Quality Assurance Nurse at Lily Hospitals Limited

Job Category: Senior Level

Location:  Warri, Delta State

Job Summary

The highest responsibility of this function of the Quality Assurance Nurse is to ensure that the customer is satisfied through excellent service everywhere as prescribed in the quality policy and entrenched in Lily Hospital Mission Statement. The holder will be responsible for the verification of implementation, sustenance of Quality and Safety Policies, SOPs using lean (KAIZEN) methodologies to accomplish ISO and COHSASA criteria. The officer shall assist all Heads of departments with the interpretation of Quality Assurance and Improvement Projects by providing guidance in using KAIZEN and its application to quality management systems. The focus for success is Patient-Centeredness.

Key Result Areas (KRA)

The key result areas of this role are:

• Submit monthly Clinical Quality report of activities
• Customer Satisfaction evaluation report weekly and aggregate them into monthly report.
• Submit Net Promoters Score on quarterly basis
• Report on one-on-one chat with inpatient weekly
• Report on incidents and complaint management weekly
• Drive daily Kaizen activity and report weekly
• With CQO champion Break-Through Kaizen projects (BK Kaizen)
• Identify need for policies development, processes and procedures in line with ISO and COHSASA requirements. Review one policy weekly at Clinical Gemba with weekly report
• Monitor and track a monthly, departmental Kaizen Project and Obeya Room meeting reports
• Perform quarterly companywide Clinical Quality audits
• Daily tracking of Self Task Performance

Financial Services

• Prevent or minimize waste (muda) with low cost initiatives (Kaizen) weekly
• Promote workplace Safety Culture through department Safety meeting and LFI (Lesson from Incidents) using standards in Policy.
• Reporting of any incidence/Near Misses every week and actions taken (every Friday)

Service Delivery

• Perform daily, ‘GEMBA walk’ at all clinical areas. Standardize process for measurable Impact. Report weekly.
• Generate actionable insights into patients’ perception of the organizational quality service delivery through administering service quality evaluation forms on a daily basis. Collate and analyze using SPSS; submit report. Prepare weekly reviews and monthly report to CQO. Do quarterly report on the 5th working day of every quarter to the CQO for sharing with Customer Experience (CE) team.
• Engage as first line officer in Patients Complaints management process in collaboration with CE group for resolution on a weekly basis.

Monitoring and Evaluation

Carry out unscheduled spot checks on all outsourced activities and submit report on the last working day of the month

The Person

• Minimum academic qualification of a Bachelor’s degree in Nursing (BNSc.)  
• 2 to 5 years relevant work experience preferably in the Health or Service sector.
• Job holder is required to be a certified holder of relevant industry ISO Standards.
• Knowledge of ISO and COHSASA standards installation and implementation.
• Full working knowledge of the Microsoft office package is required
• Exceptional oral, written and presentation skills with good interpersonal relationship