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Job description

We have an exciting opportunity for an enthusiastic Complaints and Governance Manager to join the Cardiovascular Care Group. This post is well suited to an individual that is looking to advance their career in data quality and gain hands on experience in driving quality improvement initiatives in a supportive workplace.

This exciting positon offers an opportunity for the right person to make a real difference in the effective management and delivery of complaints, incidents, investigations and risk management.

For further information please contact Jo Lands, General Manager on 020 3299 3635 or Tania Massey, Head of Nursing on 020 3299 3987.
Job Summary

The post holder will lead in providing governance support to the Cardiovascular Directorate and be accountable to the General Manager to support achieving mandated targets and demonstrating safety and effectiveness of clinical care. The post holder will be operationally responsible for the coordination of the delivery of the clinical and information governance framework within the Cardiovascular Directorate and to ensure the delivery of safe and effective patient care and optimising the patient experience. The post holder will provide admin support to the Governance committee and Governance Leads, coordinating diaries, booking meetings, collating papers and taking minutes of meetings. The post holder will obtain any relevant documents and reports required for risk and governance and mortality and morbidity meetings.

The post holder will at times lead on investigating complaints, incidents, risks and other clinical governance related issues, including sourcing the patient’s medical (electronic) notes, obtaining statements, summarising key events and drafting a response for review within the set timeframe. The post holder will co-ordinate timely investigation of clinical incidents and develop action plans to ensure best practice in collaboration with clinical leads and the central risk team.

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) in Denmark Hill, the Princess Royal University Hospital (PRUH) in Bromley, Orpington Hospital and services at Queen Mary’s Hospital, Sidcup and the Beckenham Beacon.

The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order tomeet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

• To provide a full governance service to the Cardiovascular Directorate.
• To review all complaints received for the Cardiovascular Directorate
• To develop systems and processes that will support the Cardiovascular Directorate with forward planning to maximise clinical safety and effectiveness. Undertaking analysis and developing action plans to address areas of concern or improvement.
• Review clinical notes to identify staff involved, request statements, prepare draft final response and agree with service leads within Trust timeframes.
• Attend local complaints, risk, incident, outcome and patient experience meetings as required or requested by the Cardiovascular Directorate.
• Maintain accurate up to date actions arising from complaints, incidents, risks, external reports etc and implement and maintain a tracking system/ process for ensuring completion of actions.
• Attend all clinical governance and mortality and morbidity meetings.
• Coordinate the clinical governance / mortality and morbidity meetings with the governance leads. Prepare agenda, take minutes and actions, issue papers and manage diary and TEAMS invitations for meetings.
• Analyse trends and themes in complaints, incidents and risks and provide regular highlight reports to the Cardiovascular Directorate.
• To support the Cardiovascular Directorate with interpreting performance information in relation to clinical governance targets and KPI’s.
• To be fully conversant with the Trust wide electronic risk reporting system (Datix) for risk management and investigation process for all levels of adverse incident.
• Co-ordinate adverse incident investigation upon notification by the service lead. Meet with staff involved or request statements as appropriate to ensure a thorough investigation process is completed and records are maintained within the Datix system.
• Ensure all required clinical information is available to the designated lead investigator and assist with providing information as requested to the Governance leads.
• Assist when requested with a root cause analysis ensuring all templates are available to enable a robust investigation to be completed which informs appropriate recommendations and actions.
• Collate action points relating to complaints, incidents, risks etc and support the site executive team with the monitoring delivery of actions.
• Ensure action tracker is reviewed regularly at the governance meetings.
• Prepare any other clinical governance report as requested for presentation either locally or for Trust wide meetings.
• Ensure the Cardiovascular risk register is regularly reviewed by the Governance Team and that risks are updated accordingly.
• To work effectively as part of the multi-disciplinary teams within the Directorate, encouraging and supporting health care professionals in the promotion and maintenance of patient experience and safety.
• To demonstrate effective communication and customer care skills with patients and their relatives / carers, thereby acting as a positive role model for all groups of staff.
• To maintain effective working relationship with colleagues at all levels within the Cardiovascular Directorate.
• To maintain accurate records.
• To be actively involved in orientating all new staff in relation to clinical governance frameworks within the Cardiovascular Directorate.
• To manage workload within the time constraints.
• To produce appropriate and timely reports as requested by management.
• To be a resource to staff for governance issues, admin and support

• Attach reports/ statements to adverse incidents on the Datix system.
• Attach and link complaint responses to adverse incidents as required.
• Take minutes as required or requested for clinical governance, mortality and morbidity and complaint meetings.
• Arrange meetings and meeting venues as requested by governance leads.
• Assist with the dissemination of patient safety alerts to appropriate leads/ departments.
• Liaise with the clinical effectiveness and audit department and clinical leads to ensure all guidance and policy documents are reviewed and updated as required.

• Responsible for the line management of the clinical data/audit leads, including the conduction of appraisals, disciplinary matters, recruitment, and career guidance. The allocation of work and monitoring of individual performance in accordance with Trust policies and procedures, maintaining professional standards, ensuring that competence is demonstrated at all times.
• Providing the clinical data/audit leads with expert advice, direction, guidance and due diligence support, to ensure departmental clinical information aims and performance targets are well supported, and performance targets are constantly met
• Effectively communicate with key stakeholders within the care group, developing appropriate material to convey complex information / issues to small or large audiences as formal presentations or report to enable better understanding of a range of clinical information.

• To work collaboratively with others reporting incidents and providing feedback whilst demonstrating the resulting change of practice.
• To assist Governance Team with a positive approach when feeding back on incidents and complaints, thereby ensuring individual learning, service development, improved patient experience and staff satisfaction.
• Support and develop staff from all professional and clinical groups with statement/ report writing.
• Raise awareness of clinical governance and professional accountability within the clinical groups.
• To demonstrate a willingness to learn and develop own skills through discussion and self-assessment.
• To demonstrate a willingness to learn new skills and systems in order to support the changing needs of the service.
• To identify own training and development needs and undertake appropriate training/education courses, both internal and external, where appropriate and through one-to-one coaching and training.
• To complete all statutory and mandatory training as and when required to do so.
• To participate in an annual individual performance review process where objectives will be agreed, performance monitored and personal development needs discussed.