Quality Improvement Officer - #1659690

The Quality & Improvement Officer will lead investigations undertaken when a complaint, service issue or incident occurs. This will include working with both internal and external stakeholders including patients, staff working within PES and staff within ICB teams. They will also support the Quality Team Manager with responsibilities relating to patient safety, continual quality improvement and preparation of evidence for regulatory assessments. This role will include regular internal department quality review including risk assessments and recommendations for risk mitigation, the creation and regular update of department standard operating procedures and incident management.

Why You'll Love Working with Us:

• Performance-Related Pay


• Pension Match up to 5%


• Sick and Critical Illness Pay Cover


• Electric Car Scheme


• Enhanced Family Leave


• Paid Compassionate Leave


• 25 Days Annual Leave + Bank Holidays (increase with 1 day annually after 2 years of service, up to 30 days)


• Training and Development Opportunities


• Employee of the Month and Year Awards


• Employee Assistance Program (EAP)


• NHS Blue Light Card


• Hybrid Working (60% home, 40% in office on a weekly basis)


• Cycle to Work Scheme

The Quality & Improvement Officer will lead investigations into complaints, service issues, and incidents, working with internal and external stakeholders to ensure patient safety and continual quality improvement. They will support the Quality Team Manager in preparing evidence for regulatory assessments, conduct regular quality reviews, and update standard operating procedures. Responsibilities include managing complaints and incidents, utilising investigation methodologies, analysing and reporting data, developing quality improvement assessments, collaborating with teams to mitigate risks, preparing reports, supporting CQC inspections, developing policies, delivering training, identifying improvement areas, promoting a Just Culture, and maintaining relationships with key stakeholders. The role may vary as needed to meet organisational requirements.

• Investigate and manage all complaints received to Primary Eyecare Services, liaising with the appropriate internal and external teams ensuring patient safety is managed throughout.


• Investigate and manage all service issues and patient safety incidents identified, liaising with the appropriate internal and external teams ensuring patient safety is managed throughout.


• Utilise investigation methodologies aligned to Health Services Safety Investigations Board and the organisations Patient Safety Incident Response Framework (PSIRF) e.g. SEIPS Framework


• Analysis and reporting of complaints, service issues and patient safety incidents ensuring the organisation adheres to PSIRF, ombudsman and regulatory requirements.


• Develop and deliver Quality Improvement Assessments, including audits, assessments and risk management.


• Collaboration with clinical and non-clinical teams to identify and mitigate patient safety risk.


• Develop, implement and evaluate quality improvement plans and initiatives, collaborating with clinical and non-clinical teams within PES and external providers to mitigate patient safety risks.


• Prepare reports, presentations and wider feedback and engagement relating to quality related metrics and outcomes, assisting external reporting and PES teams to inform patient safety and monitor progress.


• Support the collection and collation of key documents required for CQC inspection.


• Assist in the development of policies and procedures to ensure alignment with quality standards and best practice.


• Support the delivery of training to help support quality improvement initiatives.


• Identify trends, patterns, and areas for improvement.


• Promote a Just Culture, including quality, patient safety and compassionate engagement throughout the organisation.


• Maintaining good relationships with key stakeholders with Local Optical Committees, subcontractor practices and hospital staff.


• The Organisation reserves the right at any time during your employment to vary your duties and responsibilities where necessary to meet the needs of the Organisation.

What We're Looking For:

• Minimum 5 GCSEs (Including English and Mathematics) / A levels or equivalent (E)


• Quality assurance/Improvement Qualification (E)

• Engaging patients / families after adverse outcomes (E)


• Experience within quality assurance or improvement role(E)


• Experience in complaints investigation and management(E)

How To Apply:

Please submit your up-to-date CV and personal statement highlighting your professional background and what motivates you to apply for this role to ***********@primaryeyecare.co.uk

Become a part of something bigger - apply now!

• Excellent Interpersonal skills


• Excellent communication skills including presenting findings and recommendations to leadership.


• Technology proficiency


• The ability to produce risk assessments and make risk management recommendations across multi-functional teams


• Strong analytical skills with the ability to interpret complex data and identify areas for improvement.


• High level of organisation skill with knowledge of multiple project management.


• Caring and empathetic attitude to patients


• Confident in providing training and education to teams on quality improvement principles and practices.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.