of patient safety incidents, risk management processes and investigations.
· Maintain incident logs, action trackers and have governance oversight within DCIQ, ensuring information is accurate, up to date and accessible.
· Support investigations by collating documentation, evidence, statements and reports as required.
· Monitor investigation timelines and action plans, escalating concerns where deadlines may be at risk.
· Ensure learning, recommendations and actions arising from incidents and investigations are accurately recorded and shared appropriately across the organisation.
Complaints, Concerns and Patient Experience
· Provide administrative support for the management of complaints, concerns, compliments and patient feedback.
· Maintain complaints and feedback within DCIQ, ensuring records are accurate and compliant with governance requirements.
· Monitor and track response deadlines, chasing outstanding actions and supporting timely responses.
· Assist with drafting correspondence and collating evidence relating to complaints and concerns.
· Support Duty of Candour processes and associated documentation where required.
· Support the collection, analysis and reporting of patient experience information, including surveys, Friends and Family Test feedback and service user feedback.
· Maintain records of compliments and positive feedback and support the dissemination of learning and recognition across teams.
Clinical Governance & Quality Meetings
· Organise and co-ordinate governance meetings, quality forums, audit meetings and quality improvement events.
· Prepare agendas, circulate meeting papers and ensure documentation is distributed in a timely manner.
· Attend meetings as required, producing accurate minutes, action logs and meeting summaries.
· Monitor actions arising from meetings and follow up outstanding actions to support timely completion.
· Act as a point of contact for staff seeking information regarding governance processes, quality initiatives, investigations and complaints.
Regulatory Compliance and Assurance
· Provide administrative support in preparation for inspections, assessments and reviews conducted by external organisations, including the Care Quality Commission (CQC).
· Assist with the collation and organisation of evidence required for regulatory submissions, inspections and assurance reviews.
· Support the maintenance of compliance trackers, assurance records and governance evidence repositories.
· Contribute to providing assurance that EBPC services are safe, effective, patient-centred and well-led.
Policy, Documentation and Information Management
· Support document control processes, including policy reviews, version control and governance document management.
· Ensure governance documentation is maintained, stored and archived in accordance with organisational policies and information governance requirements.
· Handle confidential, sensitive and personal information appropriately and in accordance with GDPR and information governance standards.
· Maintain high standards of accuracy and professionalism in all written communications, records and reports.
Organisational Learning and Continuous Improvement
· Promote evidence-based practice by supporting the implementation of national guidance, standards and best practice.
· Support the sharing of learning from incidents, complaints, audits, patient feedback and quality improvement activities.
· Contribute to the development of a culture of continuous improvement, openness and organisational learning across EBPC.
· Identify opportunities to improve administrative processes, systems and reporting arrangements to support efficient service delivery.
General Responsibilities
· Use Microsoft Office applications and DCIQ governance system effectively to produce reports, spreadsheets, presentations and correspondence.
· Develop and maintain positive working relationships with colleagues, managers and external stakeholders.
· Work independently and use initiative to manage competing priorities while meeting agreed deadlines.
· Undertake any other duties appropriate to the grade of the post as reasonably requested by the Head of Clinical Governance & Quality.
Key Outcome of the Role
The postholder will support the delivery of safe, effective, patient-centred and well-led services by ensuring robust governance processes, effective administration of quality systems, timely management of incidents and complaints, and the promotion of organisational learning and continuous improvement across EBPC.
Other Requirements
· Ability to work in a fasted paced environment with priorities changing frequently.
· Positively always represent EBPC.
· High standards must be maintained in all dealings with managers, doctors, nurses, staff and non EBPC personnel to ensure that a professional image of EBPC is always preserved.
· You are required to deal with any real or potential safety hazards. Where doubt exists, the On Call Duty Manager is to be informed.
· EBPC maintains a no smoking policy on premises and grounds.
· Demonstrate flexibility and adaptability in responding to changing priorities and demands.
· Build and maintain positive, collaborative, and mutually supportive working relationships with all EBPC staff.
· Foster an inclusive workplace by respecting and valuing diversity in all interactions
Confidentiality
· While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
· In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
· Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include:
· Using personal security systems within the workplace according to practice guidelines
· Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
· Making effective use of training to update knowledge and skills.
· Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
· Actively reporting of health and safety hazards and infection hazards immediately when recognised.
· Keeping own work areas clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role.
· Undertaking periodic infection control training (minimum annually).
· Reporting potential risks identified.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
· Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
· Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
· Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
· Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
· Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within the practice, and will:
· Alert other team members to issues of quality and risk.
· Assess own performance and take accountability for own actions, either directly or under supervision
· Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
· Work effectively with individuals in other agencies to meet patient’s needs.
· Effectively manage own time, workload and resources
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to:
· Communicate clearly and effectively with team members to support collaboration and efficiency.
· Communicate sensitively and professionally with patients and carers.
· Recognise and respond appropriately to individual communication needs, including alternative methods where required.
Contribution to the Implementation of Services
The post-holder will:
· Apply practice policies, standards and guidance.
· Discuss with other members of the team how the policies, standards and guidelines will affect own work.
· Participate in audit where appropriate.
General Data Protection Regulation (GDPR)
· All members of staff are bound by the requirements of the General Data Protection Regulation 2018 and any breaches of the Act or of the confidential nature of the work of this post could lead to dismissal.
Essential Person Specifications
Personal Skills
Professional and reliable
Highly organised and methodical
Self-motivated and enthusiastic
Flexible and adaptable
Excellent attention to detail
Ability to build positive working relationships
Calm and resilient under pressure
Committed to continuous improvement and organisational learning
Experience
Working in a busy administrative environment
Managing confidential information
Arranging meetings, taking minutes and maintaining action logs
Preparing reports and presentations
Excellent verbal and written communication skills
Excellent organisational skills with attention to detail
Ability to prioritise competing workloads
Ability to work independently and as part of a team
Special Requirements
Ability to maintain confidentiality and handle sensitive information appropriately
Reliable and flexible
Full Driving licence and able to travel as required to sites across East Berkshire
Desirable
Health Care/NHS/Caring Environment
Other
Meet requirements of the Job description
Please note this job description may be subject to change at times due to the needs of the business.
Pay: From £24,960.00 per year
Benefits:
- Company pension
- On-site parking
- Store discount
Work Location: In person
