Clinical Advice Lead - HealthCareCommission

Overall job purpose
To manage and deliver the systems and processes for the case managers in the complaints team to receive appropriate and timely clinical advice from internal or external clinical advisers.

To manage the team of internal clinical advisers, the majority of whom are on 6 months secondment to the Healthcare Commission.

To assist the complaints operations manager with the development of an ongoing learning programme to the complaints team.
Key responsibilities

* To be aware of the skills and knowledge of the internal advisers and monitor that their time is used effectively to contribute to the overall effective and timely management of complaints.
* To effectively manage and support the in-house team of clinical advisers, ensuring there is mentorship and regular supervision, including monitoring of workload.
* To ensure and monitor attendance and participation at appropriate decision consistency audit meetings, team briefing and monthly clinical advisers meetings
* To deliver a plan and organise regular learning sessions for the complaints team and to contribute to the identification of lessons learnt from complaints, by highlighting clinical issues of concern and good practice.
* To contribute to the process of improving and refining the systems and processes in managing the second stage NHS complaints process by reviewing, six-monthly, the relevance of the clinical advisers handbook, ensuring it is fit for purpose.
* To regular update, provide reports and statistical information to the complaints operations manager. To, personally, give robust evidence based clinical advice, verbally or in writing, to case managers, for relevant complaints.
* To develop and maintain good working relationships with stakeholders, staff within the complaints team, in particular, team leaders and case managers, and the resource allocation team in London.
* To ensure that general clinical advice is available to case managers to assist in identification of key issues and the identification of appropriate specialists to consult.
* To direct, advise and guide colleagues on the appropriate engagement of external advisers to help with complaints and maintain accurate records of engagement.
* To agree with colleagues the standards for clinical reports and to lead in the development of an audit tool, to audit the performance of the advisers, and identify training requirements.