Quality Officer in London

The Quality Officer role is to work alongside services to support adherence to Together's quality practice standards and the promotion of best practice in quality assurance and regulatory compliance across all services. Ensuring that quality frameworks are consistently applied and that services meet both internal expectations and external regulatory requirements. Fostering a culture of continuous improvement, provide and analyse data related to service quality and impact. Working in partnership with Service Managers, Head of Regional Operations (HRO), Contract Manager/Wellbeing & Operations Manager to gather relevant information, agree and support quality improvement across each directorate.

Provide training and guidance, including CMS, reporting, management and development and provide/support reporting to the Quality and Safety Committee.

• Quality Assurance & Improvement
  • Maintain a portfolio of services to provide a partnership approach to quality and safety, working alongside services to ensure high standards of quality practice and service provision.
  • Support services within quality and safety improvement, including actively working with the Service Manager and team to develop and implement performance and quality improvement plans at site/service level.
  • Planning, scheduling, creating and presenting learning events with operational staff on Service impact measures/indicators (SIMs).
  • Ensure that Operational Line Management have access to real time data to support local decision making and support them in the creation of action improvement plans related to Service Impact Measures (SIM's).
  • Analyse and produce reports Q1 and Q4 Submissions and ensuring Q2/Q3 action plans are completed on time and escalating any issues to HRO's.
• Incident & Investigation Support
  • Incident escalation process: this role will be required to work with the Ops admin to identify any incidents that may need to be escalated. The Quality Officer will review and instigate a review of support plans, risk plans in case management system alongside the incident, may also need to liaise with HRO's and Operational Leads during the escalation process.
  • Support serious incident investigations/ escalated complaints investigations by collating evidence for investigating officer.
  • Support and complete desktop reviews for use in investigations for Path B Investigations.
• Reporting & Data Analysis
  • Analysing data so external validations and accreditations are created, published & subsequently maintained.
  • Support the Quality Team in the preparation of reports this includes producing the analysis in the reports (both internal and to the Board) relating to performance/ governance such as quarterly performance report, Quarterly Quality and Safety Reports and any other reports that may need to be produced based on Committee Planner.
  • Support the HRO, Quality & Safety manager and the wider Quality Team on delivering the Quality Improvement Strategy.
  • Take responsibility for meeting all deadlines and timescales for relevant work that contributes to Quality work streams.
  • Create a library of good practice information, examples and evidence, to support services with evidencing the work they do.
  • Producing and analysing data Clinical Governance Oversight processes i.e monthly incident review, risk panel, complaints learning etc.
• Training & Development
  • Delivering CMS and other essential system training to the workforce.

• How to accurately and clearly present quantitative and qualitative information and to write about complex/ sensitive events/situations.
• Knowledge and skill in picking up a range of computer systems and online platforms for report writing, communication, presenting and training staff and to troubleshoot errors and reconcile data and information.
• The operational systems and processes within the organisation to understand how the services run without needing to visit each one regularly but also doing service visits where necessary.
• Knowledge of mental health legislation generally and the wider societal context in which we work, including how the government and NHS impact our work for the effective input on the incident review group and complaints learning group as well as for policies and procedures updating/reviewing and knowledge of impact for services on quality improvement efforts.
• Experience of running and organising learning events and presenting verbally/ written format to differing audiences for the ongoing Service Impact measures work and quality improvement strategy.
• Skill and experience in how to run online webinars and train people on a system.
• Knowledge/ training in management of others and experience and skills which I have developed over the last year.
• Ability to effectively manage relationships across departments.

At Together we value and encourage diversity and inclusion within our workforce. We are committed to creating a workplace where you can be your authentic self, welcoming applications from people from diverse communities and backgrounds who share our values. As an employer, we are committed to making any reasonable adjustments during the recruitment process. Successful candidates will require an enhanced DBS check.