Divisional Governance Support Manager - Band 5

The post holder will provide support for the Governance team across the division and the specialties within it, supporting the Divisional Patient Experience Lead and Governance Lead to ensure robust governance considerations are integral to the delivery of the North Bristol NHS Trust strategic themes.

Through working in partnership with the specialty and divisional teams the post holder will:

• Manage incidents, PALS and complaints within the division.
• Provide expert advice in relation to Governance processes such as management, reporting, investigation and follow-up of adverse clinical incidents and handling of complaints.
• Provide training as and when required.
• Effectively manage dynamic and clinically complex complaints caseload in accordance with the Complaints Procedure and national targets.
• Support the clinical leads and service managers in Governance processes, maintaining an effective Trust approach to Governance.
• In the absence of the Patient Experience Lead and Governance Lead, deputise and produce the clinical governance highlight reports on patient experience, incidents and risk.
• Ensure that learning and actions stemming from a complaint, PALS response and incident are carried out and documented to completion.
• Engage with patients, collating their feedback and ensuring their voice is heard by sharing across the division and at trust level as appropriate.
• Appropriately escalate matters of concern to appropriate clinicians and senior managers, working closely with the divisional and specialty leads for governance and divisional management team on all matters pertaining to patient experience and patient safety.
• A lead role in the management of the divisional wide complaints and PALS reporting and tracking system in conjunction with the central complaints team.
• Produce and present specialty reports at regular divisional and specialty governance meetings which demonstrate quality, safety, patient experience, clinical outcome measures and statutory compliance.
• Analyse, interpret and present outcome data and ensure that any outlying outcome measures are fully understood, disseminated as necessary and closely monitored.
• Coordinate, attend and take the minutes in the local resolution meetings and bereavement meetings.
• Represent the divisional governance team at meetings as delegated.
• Manage all currently established methods of obtaining patient feedback and ensure there is an active programme of learning to constantly improve the patient experience.
• Monitor and conduct in-depth analysis of incidents, risk, compliments, complaints, feedback and PALS trends and ensure that they are shared across the division.

North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialties. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.

North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.