HealthNet Homecare are specialists in delivering homecare services for patients, from medical deliveries to nursing support for patients in their own homes.
Working with over 240,000 patients across numerous therapy areas, our dedicated team offer support to patients with rare and orphan diseases right through to more common conditions. Our aim is to make patients’ lives easier by taking the stress out of managing their medication and ensuring they are confident they are in safe hands with HealthNet.
Overview
We are recruiting for a Quality Assurance Lead to join our Quality Department. If you are a passionate and caring individual, seeking a role with a mission statement you can truly get behind, where you can help make a difference to patients’ everyday lives, then this is the opportunity for you!
Main Responsibilities
The Quality Assurance Lead will manage Product Quality Issues (PQIs), work in partnership with Market Authorisation Holders and the NHS, support medication safety, and help ensure the highest standards of patient care and regulatory compliance across our homecare services. You will have strong communication skills, a passion for quality and patient safety, and significant experience in patient counseling.
Product Quality Issue Management
- Lead in the management of PQIs
- Ensure accurate patient records are maintained
- Ensure robust communication with Marketing Authorisation Holders (MAHs) and the NHS
- Troubleshoot product/device issues and escalate as needed
- Maintain the PQI mailbox and ensure timely case progression
- Manage product requests, safe storage, tracking, and returns to MAHs
- Work with all stakeholders to ensure appropriate reimbursement
- Develop PQI standard operating procedures, job aids, and work instructions
- Liaise with MAHs regarding product investigations and follow-up
- Prepare PQI data and reporting for internal teams, NHS, pharmaceutical clients, and finance
- Support finance in handling invoice disputes
Patient Safety & Medication Support
- Support HealthNet’s pharmacy and nursing teams in their assessment of PQIs to determine if likely product or training issue
- Contact patients to discuss the reported issue and provide clear, accurate advice on medication usage, dosage, storage, and administration
- Support patients with adherence strategies and answer medication-related queries
- Support the pharmacovigilance team in responding to adverse events and medicine information queries
- Conduct medication reconciliation and home stock checks to support PQI management
Training and Governance
- Support training of HealthNet staff about PQIs and pharmacovigilance reporting
- Maintain and update SOPs
Quality, Compliance & Audit
- Support ongoing audit readiness across HealthNet quality processes
- Ensure PQI management complies with GDP, ISO 9001, GPhC, CQC, NHS, and client requirements
- Maintain accurate documentation within CRM and quality systems
- Support internal/external audits with evidence and process oversight
- Collaborate with the pharmacovigilance team on product-related safety events
- Represent the quality assurance team in client meetings regarding compliance, PQIs, and product returns
Cross-Functional Collaboration
- Work with the logistics team and their affiliates, nurses, pharmacists, and Patient Support teams to maintain patient safety
- Support continuous improvement initiatives related to PQIs
Experience and Skills
- Knowledge of medication safety and patient counselling
- Experience in pharmacy, healthcare, homecare, or regulated environments (essential)
- Experience in patient-facing roles (essential)
- Familiarity with PQIs, pharmacovigilance, or quality systems (desirable)
- Previous experience in a management role (desirable)
- Ability to prioritise time efficiently, excellent problem-solving skills, and adaptability to change
- Capable of working independently and willing to take initiative when discrepancies are found
- Good computer skills, including MS Office suite and ability to learn new programs
Qualifications
- GPhC registration as a Pharmacy Technician (essential)
- Science or healthcare degree (desirable)
- Project management: 2 years (desirable)
Personal Skills & Qualities
- Strong verbal and written communication skills
- Self-motivated, dedicated, with a committed approach
- Good problem-solving and planning skills
- Ability to multitask whilst working under pressure
- Flexible, proactive, resourceful, and efficient
- Team player and supportive of others
- Excellent IT and data management skills
- Resilient and adaptable
- Planning and Organising
- Teamwork and Leadership
- Motivation and Commitment
- Decision Making
- Delivering results
- Communication
- Problem Solving
What We Offer
- Competitive salary structure
- 25 days holiday + bank holiday
- Pension Scheme
- Ongoing training and development
- Employee Assistance Programme including 24/7 access to remote GP appointments
- Refer a friend scheme
- Uniform provided
- Kit bags for all Homecare Nurses
- Perks and benefits via Perkbox
- Long service awards
Please note: Due to a high volume of applications, we are unable to contact each applicant individually regarding the status of their application. If you are selected for an interview, we will be in touch shortly.
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