Excellent opportunity for a Quality Support Officer to join the Parliamentary and Health Service Ombudsman in Manchester. PHSO is the final stage for complaints about the NHS in England and public services delivered by the UK Government. They investigate complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or fairly or has given a poor service and not put things right. The service is free for everyone. When an investigation leads to an upheld complaint, PHSO seeks appropriate redress for any unremedied injustice or hardship suffered by the complainant. This may involve an explanation of what went wrong, an apology, changes in procedures to prevent problems recurring and, where appropriate, a payment. PHSO currently has around 450 employees based at two sites in London (Millbank) and Manchester. Complaints about government departments and other public organisations are referred to PHSO through MPs, while those about the NHS in England are usually received directly from complainants. In 2019-20, PHSO completed 1210 investigations about 1420 organisations. They upheld 54% of the complaints investigated. This means they found the organisation complained about had made mistakes or provided a poor service, and that this had a negative effect on the person complaining that had not been put right.
Due to additional work-load and a move to publish results on-line funding has been granted for an additional Quality Support Officer on a Fixed Term Basis until March 2022. You will join the Quality and Improvement Team and your focus will be to support the delivery of the Quality Assurance Framework. This will involve ensuring compliance recommendations for the organisations being investigated. You will also complete audits and sampling of casework. You will also be responsible for publishing and coordinating communications on behalf of the Quality Team.
Reporting to the Quality Manager your main duties will be: • To support the delivery of the Quality Assurance Framework • Use quality control and assurance activity, methodologies and tools for the operation • To audit casework and compliance recommendations and accurately record evidence against policy led quality standards, measures and PHSO’s service charter commitments • To provide quality sampling activity based on priorities and themes • Ensure that the SMART remedies PHSO recommend to organisations we investigate are met fully or escalated in line within policy and guidance • Develop and maintain intranet and internet content and communications in relation to Quality • Administrative support to the Quality team and wider Quality and Improvement team General Duties: • To support and engage with change in own area and within wider PHSO • To participate in learning & development activity and professional development as required in relation to the role • To contribute to an environment of continuous improvement and excellence • To provide excellent customer service to all internal and external stakeholders • To promote and support the PHSO’s vision and values • To complete any other duties commensurate with the role
Skills & experience
To be considered for the role you’ll need to demonstrate the following: Knowledge • An understanding of quality control, assurance, and standards • An awareness of public administration (central government in particular or the NHS) and the context in which it operates – desirable but not essential Skills • Ability to analyse information and spot trends in data with strong attention to detail • Good team-working/interpersonal skills • Good communication skills both written and verbal • IT literate • Ability to meet targets and deadlines • Self-motivated and well-organised: able to work with little day-to-day supervision from line manager, organising own work to manage competing priorities Experience • Experience of working in an administrative environment or providing a service to internal customers • Experience of working in a Quality or Auditing role – desirable • Experience of casework management - desirable
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