Job summary
111 Clinical Quality Coach
- Band 5 - £32,073 - £39,043 per annum
- 6 month secondment opportunity
- Full time or part time applications considered - 18.75 / 37.5 hrs per week
- Base - Crawley HQ / Medway MRC
Are you passionate about quality improvement, patient safety and developing others to deliver exceptional care?
We are seeking a proactive and highly motivated 111 Clinical Quality Coach to join our NHS 111 team.
In this rewarding role, you will support the delivery of a safe, effective and high-quality NHS 111 service by auditing NHS Pathways calls, providing coaching and feedback to staff, supporting investigations and complaints, and identifying opportunities for continuous improvement. You will work closely with managers, team leaders and trainers to maintain high standards of performance, compliance and patient experience across the service.
Main duties of the job
- Conduct quality audits of NHS Pathways calls in line with national licensing requirements.
- Provide timely, constructive feedback and coaching to support staff development and performance improvement.
- Support complaint investigations, PALs enquiries, capability processes and special case reviews.
- Analyse audit findings and quality data, producing reports that identify trends, risks and opportunities for improvement.
- Maintain and update performance databases and quality monitoring records.
- Collaborate with operational managers and team leaders to develop and implement performance improvement plans.
- Act as a subject matter expert for NHS Pathways and call handling standards.
- Support audit calibration and levelling activities to ensure consistency and fairness in quality assessments.
- Maintain competency in NHS Pathways through regular operational use of the system.
About us
- Option to join NHS pension scheme
- A minimum 27 days' holiday each year, increasing after 5 years' service.
- Personal and professional development and training opportunities.
- Salary Sacrifice schemes for cars or push bikes.
- Access to occupational health and counselling services.
- Award winning wellbeing hub
- Access to NHS discounts, offering NHS employees a range of money-saving deals.
Other than in exceptional circumstances, the starting salary for staff new to the NHS will be the bottom point of the band to which they have been appointed.
Job description
Job responsibilities
The Clinical Quality Coach plays a key role in supporting the governance, quality assurance and continuous improvement functions of the NHS 111 service. Working as part of the operational management team, the post holder will be responsible for auditing calls completed using NHS Pathways, assessing compliance, identifying development needs and providing supportive feedback to staff.
The post holder will support managers with investigations relating to complaints, capability concerns and patient safety incidents by undertaking detailed call reviews and producing written reports. They will also assist in developing and monitoring action plans to support individual performance improvement and service quality enhancements. [111 Clinic...lity Coach | PDF]
Using audit results and service data, the post holder will identify learning opportunities, contribute to quality improvement initiatives and help ensure compliance with NHS Pathways licensing requirements. They will work collaboratively with managers, supervisors and trainers to promote best practice, share learning and improve patient outcomes. [111 Clinic...lity Coach | PDF]
The successful candidate will be expected to demonstrate excellent communication, organisational and analytical skills, with a strong focus on patient experience and clinical quality. They will remain up to date with NHS Pathways standards and support the ongoing development of colleagues through coaching, guidance and professional expertise.
As a representative of the Trust, the post holder will be expected to embody NHS values, maintain confidentiality, adhere to safeguarding responsibilities and contribute to a culture of continuous improvement, professionalism and compassionate care.
Person Specification
Qualifications
Essential
- A minimum of three GCSE's or 'O' Level, Professional qualification, Grade C and above / equivalent qualification including NVQ.
Knowledge and Experience
Essential
- Experience of telephone triage using NHS Pathways software.
- Experience of providing telephone advice.
- Experience of making un-supervised decisions, where can demonstrate risk evaluation to decision-making.
- Good keyboard and computer skills.
- NHS Pathways Coach Qualification
Desirable
- Experience of auditing or audit software.
- Good working knowledge of the wider NHS structure and agenda.
Skills
Essential
- Excellent communication and listening skills.
- Excellent understanding of the ambulance service and 111 Contact Centre Environment.
- Able to remain calm under pressure.
- Patient experience and clinical care quality focused.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
SECamb
Address
Medway & Crawley
Crawley
RH10 9BG
United Kingdom
Employer's website
111 Clinical Quality Coach in Crawley employer: SECamb
At South East Coast Ambulance Service NHS Foundation Trust, we pride ourselves on being an exceptional employer, offering our Vehicle Maintenance Technicians a supportive work environment where professional growth is encouraged through extensive manufacturer training and development opportunities. Located in Banstead, our team plays a crucial role in maintaining a diverse fleet of over 700 vehicles, ensuring that our frontline services are always ready to respond to the needs of our communities. With a commitment to inclusivity and employee wellbeing, we provide generous benefits including a minimum of 27 days annual leave, access to NHS discounts, and a strong focus on health and safety.
