Divisional Quality, Safety and Service Improvement and Manager

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Job overview

The division of Surgical Specialities manages the departments of trauma & orthopaedics, head & neck, Urology and Thoracic surgery. The division is seeking an enthusiastic, forward thinking quality, safety and improvement manager. With a focus on the complaints process, this position will be a key role in supporting the clinical governance processes within the division.

Main duties of the job

The role will include responding to complaints, liaising with complainants and developing and supporting the improvement process to embed learning from complaints and other governance improvements. The post will work closely with the divisional management and clinical team and will line manage the quality and safety facilitator.

We are seeking an individual with experience in liaising with and supporting patients, families and carers and a keen interest in improvement.

Working for our organisation

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:

• University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)

• National Hospital for Neurology and Neurosurgery

• Royal National ENT and Eastman Dental Hospitals

• University College Hospital Grafton Way Building

• Royal London Hospital for Integrated Medicine

• University College Hospital Macmillan Cancer Centre

• The Hospital for Tropical Diseases

• University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.

We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.

Detailed job description and main responsibilities

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

Come and be a part of the best NHS trust in England to work for, according to our staff*

UCLH top trust to work at in England - for the second year running! : University College London Hospitals NHS Foundation Trust

*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England - for the second year in a row.

UCLH top trust to work at in England - for the second year running! University College London Hospitals NHS Foundation Trust.

Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.

This vacancy has been advertised in accordance with the new NHS pay rate which will take effect from autumn 2024. Please note if your employment starts before the 24/25 pay scales are implemented you will be paid under the 23/24 pay scales and any backpay will be adjusted accordingly. Further information can be found at https://www.nhsemployers.org/articles/pay-scales-202425

Person specification

Knowledge and Qualifications

Essential criteria

• Educated to Masters level or equivalent evidence of successful study at a higher level within a specialist environment of clinical effectiveness/project management
• Management qualification or equivalent experience of leading and developing individuals and teams, or equivalent experience.
• Educated to degree level or equivalent.

Experience & Skills

Essential criteria

• Extensive experience working in the NHS, in relevant fields e.g. audit, guidelines, project management, policy strategy and development.
• Demonstrable leadership experience with evidence of affecting change, process redesign and establishing monitoring/evaluation mechanisms within an NHS setting
• Experience in supporting complex projects.
• Experience of working in a large and complex health environment at corporate level.
• Project management skills - ability to plan, manage and monitor according to the project framework and within the agreed budget.
• Strong organisational and problem-solving skills with the ability to deliver objectives within an agreed timeframe
• Creativity and ability design communication materials to display complex content/data in a professional, innovative and clearly/easily understood way via slide-decks or other
• Ability to prepare and deliver presentations to all levels of an organisation.
• Advanced written skills with experience of different writing styles including reports, action plans, summaries and policies.
• Experience of gathering, collating and documenting large bodies of evidence.
• Ability of making decisions where there is no policy in place, conflict, or a significant degree of uncertainty.
• Understanding of quality improvement techniques.
• IT Skills: word processing, databases, spreadsheets, Power point, web browsing software.

Desirable criteria

• In depth awareness of Government policies and strategies in relation to clinical effectiveness.
• Detailed knowledge and understanding of the Care Quality Commission regulations and legislation.
• Knowledge of Microsoft Project and Visio
• Specialist knowledge of clinical governance policy framework.

At UCLH, we have a real 'One Team' ethos, and our values - safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.

At UCLH we take equality of opportunity seriously and are committed to being a diverse and inclusive employer, with a culture that creates a real sense of belonging and trust. It is our fundamental aim, to recruit, retain and promote a diverse mix of people who are representative of our local communities. Applications are encouraged from candidates of all backgrounds, cultures, and perspectives to support our world class research, innovation and creativity.

UCLH recognises the benefits of flexible working for staff and has a dedicated policy which allows staff to apply for flexible working right from the beginning of employment. For more information please go to: https://www.uclh.nhs.uk/work-with-us/why-choose-uclh/flexible-working.

We offer our permanent staff an interest free season ticket loan for travel, all our staff have access to free independent and confidential support, large retail discounts, a staff discount platform, cycle to work scheme and on-site accommodation to name a few.

Additionally, UCLH Arts and Heritage's staff wellbeing programme, Creative Comfort, offers a variety of ways to engage with the arts as a member of UCLH staff. You can try out the weekly choir, weekly art club and join the Culture Club for exclusive access to free and discounted tickets for opera, exhibitions, theatre and more.

We recognise, reward and thank colleagues by nominating them for our annual Celebrating Excellence Awards, which are funded by UCLH Charity.

We are also members of www.mytrustbenefits.co.uk/ which offers discounts on high street retail stores, offers on travel deals, and also to take advantage of cash back schemes.

This vacancy may close before the current listed closing date. You are advised not to delay submitting your completed application.

Please note that all correspondence regarding your application will be via email. The emails will be sent to you via TRAC.jobs and not via NHS Jobs, we encourage you to check your inbox regularly.

Please note that if you are at present in a training position on the 2016 new junior doctor's contract and are applying for a Trust doctor role your salary will not be pay protected.

You will be placed on the appropriate point of the Trust Doctor pay scale based on your previous experience.

Please note that if you have not heard from us within 3 weeks of the closing date of the advert to assume that you have not been shortlisted on this occasion.

The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.

Employer certification / accreditation badges

Documents to download

• Job Description (PDF, 672.3KB)
• Functional Requirements (PDF, 262.3KB)
• UCLH Values (PDF, 860.9KB)