Job Introduction
Leading continuous quality improvement through insight, collaboration and targeted development to enhance performance, service quality and patient journeys.
Non Clinical CQI & DoS Lead
At DHU Healthcare, every role matters. Because every moment gives us the chance to make the difference – for patients, colleagues and communities. Wherever you join us, your compassion, commitment and skills will not only make all the difference in the moment today but also shape the care and services we deliver tomorrow.
DHU Healthcare has been providing the support patients need for more than 30 years. Today, we’re proud to be the largest NHS 111 provider in the country, rated OUTSTANDING by the Care Quality Commission. Our teams answer around one in every four NHS 111 calls made across England, providing millions of people with safe, compassionate advice when they need it most.
Key Responsibilities
- Lead and embed a culture of continuous quality improvement, supporting the development and delivery of high-quality services that improve patient experience, service quality, safety and efficiency.
- Act as a subject matter expert in the integration of the Directory of Services (DoS), systems and processes across DHU 111 contracted areas.
- Provide on-site subject matter expertise, coaching and support to frontline staff and management teams to improve performance and embed best practice.
- Use quantitative and qualitative data to identify trends, risks, outliers and opportunities for improvement, providing clear analysis and recommendations to inform decision making.
- Lead and support quality improvement activity, including gap analysis, evaluation, process review and patient journey analysis, identifying root causes and developing practical solutions.
- Work collaboratively with colleagues across CQI, management, training and operational teams to identify performance trends and support a culture of continuous learning and improvement.
- Develop, implement and maintain robust processes, procedures and documentation, ensuring clear audit trails and compliance with relevant governance and ISO standards.
- Support the planning, coordination and quality assurance of system testing, resilience and development activity for the Adastra platform, from project initiation through to implementation and sign-off.
- Analyse NHS 111 DoS KPI data and compliance to identify areas for improvement, support staff engagement and training, and work collaboratively with DoS teams to improve best practice and service returns.
- Develop comprehensive reports, scoping documents and improvement proposals covering service development, system and pathway improvements, innovation, staff development and training.
- Support quality reviews relating to incidents, identifying themes, risks and opportunities for learning and improvement.
- Work collaboratively with internal teams and external providers to review patient journeys, share learning and identify opportunities to improve outcomes across the wider healthcare system.
- Provide regular updates to senior management on CQI progress, key performance indicators, risks and improvement initiatives to support decision making and future priorities.
- Design and deliver targeted coaching, mentoring, training and development interventions to address performance and capability needs and support continuous improvement.
- Work closely with managers and trainers to identify performance trends, address outliers and support individual and team development.
- Contribute to the development and implementation of service improvement initiatives, system developments and innovation projects.
- Maintain effective communication across the CQI team, ensuring colleagues and stakeholders are kept informed of workstreams, priorities and progress.
- Maintain a clear understanding of business continuity arrangements and support the implementation of relevant processes when required.
- Build effective stakeholder relationships, demonstrating professionalism and DHU values in all internal and external engagement.
- Organise and prioritise workload effectively, working independently while collaborating with colleagues to meet operational and service requirements.
- Maintain accurate records and documentation and undertake any other reasonable duties required to support the needs of the service.
With us, your wellbeing comes first.
We’ll support your health, happiness and future with benefits that put you first:
- Access to the NHS pension scheme (we’ll also honour your existing NHS pension pot and holiday entitlement if you’re transferring)
- Wellbeing support
- Flexible working options
- Career growth and development opportunities
For more information on the full range of benefits available, click here.
Enjoy the same great benefits as you move into your new role.
Your benefits continue with you, supporting your health, wellbeing and future. For more information on the full range of benefits available, click here.
Keep developing as you step into your new role.
Your development moves with you. You can continue building your skills and exploring new opportunities. With career pathways, tailored training and the DHU Academy, you’ll have the tools and encouragement to take the next step, make an impact and grow in ways that matter to you.
With us, everyone belongs.
Great work happens when everyone feels seen, supported and valued. We welcome colleagues from all backgrounds and proudly support the Armed Forces community. Inclusion and belonging are essential to our values, and together we make the difference.
As a Disability Confident Employer, we welcome candidates to share any support or reasonable adjustments they may need during the recruitment process. For more information on how DHU can support you, please click here.
Your skills, ideas and growth continue to matter at DHU Healthcare.
Take the next step and make an even greater impact.
