Mandy Ford Email & Phone Number

Dorset, England, United Kingdom

Dorset, England, United Kingdom

Dorchester, England, United Kingdom

• Managing the Corporate Risk Management function within the Trust, encompassing Health & Safety, Local Security Management Specialist, Legal Services, Incident Reporting & Investigations, Coroner’s Investigations and Safety Alerts.• Developing the Trust’s Risk Management Strategy and associated policies/procedures to ensure management of integrated risk (both clinical and non-clinical) is implemented and that they align with the Board Assurance Framework.• Meeting with patients and their relatives and become a contact point for enquiries in relation to investigations.• Reviewing and interpreting national guidance/ legislation relating to clinical quality and compliance.• Supporting the Trust in the reporting requirements as part of the Quality Governance framework and the assessment processes for the Care Quality Commission (CQC).• Providing advice on the internal governance processes to ensure the Trust maintains its CQC registration. This includes internal inspection and evidence of compliance.• Ensuring that Health & Safety legislation, regulations, codes of practice and guidance notices are fully complied with.• Handling sensitive and complex information in accordance with the Information Governance Policies.• Producing high-level reports for the Trust Board and other groups and committees.• Promoting effective incident reporting throughout the Trust and support staff to local managers to ensure that appropriate investigation of reported incidents is undertaken and that appropriate improvement plans are put into place.• Providing advice on new services, and standing operating procedures to ensure the Trust is working within legal frameworks.• Leading work within the Trust to tackle violence against staff and professionals in accordance with the national framework, legislation and guidance.

Poole, England, United Kingdom

Liaising with all Trust services to provide advice and guidance to staff at all levels within the Trust, on all aspects of the Trust's qualityassurance policies and requirements; and supporting relevant external quality reviews;• Undertaking Quality Assurance visits, based on the Care Quality Commission’s key lines of enquiries and the five domains, to identifyany shortfalls and support services to produce an action plan to address any issues and to identify good practice that could be sharedacross the other services within the Trust.• Develop appropriate templates and policies to ensure the Trust met it’s CQC registration requirements.• Produce reports of findings and themes, and collate any good practice and actions to highlight where issues may arise and whatsupport was required to ensure that inspection levels were met.• Develop a platform to be used by services to capture their assurance for each key line of enquiry to ensure that on CQC inspectionthat service would be able to attain good or outstanding status.• Deliver training to services on the assurance process.• Assist in collating all of the evidence as requested by the CQC for inspections, and to ensure that the Trust was acting within it’sregistration.

Exeter, England, United Kingdom

Day to day line management of the activities of the Patient Advice and Complaints team, ensuring that post holders discharge their responsibilities effectively. Conduct annual appraisals, providing support, guidance and personal development as required.• Work with clinical and managerial staff across all practices, localities and departments to ensure written complaints are responded to within the framework• Work with the Chief Officer and Chair's outer office to ensure written enquiries are responded to within the framework and timescales• Take responsibility for ensuring policies and procedures exist to support efficient and complaint handling of enquiries from the public and providing support, training and guidance to Trust staff, as appropriate.• Act as facilitator in meetings between complainants and staff, supporting both parties in the achievement of a mutually satisfactory outcome, and where appropriate mediation.• Support practices', localities and departments to identify key themes and trends in complaints and ensure these are addressed through the governance process and that actions are properly monitored.• Maintain accurate records to ensure response times are met, performance is monitored, reports are produced and trends are identified.• Promote a proactive, open and constructive approach to complaints and complainants and support practices, departments and localities to do the same.• Develop and implement a complaints Training programme for all staff.• To be aware and react to changes in legislation regarding the management of complaints on behalf of the CCG.• To provide reports to the CCG Board and other relevant committees about any trends and shortfalls. .• Participate in Root Cause Analysis (RCA) investigations and participate in and deliver RCA training as necessary.• Ensure the regular audit of the complaints and client services processes and outcomes against KPIs•Deal with any legal claim received by the organisation

Kings Norton, England, United Kingdom

To develop, co-ordinate and monitor effective policies/procedures to handle complaints, comments and compliments across the directorate, in line with national guidance• To deal with complaints from patients and relatives via various communication routes in a timely and courteous manner• To ensure guidance and advice is available to patients and carers on how to comment or complain about services received from the Trust• To work with or as the investigating officer to ensure that a thorough investigation is carried out, all issues adequately addressed and an action plan drawn up where necessary.• To take proactive steps to encourage and assist in the resolution of complaints where appropriate• To develop and write procedures regarding joint investigations with Partner organisations• To become the co-ordinator and facilitator when complaints are forwarded back to the PCT for local resolution• To analyse information on complaints and provide routine reports assisting the directorate to identify trends and potential risks, and areas of good practice.• Highlight potential performance issues• To produce quarterly and annual reports for the Department of Health as requested• To provide information to staff on the complaints process, and provide Customer Focus Training as required• To facilitate good practice and provide a rolling programme of training to all community staff and Independent Contractors• To monitor the Incident Reports and report trends, identifying action as necessary• Facilitate the graduated implementation of the DATIX risk management system • Monitor IR1 reports and ensure RIDDOR and other reports have been made in a timely way by staff• To develop significant event reporting within GP Practices and expand the system to all other independent contractors, providing support, expertise and a rolling programme of training• Act as the Directorate link for ‘Freedom of Information' requests

Walsall, England, United Kingdom

• Co-ordinate all complaints, compliments, comments and suggestions for tPCT Services• Facilitate complaints regarding independent contractors within Walsall.• Ensure that national guidelines were met.• Provide a first point of contact for members of the public.• Ensure effective links with clinical governance and risk management, voluntary groups, patients advocacy groups and the PatientsAdvice and Liaison Service• Provide training to all staff in relation to the complaints process.• Ensure policy documents are maintained in line with current legislation.• Analyse trends and identify potential risks.• Produce reports on compliance and trends for Trust Board, Patients Forum, Department of Health, Strategic Health Authority andClinical Governance Task Groups.• Support staff in dealing with complaints and complaint investigation• Ensure complaints literature is available in varying formats by linking into cross agencies, and patient groups.• Resolve issues wherever possible, as soon as possible.• Provide support for the appeals process in relation to appeals for medical treatments refused.• To provide support and advice to independent contractors as required• Maintain Database for recording contracts made with the complaints department.• Provide relevant information as and when required.• To link in with the monitoring function of performance management in relation to all Walsall primary health care services• To conduct home visits to patients as required• To handle complex and difficult complaints and ensure resolution• To provide support to staff dealing with angry and aggressive patients/carers in relation to complaints• To ensure the complaints process is accessible to all members of the Walsall community, to include working with MENCAP, RNIB,Asian Groups and other hard to reach groups• To develop different media methods to enable hard to reach groups have the same information as other members of the community.

Wolverhampton, England, United Kingdom

Acknowledging complaints received both verbal and written• Logging and recording those complaints on to the complaints database.• Logging, recording and analysing complaints, compliments and suggestions on a quarterly basis and producing a report to go to TrustBoard• Dealing with Losses and Special Payments. I.e. any losses incurred by staff or patients whilst in hospital or at work• Ensuring, where applicable, any losses were claimed from the insurers• Reporting any financial losses to the Director of Finance• Attending Trust Board Meetings, Audit Committee and Remuneration Committee to take minutes• Organising and attending quarterly complaints panels which review actions taken following complaints• Dealing with complainant’s face to face and on the telephone• Editing and collating the staff magazine• Producing all press releases for the Trust• Dealing with public liability and personal injury claims in the first instance• Collating information for the Trust's annual report• Providing complaints training to staff as and when required• Completing returns for the NHS Executive within deadlines• Providing administrative support for a project to build a new mental health hospital within Wolverhampton, both at Project Board level and Commissioning level.ADDITIONAL INFORMATION• As part of the project, I arranged and attended Residents Meetings with the Chair of the Trust. I was a member of the Trust's Quality Steering Group, and was involved with Risk Management within the Trust.• I also provided support and advice to staff in relation to legal issues whenever possible in respect of patient confidentiality and anypatient information produced, and training in these areas when necessary. I also attended courses run by the Trust 's solicitors on the Woolfe Reforms and Human Rights and the effect that these will have on litigation as well as helping to develop and write policies on the same for adoption by the Trust.

Wolverhampton, England, United Kingdom

Managing the purchase ledger• Managing three staff members• Agreeing and carrying out any necessary training for staff• Paying travel expenses to NHS employees within the community• Dealing with queries from staff, suppliers and managers• Producing payments and ensuring payments balanced• Producing quarterly reports on performance• Updating the computer ledger system• Ensuring an audit trail was produced for all payments• Producing P11d documentation for staff and the Tax Office• Calculating benefit allowances for staff• Recruiting and interviewing new staff members• Liaising with other departments and managersPrior to accepting a secondment opportunity to the Trust Business Department as theComplaints/litigation Officer, I helped to implement the new purchase ledger system, andprovided in-house training to staff within the department on the new system

Wolverhampton, England, United Kingdom

Managing three staff members• Agreeing and carrying out any necessary training for staff• Paying travel expenses to NHS employees within the community• Dealing with queries from staff, suppliers and managers• Producing payments and ensuring payments balanced• Creating a training package to explain finance procedures to non-finance staff to aid in the payment documentation process• Implementing a new computer ledger system as all systems had been manually performed previously.