Quality & Compliance Manager - Scotland, North & East

Job Introduction

Job Title: Quality and Compliance Manager
Region: Scotland, North & East
Salary: £40,000 - £45,000 dependent on experience
Hours: Mon – Fri 9-5, with expectation for frequent travel and overnight stays - This is a hybrid role.

Branches covered within the regions are:

• Scotland - Angus, Cupar, Dundee, Edinburgh & Kirkcaldy
• Central & East - Derby, Leicester, Northampton, Peterborough, Sleaford, Ipswich, Halesworth & Norwich
• North - Blackpool, Leeds, Liverpool, Wakefield, York & Staffordshire

Life at Prestige:

People are at the very heart of Prestige, and we want to make life better for them. As a Branch Administrator you’ll grow and develop in an exciting business that puts people at the centre of everything we do.  

Prestige Nursing & Care, part of the Sodexo Group, has provided home care for over 75 years and we have 35 local offices in England and Scotland. Our aim is to lead the care industry by providing high quality, personalised and specialist services to our clients.

Role Responsibility

Responsibilities:

• Work in partnership with Registered Mangers to excel in customer service through prompting and embedding a culture of safety through learning.
• Work in partnership with Registered Managers to respond to client and stake holder queries, comments or concerns effectively and to a high standard; and measuring progress against the agreed actions of this feedback.
• Work in partnership with Clinical Governance, Regional Managers, Registered Managers and branch staff to identify areas for continuous improvement.
• Provide branch level support to front line managers to embed good practice, systems and compliance.
• Develop and implement communication strategies across the regional branch network to ensure good awareness of regulatory requirements.
• Provide advice and support to managers to ensure they are effectively inducted into their role in preparation for CQC registration.
• Support Registered Managers in the completion of Provider Information Returns and LA contract monitoring.
• As part of PNC’s wider governance framework, effectively monitor compliance across the regional branch network in accordance with regulatory requirements and PNC’s policy and procedure.
• Effectively report audit findings and recommendations for improvement to the Head of Quality, Head of Operations, Registered and Regional Managers

Customer Service

• Undertake regular reviews of complaint management across the national branch network to ensure a high level of client satisfaction.
• Support Registered Managers in investigating and responding to complaints or any complex incidents or accidents within the region; providing advice and guidance on how to manage these effectively.
• Support Registered Managers in implementing lessons learnt through complaint and incident management; providing them with the tools to monitor improved outcomes.
• Provide Registered Managers with practical support in submitting CQC notifications and maintain an oversight of notifications submitted across the branch network.
• Support branch teams to understand regulatory requirements.

Service Development and Improvement

• Take an active role in identifying and implementing service improvement activity as required
• Support the roll out of best practice and improvement initiatives across the region in partnership with the Clinical Governance and Operational teams.
• Contribute to researching, developing and implementing revised policy and procedure in line with statutory requirements and best practice guidelines.
• Promote and evidence good and outstanding performance with registered managers and branch teams.
• Facilitate workshop and briefing sessions across the region regarding lessons learnt, policy and procedure and best practice.

Audit and Analysis

• Undertake regular branch audits to provide objective reviews of service delivery.
• Undertake incident and accident analysis to identify trend and themes to support safety through learning.
• Support Regional Mangers in the delivery of focused internal audit.
• Support Registered Managers in monitoring their own compliance and driving continuous improvement.
• Work with Registered Managers to interpret their audit findings and support in the development of service improvement plans.

The Ideal Candidate

Essential skills & qualifications

• Demonstrates a high level of leadership and change management skills.
• Demonstrates a high degree of knowledge and experience around project and change management.
• IT literate with a sound grasp of Excel and other data analysis tools.
• Able to analyse large data sets to identify themes, risks and make recommendations for improvements.
• Excellent written and verbal communication skills – able to present and explain findings.
• Ability to develop good working relationships with colleagues, clients and other stakeholders
• Able to demonstrate good knowledge of CQC, Health and Social Care Act, DOLS, Mental Capacity Act and other relevant legislation and sector best practice.
• Auditing skills.
• Ability to draft reports, summary documents and policy and procedure to a high standard.
• Excellent planning and stakeholder management skills

Experience required

• Previous experience in of quality management and service improvement activities within Health and Social Care.
• A proven track record of successful quality assurance monitoring
• Desirable operational experience within Homecare

Package Description

What we offer:

• A competitive salary
• 28 days annual leave (includes Bank Holidays) increasing every year by 1 to the maximum of 33 days over 5 years' service
• An additional day off for your Birthday 
• Blue Light Card
• Cycle to Work scheme for our Head Office, Regional and Branch staff
• Long Service Awards
• Workplace Pension
• Employee assistance programme (EAP) - confidential phone line and online support and resources available to you and your loved ones 24/7
• Supportive working environment with ongoing learning and development opportunities.
• A friendly, agile and flexible working culture.

If you are as passionate about quality as we are and want a role where your skills will make a real difference, please feel free to apply and if you wish to know more about this position or what it is like to be part of the Prestige family, get in touch with us at: talent@prestige-nursing.co.uk

Please note:

In line with CQC & Care Inspectorate regulations, we require and will undertake Enhanced DBS/PVG, Right to Work, Reference and Employment History checks in line with Government guidelines for this role and safer recruitment best practice.

Whilst we endeavour to keep the recruitment process as short as possible, due to the nature of these important checks there may be extension to timelines.

 All our clients are equally entitled to have their needs met in a safe, fair and balanced way. Prestige Nursing & Care colleagues are responsible for promoting Equal Opportunities for all and for challenging any behaviour or practice which discriminates against any client or colleague on the grounds of race, religion, disability, age, gender, sexual orientation, identity or any other perceived difference.

We reserve the right to close this position early.

About the Company

In the UK and Ireland, Sodexo employs around 30,000 people, and partners with clients in many sectors across business and industry; schools and universities; sports and leisure; energy and resources; government and agencies; healthcare; justice and defence.

Sodexo’s connected; people-centric approach brings together a diverse range of expertise. The breadth of services it offers ranges from food and hospitality; cleaning; reception; concierge (Circles); security; property management and technical services through to data driven workplace strategy and design (Wx); employee engagement and recognition services (Sodexo Engage) and personal home services through Prestige Nursing & Care and the Good Care Group.

Vital Spaces is Sodexo’s value proposition that puts people at the heart of everything we do, bringing together services and solutions and focusing on the productivity and wellbeing of people wherever they are.

Sodexo is committed to being an inclusive employer; we welcome and encourage applications from people with a diverse variety of experiences, backgrounds and identities.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process