Clinical Quality Delivery Manager

The primary role of the Clinical Quality Delivery Manager is to lead and oversee the delivery of the SCW PALS and Complaints service. The postholder will ensure appropriate, high quality and timely support is provided to service users and that SCW and our customers meet their statutory requirements in relation to PALS and Complaints. The role will also input into the management of clinical incidents within SCW and/or on behalf of our customers. They will also be asked to contribute to the development, improvement and delivery of SCW's quality service offer as part of a multi-disciplinary team from clinical services and wider SCW service lines.

This job helps improve outcomes for patients, service users and populations by providing clinical oversight to the Patient Advice and Complaints Team (PACT) who help resolve patient concerns. The role will help to identify themes, trends and facilitate improvements. Substantially contributing to the delivery of clinical quality and service improvement programmes by ensuring adequate governance is applied to the management of patient safety incidents.

Main duties of the job

Providing oversight, management and quality assurance to SCW PALS and Complaints team ensuring delivery of comprehensive, high quality and compassionate PALS and Complaints responses.

Undertaking case management of complex complaints and clinical incidents on behalf of customers and/or SCW

Contributing to the development and delivery of SCW's quality service offer using clinical expertise in delivery of evidence based care to inform this

Acting as subject matter expert on PALS, Complaints and Incident Management for SCW and our customers including significant expert knowledge of NHS Complaints regulations, alongside IG and GDPR requirements

The Clinical Quality team proudly consider ourselves to be a knowledgeable, supportive, and inclusive team. The service can be exceptionally busy and faced paced at times, particularly where there are multiple meetings that require regular reporting and additional administrational duties when requested. Therefore, this role would suit an individual who is organised, adaptable, with excellent communication skills and the ability to work independently but also as part of a multi-disciplinary team to support customers, colleagues, and the wider team.