Quality Governance Lead

TELDOC PCN is seeking an organised, motivated and forward-thinking Quality & Governance Lead to support the continued development of safe, effective and high-quality services for our patients and staff. This is an exciting opportunity for someone who has a strong interest in quality improvement, governance, patient safety and service development. The successful candidate will work closely with the Director of Quality & Governance, clinical and operational leads, and wider teams to help ensure that policies, processes, incidents, complaints, audits and learning are managed effectively and consistently across TELDOC PCN.

Key responsibilities will include:

• Supporting the management and monitoring of quality and governance processes across the Primary Care Network (PCN).
• Supporting the delivery and assurance of workstreams required under the PCN Directed Enhanced Service (DES).
• Assisting with incident reporting, significant event analysis, complaints learning and action tracking.
• Maintaining accurate records, logs and trackers to support assurance and reporting.
• Supporting audit activity, quality improvement work and the sharing of learning across teams.
• Working collaboratively with clinical, administrative and operational colleagues to promote a positive safety and learning culture.
• Preparing information for Quality & Governance meetings and supporting follow-up actions.

Main duties of the job

We are looking for someone who:

• Is a registered healthcare professional with current registration with an appropriate UK professional body.
• Has excellent attention to detail and strong organisational skills.
• Can communicate clearly and professionally with a range of colleagues.
• Is confident using Microsoft Office and maintaining accurate electronic records.
• Can manage competing priorities and work to agreed timescales.
• Understands the importance of confidentiality, patient safety and good governance.
• Is proactive, approachable and committed to continuous improvement.
• Has experience within primary care, healthcare administration, complaints, incidents, audit or governance processes, or is willing to develop in these areas.

Why join the Quality & Governance Team?

This role offers the opportunity to develop knowledge and skills in a key area of primary care, supporting meaningful improvements for patients, staff and services. You will be part of a supportive team where learning, fairness, collaboration and continuous improvement are valued.

Job Purpose

This role provides dedicated support for quality governance across Teldoc PCN. It focuses on quality improvement, governance processes, audit, incident learning, policy support, assurance reporting, patient experience and compliance with PCN DES. The postholder will work across clinical and operational teams to ensure governance activity is coordinated, evidence-based and aligned with organisational priorities, supporting safe, effective and responsive services for patients and staff.

Main Duties and Responsibilities

The post holder will be expected to work within agreed organisational priorities, maintain accurate records of governance activity, and provide timely updates on risks, actions and areas requiring escalation. The post holder will be expected to maintain clear action logs, follow up agreed actions with relevant leads, and provide assurance that learning and improvement activity has been completed or escalated where progress is delayed.

Quality and Governance

• Support the Director of Quality and Governance with the delivery of Teldoc PCNs quality, governance and assurance priorities.
• Assist with the development, implementation and review of governance systems, policies, procedures and action plans.
• Support preparation for CQC inspections and ongoing evidence gathering against relevant regulatory standards.
• Promote high standards of quality, safety, confidentiality, dignity and patient-centred care across the organisation.
• Contribute to governance meetings by preparing updates, reports, data summaries and recommendations as required.

Incident Management and Learning

• Support the review, investigation and monitoring of incidents, significant events and near misses in line with Teldoc procedures.
• Assist with risk stratification, escalation and follow-up of actions arising from incidents and significant event analysis.
• Help ensure learning from incidents is identified, recorded, shared, reviewed and embedded across relevant teams.
• Support Duty of Candour processes where appropriate, ensuring openness, transparency and timely communication.
• Monitor themes and trends from incident data and contribute to improvement plans.

Complaints, Feedback and Patient Experience

• Work with relevant leads to ensure actions arising from complaints are completed, reviewed for impact and used to inform service improvement.
• Support clear, compassionate and non-defensive communication when responding to patient feedback.
• Contribute to reports for governance meetings, patient experience reviews and service improvement activity.

Audit, Assurance and Quality Improvement

• Support the planning, completion and monitoring of audits across clinical and non-clinical areas.
• Assist teams to develop clear action plans following audit findings, incidents, complaints or external recommendations.
• Monitor progress against agreed actions and escalate delays, risks or barriers appropriately.
• Use data and feedback to identify themes, risks and opportunities for improvement.
• Support the delivery of quality improvement projects using recognised improvement methods where appropriate.

The post holder will support governance activity in line with relevant NHS, CQC, data protection, safeguarding, patient safety and organisational requirements. They will maintain evidence and reporting to support internal assurance, external review and continuous improvement.

Policies, Compliance and Risk

• Support the review, maintenance and implementation of policies, procedures and standard operating processes.
• Assist with organisational risk registers, action logs and assurance records as required.
• Help ensure staff are aware of relevant policies and governance processes.
• Escalate areas of concern to the Director of Quality and Governance or appropriate senior lead.

Leadership and Communication

• Provide visible support to teams in relation to quality, governance and improvement activity.
• Develop effective working relationships with clinical and non-clinical colleagues across all sites.
• Communicate complex or sensitive information clearly, professionally and appropriately.
• Encourage a positive safety culture where staff feel able to raise concerns, report incidents and contribute to learning.
• Support induction, training and staff awareness sessions related to governance, quality, safety and patient experience.

PCN DES Delivery and Assurance

• Support PCN DES delivery and assurance by overseeing key workstreams, including Enhanced Access, structured medication reviews and preventative care priorities, ensuring activity is planned, tracked and delivered in line with DES specifications.
• Lead on performance monitoring and reporting, using the PCN DES reporting template to systematically track progress against indicators, identify gaps and provide timely insight to practices and PCN leadership.
• Drive quality improvement activity across the PCN by analysing variation, supporting each practice to implement improvements and ensuring learning is shared and embedded.
• Lead on early cancer diagnosis requirements within the PCN DES, supporting planning, delivery, evidence gathering and assurance reporting to demonstrate progress against agreed expectations.
• Strengthen governance and compliance by ensuring evidence requirements are met, documentation is maintained and the PCN is able to demonstrate delivery against DES expectations.

Working Relationships

The post holder will work collaboratively with senior leaders, clinical and operational teams, administrative staff and external stakeholders to support consistent governance standards across all Teldoc PCN sites.

Confidentiality

In the course of their duties, the post holder may have access to confidential information relating to patients, carers, staff and the organisation. All such information must be treated as strictly confidential and handled in accordance with Teldoc policies, data protection legislation, NHS confidentiality requirements and professional standards.

Safeguarding, Equality and Diversity

The post holder must support Teldoc's commitment to safeguarding children, young people and vulnerable adults. They must also promote equality, diversity and inclusion by treating patients, carers and colleagues with dignity and respect, recognising individual needs and working in a non-judgemental and inclusive way.

Personal and Professional Development

The post holder will participate in relevant training, supervision and appraisal processes. They will be expected to maintain their own professional knowledge, keep up to date with relevant governance and quality requirements, and contribute to a learning culture across the organisation.

Other Duties

This job description is intended as an outline of the main duties and responsibilities of the role. It may be reviewed and amended in line with the changing needs of Teldoc, following discussion with the post holder.

Person Specification

Skills, Knowledge and Experience

• Understanding of clinical governance, patient safety, confidentiality, safeguarding, equality and diversity, quality improvement principles and the importance of learning from incidents, complaints and feedback.
• Excellent written and verbal communication skills.
• Able to analyse information, identify themes, produce clear reports, support action planning, track progress and follow up actions to completion.
• Confident IT skills and ability to work with data, documents and shared systems.
• Professional, approachable, organised and able to work with discretion.
• Able to build positive working relationships, manage competing priorities and promote a culture of learning and improvement.
• Knowledge of CQC standards, Duty of Candour, information governance and NHS primary care quality requirements.
• Experience using clinical systems, incident logs, audit tools or shared governance reporting systems.
• Confident supporting change, influencing colleagues and presenting information at meetings.

Experience

• Experience of working in general practice, primary care, NHS services or a comparable healthcare setting.
• Experience of supporting audit, incident review, complaints analysis, governance processes, assurance reporting or quality improvement activity.
• Experience supporting policy review, risk registers or significant event analysis.

Qualifications

• Registered healthcare professional with relevant experience in quality, governance or general practice management.
• Quality improvement, leadership, audit, governance or patient safety qualification/training.

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.