Director of Advice and Appeals, Vicky Voller, explains how the Practitioner Performance Advice Service – and the role of the head of case advice – will make a real difference, by providing an independent and expert advisory and support service for medical, dental and pharmacy practitioners and healthcare organisations.
Vicky Voller is the director of Advice and Appeals (formerly the National Clinical Assessment Service and the Family Health Services Appeals Unit) and is responsible for leading the strategic direction and operational delivery of the Advice and Appeals services with the aim to resolve concerns about practitioner performance and offer fair handling of appeals and disputes between NHS England and primary care contractors. She has worked at NHS Resolution since 2004 when the Practitioner Performance Advice service was known as the National Clinical Assessment Service.
Ms Voller’s last role prior to becoming director was head of education and learning, where she managed the external education, internal training and development and assessor training and development functions.
Previously, she worked at the Chartered Institute of Personnel and Development, where she led on the development of new certificates and course programmes. She has a special interest in education and organisational development.
Why this job?
This is an exciting time to join NHS Resolution’s Practitioner Performance Advice service in this newly created senior role, as we embark on a number of ambitious programmes designed to support and promote a just and fair culture across the NHS by providing an independent and expert advisory and support service for medical, dental and pharmacy practitioners and healthcare organisations.
Our case advice service is at the very heart of everything we do. Each year, we receive hundreds of new requests for advice from healthcare organisations with concerns about the practice of individual practitioners as well as teams. The advice we offer focuses on:
- The fair and effective application of the healthcare organisation’s own local performance management and associated procedures
- Promoting and enabling good practice in relation to local case management and investigation
- Helping to identify and consider options available to the healthcare organisation to address and resolve concerns raised about an individual’s practice
- Providing constructive challenge to proposed actions by the employer, where appropriate
- Signposting avenues of professional support and other resources
- Helping to achieve a just and fair culture in our healthcare service.
The head of case advice will bring practical, senior level experience of and expertise in service delivery, and will have the vision and leadership skills required to ensure that our case advice service continues to meet the evolving needs of healthcare organisations and practitioners in an increasingly complex and demanding environment. The role will make a fundamental difference to ensure our services help all parties to clarify the concerns, understand what is leading to them and set out options to help practitioners return to safe practice and preserve resources for the NHS.
The head of case advice will work collaboratively with a case advice management team to deliver on the advice service’s ambitious agenda in line with NHS Resolution’s strategic goals and business plan priorities including acting as senior responsible officer or programme manager for complex programmes. The role has a focus on delivery and embedding a multidisciplinary and continuous improvement culture. The head will also lead on building and maintaining relationships with identified external bodies and professional representative groups to champion and raise the profile of the case advice service and our function as a system leader in the field of practitioner performance.
The role calls for a highly adept, collaborative and energetic senior leader who is able to take on this challenging role with authority and credibility.
Why this organisation?
NHS Resolution is a unique organisation that is focused on delivering fair resolution and learning from harm by providing expertise to the NHS in order to preserve resources for patient care. Practitioner Performance Advice’s work makes a real difference, helping practitioners back to safe and valued practice wherever possible. Our work has impact and the people who work here are values-driven experts with a real commitment to multidisciplinary working.
How will the role advance the candidates’ career?
As a new role, the successful candidate will be able to shape the role to ensure it’s focused on delivery and is impactful. Candidates will be looking for an opportunity to stretch themselves and the teams who work for them and be motivated about the opportunity to shape case advice services in response to a rapidly changing environment and customer needs.
For more information on this role please visit Head of Case Advice job with NHS Resolution | 2610926 (hsjjobs.com)
