Quality Governance Lead

Job PurposeThis role provides dedicated support for quality governance across Teldoc PCN. It focuses on quality improvement, governance processes, audit, incident learning, policy support, assurance reporting, patient experience and compliance with PCN DES. The post holder will work across clinical and operational teams to ensure governance activity is coordinated, evidence-based and aligned with organisational priorities, supporting safe, effective and responsive services for patients and staff. Main Duties and ResponsibilitiesThe post holder will be expected to work within agreed organisational priorities, maintain accurate records of governance activity, and provide timely updates on risks, actions and areas requiring escalation. The post holder will be expected to maintain clear action logs, follow up agreed actions with relevant leads, and provide assurance that learning and improvement activity has been completed or escalated where progress is delayed. Quality and Governance Support the Director of Quality and Governance with the delivery of Teldoc PCNs quality, governance and assurance priorities. Assist with the development, implementation and review of governance systems, policies, procedures and action plans. Support preparation for CQC inspections and ongoing evidence gathering against relevant regulatory standards. Promote high standards of quality, safety, confidentiality, dignity and patient-centred care across the organisation. Contribute to governance meetings by preparing updates, reports, data summaries and recommendations as required. Incident Management and Learning Support the review, investigation and monitoring of incidents, significant events and near misses in line with Teldoc procedures. Assist with risk stratification, escalation and follow-up of actions arising from incidents and significant event analysis. Help ensure learning from incidents is identified, recorded, shared, reviewed and embedded across relevant teams. Support Duty of Candour processes where appropriate, ensuring openness, transparency and timely communication. Monitor themes and trends from incident data and contribute to improvement plans. Complaints, Feedback and Patient Experience Work with relevant leads to ensure actions arising from complaints are completed, reviewed for impact and used to inform service improvement. Support clear, compassionate and non-defensive communication when responding to patient feedback. Contribute to reports for governance meetings, patient experience reviews and service improvement activity. Audit, Assurance and Quality Improvement Support the planning, completion and monitoring of audits across clinical and non-clinical areas. Assist teams to develop clear action plans following audit findings, incidents, complaints or external recommendations. Monitor progress against agreed actions and escalate delays, risks or barriers appropriately. Use data and feedback to identify themes, risks and opportunities for improvement. Support the delivery of quality improvement projects using recognised improvement methods where appropriate. The post holder will support governance activity in line with relevant NHS, CQC, data protection, safeguarding, patient safety and organisational requirements. They will maintain evidence and reporting to support internal assurance, external review and continuous improvement. Policies, Compliance and Risk Support the review, maintenance and implementation of policies, procedures and standard operating processes. Assist with organisational risk registers, action logs and assurance records as required. Help ensure staff are aware of relevant policies and governance processes. Escalate areas of concern to the Director of Quality and Governance or appropriate senior lead. Leadership and Communication Provide visible support to teams in relation to quality, governance and improvement activity. Develop effective working relationships with clinical and non-clinical colleagues across all sites. Communicate complex or sensitive information clearly, professionally and appropriately. Encourage a positive safety culture where staff feel able to raise concerns, report incidents and contribute to learning. Support induction, training and staff awareness sessions related to governance, quality, safety and patient experience. PCN DES Delivery and Assurance Support PCN DES delivery and assurance by overseeing key workstreams, including Enhanced Access, structured medication reviews and preventative care priorities, ensuring activity is planned, tracked and delivered in line with DES specifications. Lead on performance monitoring and reporting, using the PCN DES reporting template to systematically track progress against indicators, identify gaps and provide timely insight to practices and PCN leadership. Drive quality improvement activity across the PCN by analysing variation, supporting each practice to implement improvements and ensuring learning is shared and embedded. Lead on early cancer diagnosis requirements within the PCN DES, supporting planning, delivery, evidence gathering and assurance reporting to demonstrate progress against agreed expectations. Strengthen governance and compliance by ensuring evidence requirements are met, documentation is maintained and the PCN is able to demonstrate delivery against DES expectations. Working RelationshipsThe post holder will work collaboratively with senior leaders, clinical and operational teams, administrative staff and external stakeholders to support consistent governance standards across all Teldoc PCN sites. ConfidentialityIn the course of their duties, the post holder may have access to confidential information relating to patients, carers, staff and the organisation. All such information must be treated as strictly confidential and handled in accordance with Teldoc policies, data protection legislation, NHS confidentiality requirements and professional standards. Safeguarding, Equality and Diversity The post holder must support Teldocs commitment to safeguarding children, young people and vulnerable adults. They must also promote equality, diversity and inclusion by treating patients, carers and colleagues with dignity and respect, recognising individual needs and working in a non-judgemental and inclusive way. Personal and Professional Development The post holder will participate in relevant training, supervision and appraisal processes. They will be expected to maintain their own professional knowledge, keep up to date withrelevant governance and quality requirements, and contribute to a learning culture across the organisation. Other Duties This job description is intended as an outline of the main duties and responsibilities of the role. It may be reviewed and amended in line with the changing needs of Teldoc, following discussion with the post holder. Job description Job responsibilities Job PurposeThis role provides dedicated support for quality governance across Teldoc PCN. It focuses on quality improvement, governance processes, audit, incident learning, policy support, assurance reporting, patient experience and compliance with PCN DES. The post holder will work across clinical and operational teams to ensure governance activity is coordinated, evidence-based and aligned with organisational priorities, supporting safe, effective and responsive services for patients and staff. Main Duties and ResponsibilitiesThe post holder will be expected to work within agreed organisational priorities, maintain accurate records of governance activity, and provide timely updates on risks, actions and areas requiring escalation. The post holder will be expected to maintain clear action logs, follow up agreed actions with relevant leads, and provide assurance that learning and improvement activity has been completed or escalated where progress is delayed. Quality and Governance Support the Director of Quality and Governance with the delivery of Teldoc PCNs quality, governance and assurance priorities. Assist with the development, implementation and review of governance systems, policies, procedures and action plans. Support preparation for CQC inspections and ongoing evidence gathering against relevant regulatory standards. Promote high standards of quality, safety, confidentiality, dignity and patient-centred care across the organisation. Contribute to governance meetings by preparing updates, reports, data summaries and recommendations as required. Incident Management and Learning Support the review, investigation and monitoring of incidents, significant events and near misses in line with Teldoc procedures. Assist with risk stratification, escalation and follow-up of actions arising from incidents and significant event analysis. Help ensure learning from incidents is identified, recorded, shared, reviewed and embedded across relevant teams. Support Duty of Candour processes where appropriate, ensuring openness, transparency and timely communication. Monitor themes and trends from incident data and contribute to improvement plans. Complaints, Feedback and Patient Experience Work with relevant leads to ensure actions arising from complaints are completed, reviewed for impact and used to inform service improvement. Support clear, compassionate and non-defensive communication when responding to patient feedback. Contribute to reports for governance meetings, patient experience reviews and service improvement activity. Audit, Assurance and Quality Improvement Support the planning, completion and monitoring of audits across clinical and non-clinical areas. Assist teams to develop clear action plans following audit findings, incidents, complaints or external recommendations. Monitor progress against agreed actions and escalate delays, risks or barriers appropriately. Use data and feedback to identify themes, risks and opportunities for improvement. Support the delivery of quality improvement projects using recognised improvement methods where appropriate. The post holder will support governance activity in line with relevant NHS, CQC, data protection, safeguarding, patient safety and organisational requirements. They will maintain evidence and reporting to support internal assurance, external review and continuous improvement. Policies, Compliance and Risk Support the review, maintenance and implementation of policies, procedures and standard operating processes. Assist with organisational risk registers, action logs and assurance records as required. Help ensure staff are aware of relevant policies and governance processes. Escalate areas of concern to the Director of Quality and Governance or appropriate senior lead. Leadership and Communication Provide visible support to teams in relation to quality, governance and improvement activity. Develop effective working relationships with clinical and non-clinical colleagues across all sites. Communicate complex or sensitive information clearly, professionally and appropriately. Encourage a positive safety culture where staff feel able to raise concerns, report incidents and contribute to learning. Support induction, training and staff awareness sessions related to governance, quality, safety and patient experience. PCN DES Delivery and Assurance Support PCN DES delivery and assurance by overseeing key workstreams, including Enhanced Access, structured medication reviews and preventative care priorities, ensuring activity is planned, tracked and delivered in line with DES specifications. Lead on performance monitoring and reporting, using the PCN DES reporting template to systematically track progress against indicators, identify gaps and provide timely insight to practices and PCN leadership. Drive quality improvement activity across the PCN by analysing variation, supporting each practice to implement improvements and ensuring learning is shared and embedded. Lead on early cancer diagnosis requirements within the PCN DES, supporting planning, delivery, evidence gathering and assurance reporting to demonstrate progress against agreed expectations. Strengthen governance and compliance by ensuring evidence requirements are met, documentation is maintained and the PCN is able to demonstrate delivery against DES expectations. Working RelationshipsThe post holder will work collaboratively with senior leaders, clinical and operational teams, administrative staff and external stakeholders to support consistent governance standards across all Teldoc PCN sites. ConfidentialityIn the course of their duties, the post holder may have access to confidential information relating to patients, carers, staff and the organisation. All such information must be treated as strictly confidential and handled in accordance with Teldoc policies, data protection legislation, NHS confidentiality requirements and professional standards. Safeguarding, Equality and Diversity The post holder must support Teldocs commitment to safeguarding children, young people and vulnerable adults. They must also promote equality, diversity and inclusion by treating patients, carers and colleagues with dignity and respect, recognising individual needs and working in a non-judgemental and inclusive way. Personal and Professional Development The post holder will participate in relevant training, supervision and appraisal processes. They will be expected to maintain their own professional knowledge, keep up to date withrelevant governance and quality requirements, and contribute to a learning culture across the organisation. Other Duties This job description is intended as an outline of the main duties and responsibilities of the role. It may be reviewed and amended in line with the changing needs of Teldoc, following discussion with the post holder.