Care, Quality & Governance Manager - Cranstoun
(2022-11)
- QMS Ownership & Compliance Leadership
- Lead and/or participate in ISO 9001:2015 audit activity and associated Quality Management System work, maintaining an evidence-based approach to assurance.
- Experience supporting and enhancing Quality Management Systems through document control, policy governance, audit programmes, corrective and preventative actions, compliance monitoring, inspection readiness and quality reporting. Skilled in driving continuous improvement, maintaining governance records and working with senior stakeholders to embed quality culture.
- Work collaboratively with senior clinical and governance leaders to support the development and delivery of the quality and governance agenda across services.
- Lead and coordinate organisational and service-level audits, including data review, report writing, evidence collation and monitoring of improvement action plans.
- Lead and support Service Quality Assurance Reviews to assess compliance with CQC regulations and quality standards, supporting services to identify and deliver improvement actions.
- Contribute to the development of compliance monitoring systems, governance frameworks and mechanisms for sharing learning from audits, reviews and investigations.
- Support Data Security and Protection Toolkit activity and ensure quality and governance work is managed in line with GDPR and information governance requirements.
- Participate in policy, procedure, guideline and controlled form reviews to support consistency, best practice and document control.
- Support incident management activity, including Datix development, reporting, monitoring, training, serious incident review processes and RCA-based investigations, as required.
- Provide leadership within the Care, Quality and Governance team, including supervision and line management support where required, and deputise for senior colleagues as needed.
- Promote quality governance, safe practice, diversity and continuous improvement across services in line with organisational policies and best practice.
Quality & Governance Business Support Manager - Healios
(2021-08 - 2022-11)
- Provided business support to the Quality and Governance team, ensuring a portfolio of tasks and projects was delivered effectively.
- Acted as Health & Safety Officer for the organisation and completed relevant training to support safe working practices.
- Processed supplier assessments, DPIAs and Subject Access Requests, supporting strong information governance practice.
- Wrote and reviewed policies to ensure they reflected organisational values and operational requirements.
- Supported senior leaders through briefing papers, correspondence, data collation and evidence-based decision making.
- Worked with clinical governance frameworks including patient safety, incident investigation, risk assessment, health and safety monitoring, audit and continuous improvement.
- Coordinated activity in complex and challenging environments, managing competing priorities and tight deadlines.
- Collated, interpreted and presented data in a variety of formats for senior and operational audiences.
- Worked within a health technology setting with digitally enabled / SaaS solutions supporting NHS, local authority and private sector contexts.
Lead Clinical Experience Coordinator - Healios
(2020-04 - 2021-08)
- Led the coordination and implementation of administrative processes across the client pathway to ensure timely, efficient and smooth service delivery.
- Built effective relationships with administrative, clinical and management teams, maintaining clear communication channels.
- Provided guidance as a subject matter expert for mental health services and clinical systems.
- Monitored the client journey, escalating delays or bottlenecks affecting patient experience or delivery of clinical services.
- Managed confidential patient-sensitive documentation and ensured accurate records were maintained and updated.
- Provided day-to-day management and leadership to the Client Experience Coordinator team.
Study Delivery Coordinator - South Tees Hospitals NHS Foundation Trust
(2018-04 - 2020-04)
- Coordinated new and existing clinical studies from initiation to completion, collating data and cascading information as required.
- Visited potential study sites to introduce new clinical trials and develop relationships to support study delivery.
- Prepared monthly reports on trial activity.
Patient Safety Officer - South Tees Hospitals NHS Foundation Trust
(2016-06 - 2018-04)
- Coordinated formal complaint and serious incident investigations, including Root Cause Analysis, staff interviews and liaison with external stakeholders such as the coroner and CCG.
- Reported serious incidents in line with the NHS Serious Incident Framework, ensuring accurate and complete data.
- Supported CQC inspections by collecting and collating information as requested.
- Processed Subject Access Requests.
Senior Health Trainer - Pioneering Care Partnership
(2013-08 - 2015-03)
- Delivered physical and mental health improvement services within offender management units and approved premises across Durham and Tees Valley.
- Managed a cohort of Health Trainers across the locality to support consistent and effective service delivery.
Office Manager / Executive PA - Middlesbrough & Stockton Mind
(2009-04 - 2013-08)
Provided office management and executive PA support within a mental health charity providing emotional support to people and carers.
Office Manager / Executive PA - QBM Precision Ltd
(2008-05 - 2009-03)
Office Manager / Executive PA - Cleveland Maintenance Ltd
(2005-09 - 2008-02)
