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Job Details

Qualified Pharmacist - Complaints & Incident Manager

Qualified Pharmacist - Complaints & Incident Manager

I am currently recruiting for my client based in Harlow, Essex. The role is a permanent role starting immediately. In order to be considered you must meet the below criteria and be a qualified Pharmacist.

DURATION: Permanent
HOURS: 37.5 09:00 - 17:00 Mon- Fri (flexible approach required)

Team Structure:

My client supports over 80,000 customers and has over 3000 nurses with most patients coming from the NHS but also with some being referred from private organisations. Consequently given the volumes there will be a number of patient complaints and issues that arise and this role is to oversee a team of 11 Complaints & Incident Officers based in the Harlow location who's job it is to investigate and resolve any such issues.

This role will report into the Superintendent Pharmacist and part of the role will include looking at processes and reporting mechanisms and advising on improvements, efficiencies etc. A new reporting system will be being implemented in the foreseeable.

Duties/Typical Day:

Overseeing the team of 11 Complaints & Incident Officers
Ensuring team are working to KPI's and SLA's and meeting and exceeding these
Implementing the new reporting system/process
Making/advising on process improvements
Putting the patient at the forefront of any processes - thinking from the view of being in the patients shoes


Registered pharmacy technician with the GPhC.
Experience in working with and to the RPS. Homecare Standards (specifically to Appendix 19).
Ability to deal with complexity and resolve problems to completion.
Experience working with and in a service for patients receiving homecare.
Clinically experienced in assessing patient harm in with NRLS.
Proven experience in working within a clinical governance framework that safeguards patient safety.
Experience dealing with quality, risk issues and complaints in line with legal, contractual and regulatory standards.
Proven ability to improve process through robust root cause analysis experience.
Work autonomously and independently overseeing service and system delivery.
Risk management and quality improvement expertise within a regulated environment.

To apply for this role please submit your CV or call Daniela Robinson on 02088586888

For more information on this vacancy please contact us on 0114 384 0100.

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