Quality Improvement Lead

• To support the Director of Quality to enhance our existing quality management system to ensure we continue to monitor and improve the care provided by all our clinical services.
• To champion an open and transparent safety culture: to encourage incident reporting; making sure lessons are learnt; and action is taken to prevent any similar issues in the future.
• To promote a culture of continuous improvement throughout the organisation. This includes acting managing patient and staff feedback, audit and performance data relating to the quality of our services.
• To support the Director of Quality to ensure PML complies with all relevant Health and Safety and Information governance requirements.

Role Purpose

• The Service Manager provides strategic leadership and authoritative oversight of a complex service portfolio, ensuring that services are resilient, high performing, future focused, and aligned with organisational priorities.
• Operating as a senior leader, they are accountable for shaping service strategy, influencing executive decision making, and ensuring that operational delivery meets the highest standards of quality, compliance, and customer value.
• The post holder applies deep technical and organisational expertise to lead transformation, optimise service performance, and drive a culture of excellence across their area of responsibility.

Main duties of the job Main Duties

• To support the Director of Quality to enhance our existing quality management system to ensure we continue to monitor and improve all our clinical services to provide excellent patient care throughout the organisation.
• To promote an open and transparent safety culture: to encourage incident reporting; making sure lessons are learnt; and action is taken to prevent any similar issues in the future. To promote a culture of continuous improvement throughout the organisation.
• To work with the Director of Quality to ensure the Board are aware of the quality of PML clinical services.
• To support the PML Clinical Governance Group and other key meetings to deliver high quality patient care.
• To work with PML Care Quality Commission (CQC) Registered Managers to ensure PML complies with all CQC standards and legislative requirements.
• To work with all clinical teams to introduce annual quality improvement plans to improve and enhance patient care.
• To support the Data Protection Officer to complete the Data Security and Protection Toolkit (DPST).

About us PML is a successful not-for-profit, GP-led organisation providing various NHS community and primary care clinical services to patients across Oxfordshire and Northamptonshire. We have evolved as a NHS healthcare provider since 2004 and in the last few years have grown significantly, now employing around 300 staff with a turnover of circa £16m. PML holds GMS contracts, as well as being a GP Federation representing circa 50 GP practices covering approximately 650,000 patients.

We welcome applicants from a diverse range of backgrounds and circumstances and people with protected characteristics under the Equality Act 2010.

Job responsibilities Job Responsibilities

• To support the Director of Quality (DoQ) to enhance our existing quality management system to ensure we continue to monitor and improve all our clinical services to provide excellent patient care throughout the organisation.
• To promote an open and transparent safety culture: to encourage incident reporting; making sure lessons are learnt; and action is taken to prevent any similar issues in the future. To promote a culture of continuous improvement throughout the organisation.
• To work with the DoQ to ensure the Board are aware of the quality of PML clinical services.
• To support the PML Clinical Governance Group and other key meetings to deliver high quality patient care. This includes preparing the agenda and ensuring that minutes are accurate and distributed in a timely fashion to members.
• To work with PML Care Quality Commission (CQC) Registered Managers to ensure PML complies with all CQC standards and legislative requirements.
• To work with all clinical teams to introduce annual quality improvement plans to improve and enhance patient care.
• To support the Data Protection Officer to complete the Data Security and Protection Toolkit (DPST).
• To work with the Executive Team and to ensure our quality management processes support the implementation of the PML vision and objectives.
• Co-ordinate and present reports in the Clinical Governance meetings and for Board assurance.
• Lead on PML's preparedness for regulatory and statutory duties, such as CQC inspections. This will include working with both internal and external stake holders.
• To manage the PML quality management software ensuring it is kept up to date and relevant. To ensure PML's document management system and master index stays up to date.
• To help develop PML's safety culture including improving incident / learning event reporting. To roll out the Patient Safety Incident Response Framework (PSIRF) throughout the organisation.
• To manage PML's organisation and clinical audit programme to ensure services meet best practice standards.
• To ensure PML's patient feedback is collected and collated effectively and ensure managers and clinical leads take action to address any issues.
• To participate in mock CQC inspections throughout the organisation.
• To support the DoQ to deliver the Health & Safety agenda ensuring PML comply with all their statutory requirements.
• To work with clinical teams to ensure PML performance reports are accurate and provide effective quality information to the Board.
• To work with the HR directorate to ensure our training, competence records and continual professional development offer is fit for purpose.
• To work with our Comms team to ensure staff are aware of all quality improvement initiatives.
• To contribute to PML's risk management processes to ensure appropriate risks are highlighted and added to the risk register where appropriate. To support the senior managers to ensure mitigation is taken to minimise or eliminate any risk.

This job description seeks to outline the key duties and responsibilities of the post holder and is not a definitive document and does not form part of the main statement of terms and conditions. This job will be reviewed periodically, and changes may be made in consultation with the post-holder.

Role Accountabilities

Strategic Leadership & Influence

• Leads the development of long term service strategies, ensuring alignment with organisational vision, priorities, and wider corporate plans.
• Acts as a trusted adviser to directors, executives, and senior stakeholders, providing expert insight, risk intelligence, and high level interpretation of complex operational and sector developments.
• Anticipates future challenges and opportunities, shaping the strategic direction of services to ensure they remain modern, sustainable, and customer centric.
• Influences company wide policy, planning, and investment decisions through evidence based recommendations and authoritative guidance.

Service Delivery Oversight

• Holds end to end accountability for the performance, quality, and resilience of services within their service area, ensuring they meet agreed standards and regulatory obligations.
• Provides leadership and direction during high risk or high impact incidents, applying advanced problem solving, judgement, and decision making.
• Oversees and optimises operational processes, ensuring they are efficient, well governed, measurable, and continuously improved.
• Ensures services are financially sustainable, delivering value for money and supporting effective budgeting, forecasting, and resource planning.

Policy, Standards & Governance

• Leads the development, implementation, and ongoing refinement of service policies, standards, governance frameworks, and performance measures.
• Ensures consistent organisational compliance with policies and standards, taking ownership of corrective actions and driving continuous adherence.
• Provides assurance to senior leaders on service integrity, governance maturity, and organisational readiness.
• Leads innovative ways of working, identifying and implementing new approaches, tools, technologies, and methodologies to improve service quality and efficiency.
• Leads service transformation programmes, ensuring successful delivery, stakeholder adoption, and long term embedding of change.
• Foster a culture of learning, excellence, and continuous improvement across teams.

Stakeholder Management & Communication

• Develops influential relationships with directors, executives, senior stakeholders, customers, and cross functional teams to support effective decision making and collaboration.
• Communicates complex operational or technical concepts in a clear, strategic, and meaningful way tailored to senior audiences.
• Represents the service area at internal and external boards, committees, and strategic forums, promoting organisational priorities and service excellence.

Leadership of People & Teams

• Provides inspirational leadership to managers, team leads, and specialist professionals, setting high expectations and enabling delivery of quality outcomes.
• Leads workforce planning, talent development, and succession planning to build future capability and organisational resilience.
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