Betsi Cadwaladr University Health Board
Regulatory Support Manager (Ombudsman) INTERNAL
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Job Overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY BETSI CADWALADR UNIVERSITY HEALTH BOARD
This post is Fixed term/Secondment for 12 months to meet the needs of the service.
If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.
The Regulatory Support Manager (Ombudsman) will play a key role in supporting and deputising for the Senior Concerns manager (Ombudsman) in the appropriate handling of PTR Public Services Ombudsman for Wales cases for Betsi Cadwaladr University Health Board, ensuring that the team deal with the above in an efficient and effective manner and adhere to Health Board Policies and Procedures including the Putting Things Right Regulations 2011, the Duty of Candour and Duty of Quality.
Main duties of the job
- The Regulatory Support Manager (Ombudsman) will manage and collaborate with external Organisations and individuals outside the Health Board when concerns are received by the organisation. Ensuring that responses are received within agreed timescales and are quality assured prior to distribution. Ensure confidentiality is maintained and where necessary acting with tact and diplomacy when dealing with sensitive or contentious issues.
- Provide high quality, comprehensive technical, administrative support to the Senior Concerns Manager (Ombudsman) and work to agreed deadlines.
- Manage the administrative infrastructure necessary to support the Quality Assurance & Regulatory team in meeting its objectives and targets, this will include the development of systems and processes to monitor performance against indicators. Maintain effective administrative systems to support the work of the Quality Assurance & Regulatory team.
- The Regulatory Support Manager (Ombudsman) will support the Senior Concerns Manager (Ombudsman) in the implementation of a long term, standard, consistent approach ensuring that all concerns are investigated using the same tools and methodology/techniques to aid resolution. The post holder will maintain systems (databases / spreadsheets / action plans etc) ensuring that all information is captured allowing detailed statistical and analysis report to be produced.
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Working for our organisation
If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales. Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.
Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.
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Detailed Job Description And Main Responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.
Person specification
Qualifications And Knowledge
Essential criteria
- Educated or working towards Degree Level or demonstrable equivalent experience acquired through training or relevant degree and/or experience in the Concerns function specialism
Experience
Essential criteria
- Experience of working and engaging with staff at all levels in a high volume transactional environment
- Supervisory experience
- Demonstrable evidence of successful multi-disciplinary team working
- Experience in investigation techniques, patient safety concerns management and risk & risk management, using a range of complementary tools, e.g. Being Open, Root Cause Analysis, and Incident Decision Tree
Skills And Attributes
Essential criteria
- Report writing skills
- Analytical skills - ability to make judgements about facts or situations
- Ability to analyse information, prepare reports and utilise information to inform decision making
- Demonstrable and consistent evidence of organisational and personal learning and change from patient safety concerns, patient experience concerns or improvement programmes
Other
Essential criteria
- Knowledge of the patient safety and quality agenda and policy direction for the NHS
- Knowledge and understanding of the principles of clinical governance and quality improvement.
- Knowledge of Public Service Ombudsman for Wales regulations
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