Overview of the role
Responsible for the delivery of the Patient Safety framework in store enabled through the review, analysis, risk assessment and resolution of patient safety incidents. Also provide professional, legal, ethical and pharmacy guidance to the Patient Safety and Standards Technicians and Assistants in dealing with complex professional queries from store colleagues.
Main Responsibility
- Responsible for the full investigation and review of all Patient Safety Incidents in line with the governance framework to identify all associated risk for the Pharmacists, store colleagues, patients and the business. Ensure that relevant processes are updated and trends are highlighted and shared across the store colleagues and field team to reduce the chance of a similar incident from reoccurring.
- Provide professional, legal and ethical guidance and support to store colleagues, AOM and ROM in relation to patient safety incidents, safeguarding issues and complicated customer complaints after assessing the risks involved and potential consequences.
- Review, update and create Standard Operating Procedures that are related to Patient Safety to ensure all processes within Well will not impact on patient safety.
- Lead and conduct difficult conversations with patients or their representatives who have been harmed by incidents in store to reassure them of the process in place to address the matter and prevent further escalation which may damage Well’s reputation.
- Analyse patient safety incident data and complaints data then attend quarterly governance meetings to identify stores which require further support.
- Manage and handle challenging and complicated PSI complaints escalated by the technicians and assistants and resolve them effectively.
- Analyse, review and interpret learnings identified from controlled drugs incidents and represent Well in external meetings to discuss and provide reassurance to external organisations and customers regarding our internal governance procedures.
- Act as a Controlled Drug (CD) specialist in resolving discrepancies and reporting CD incidents to the accountable officers. Provide coaching and influence AOM and ROM in improving CD management across Well.
Problem solving & Change:
- Identify the root cause of patient safety incidents and complicated PSI complaints, managing patient’s expectation and resolve the issue effectively for the customer.
- Influence and provide recommendations to store colleagues, AOMs and ROMs when dealing with patient safety incidents and complicated PSI complaints. Mediation between the store colleagues and patients. Reduce the risk of similar incidents from reoccurring again and causing harm to patients.
- Influence customers involved in incidents or complaints to use our pharmacy again and reassure external organisations that issues and incidents are resolved within the requirements of the governance framework.
Key knowledge and skills required:
- GPhC/PSNI registered pharmacist
- Have a good understanding of pharmacy regulations, legislative requirement and code of conduct.
- Able to use IT and database effectively.
- Demonstrates excellent communication and influencing skills, with ability to build rapport with customers and colleagues quickly and maintain effective internal and external relationships.
- Demonstrates resilience and optimism during difficult and challenging situations and remains calm and supportive at all times.
The Ideal Candidate
Well are proud to be a diverse and inclusive employer. If you have any specific requirements, we'll do everything we can to support you. Whether it is to find a pharmacy that is accessible, or if it is a part time position you are looking for, we can help find the role that is right for you. If you need us to make any reasonable adjustments to our recruitment process, we will be happy to accommodate you.
Please be aware that due to the high number of applications we receive it may not be possible for us to provide an outcome to all applicants. If you are not contacted within 28 days of your submission unfortunately you will have been unsuccessful.
Package Description
- Competitive salaries
- Excellent training & development opportunities
- Paid Holidays
- Workplace pension scheme
- Staff Discount
- Travel Loans and more…..
About the Company
For over 70 years, we’ve been looking after the health and wellbeing of communities across the UK. Well Pharmacy (part of Bestway Healthcare) is the second largest pharmacy chain in the UK with c.760 pharmacies and a team of around 7,000 colleagues based across our Community Pharmacies, Online Pharmacy, Healthcare Services Centre, Community Drivers, Bestway Medhub & Wardles team and our Support Centre team.
Our mission is to be here for the wellbeing of our patients and customers, to provide the best community pharmacy experience in the UK for everyone, for our patients, our customers, our people, and our NHS.
The pharmacy of the future will look very different from the one we know today. It will play a huge role in transforming primary healthcare and we will play a central role in bringing it to life.
We will use our clinical expertise and technological ambition to take advantage of the potential this future has to offer us. Making medicines, advice, services and care available in the places and spaces that people need and want it most.
We want to be a great business. To be recognised as delivering a community pharmacy experience that is the best there is. To do this we want our teams to feel proud about the positive impact they make, feel valued as part of a close-knit and expert community, and feel confident in their role in a business that is stable, innovative, and caring.
‘Together we make a difference’
