Job summary
To provide comprehensive support to the respective Division(s) to allocate, chase, collate and formally respond in writing to patients, their relatives and/or external parties to all complaints received into the Division.
Directly manage and respond to highly complex and sensitive complaints liaising with the complaints department and provide expert support and advice to ensure thorough investigations against NHS Trust standards to ensure timely responses and that the Trust meets the standards set by the NHS Complaints Procedure.
To support senior members of staff and all wards and departments to enable timely and high quality investigations and responses.
To provide day to day guidance to all staff involved in complaints and investigation handling within the Trust.
Line Management responsibility (TBC)
To undergo training as necessary to meet the needs of developing the complaints process and ensuring sufficient information is obtained to aid the completion of complaint responses
To perform all allocated complaints tasks required to meet the needs of the Division.
Main duties of the job
Key links with:
-
- Senior Management Team: Clinical Director, Divisional Director, Divisional Operations Director Associate, Clinical Directors, Operational Lead, Lead Nurses, Matrons, Ward Managers,
- Consultants and Medical staff within the Trust
- Complaints Department
General administrative duties, as required, to include:
- Action of newly received complaints within the Directorate including scheduling of deadline dates and compiling of notification email within an immediate turnaround
- Retrieval of patient notes as requested
- Accurate update of spreadsheet at all times to ensure 'true reporting' position.
- Ensuring systems are in place for prompt monitoring of deadlines and bringing to the attention of the Deputy Divisional Operations Director or non-compliance of deadlines.
- Compiling/typing up of complaint response letters ensuring they are grammatically correct and to a high quality.
- Compiling and maintaining both electronic folders and paper copies ensuring all correspondence including statements are saved and logged.
- Accurate filing of information.
- Presentation of letters for signature.
- Timely distribution of response complaint letter to the Complaints Department ensuring these are received within the deadline dates applied.
- Distribution and archiving of completed responses
- Act upon emails received throughout the day.
- Show awareness of the principals of Health and Safety at Work and Manual Handling Guidelines.
- Adhere to all administration standards
About us
We are committed to ensure a work-life balance to all our staff by offering full time and part time roles, flexible working hours on a shift pattern to fit around your family life.
We welcome and encourage applications from people of all backgrounds. We particularly encourage applications from disabled, Black, Asian and Minority Ethnic (BAME) and candidates form our local communities.
Benefits to you
27 days annual leave for new starters, rising to 29 days after five years of service and 33 days after 10 years of service, plus 8 Bank Holidays (pro-rata for part time staff);
NHS Pension Scheme:
Flexible working opportunities;
Increased hourly rates for unsociable hours e.g. night shifts, weekends, bank holidays;
Career development and training;
Wellbeing support and activities;
In-house physiotherapy Service;
On-site canteens with subsidised meals;
Subsidised staff parking (currently free).
Free Stagecoach Bus Travel to and from work within Cambridgeshire and Peterborough
Job description
Job responsibilities
Resource Management
The post-holder takes an active role in identifying resource issues and maintaining equipment
2.1 To be aware of resource issues in the use of equipment and resources.
2.2 To identify areas of need as required.
2.3 To be responsible for the safe and effective maintenance of equipment relevant to the area of work.
Teamwork
The post-holder will maintain good working relationships with staff within the Directorate and in other Trust Departments.
3.1 Work flexibly and liaise with Senior Management Team and Divisional Team Administrator to maintain and ensure smooth running of the complaints process, gaining additional skills as required.
3.2 Ensure awareness of current issues within the Directorate and those in other areas of the Trust. Attend meetings when relevant and practical.
3.3 Be aware of workload and pressures within other areas enabling support and encouragement to be given to the team as necessary.
3.4 Communicate in an appropriate manner with staff from the Directorate and other Directorates/Departments across the Trust.
Forward Planning
- Maintain an accurate and up-to-date spreadsheet of open complaints ensuring thorough investigation and information is available to support the data and reasons for non-compliance.
- Ensure reporting information is collated and available in a timely fashion
- This job description provides an outline of the tasks, responsibilities and outcomes required for the role. The job holder will undertake any other duties that may be required which are consistent with the grade and responsibility of the post.
- All staff have a responsibility to participate in the Trusts MPA (My Performance Appraisal) scheme and to contribute to their own development of any staff that they are responsible for appraising.
Job description
Job responsibilities
Resource Management
The post-holder takes an active role in identifying resource issues and maintaining equipment
2.1 To be aware of resource issues in the use of equipment and resources.
2.2 To identify areas of need as required.
2.3 To be responsible for the safe and effective maintenance of equipment relevant to the area of work.
Teamwork
The post-holder will maintain good working relationships with staff within the Directorate and in other Trust Departments.
3.1 Work flexibly and liaise with Senior Management Team and Divisional Team Administrator to maintain and ensure smooth running of the complaints process, gaining additional skills as required.
3.2 Ensure awareness of current issues within the Directorate and those in other areas of the Trust. Attend meetings when relevant and practical.
3.3 Be aware of workload and pressures within other areas enabling support and encouragement to be given to the team as necessary.
3.4 Communicate in an appropriate manner with staff from the Directorate and other Directorates/Departments across the Trust.
Forward Planning
- Maintain an accurate and up-to-date spreadsheet of open complaints ensuring thorough investigation and information is available to support the data and reasons for non-compliance.
- Ensure reporting information is collated and available in a timely fashion
- This job description provides an outline of the tasks, responsibilities and outcomes required for the role. The job holder will undertake any other duties that may be required which are consistent with the grade and responsibility of the post.
- All staff have a responsibility to participate in the Trusts MPA (My Performance Appraisal) scheme and to contribute to their own development of any staff that they are responsible for appraising.
Person Specification
Education and Qualifications
Essential
- Holds GCSE English Language at Grade A - C (or equivalent)
- RSA III or equivalent in typing/word processing
Desirable
- NVQ Level 3 Business and Admin
- Experience of working within a Complaints or similar department
Experience and Knowledge
Essential
- Previous and proven secretarial / administrative experience
- Competent IT Skills
- Experience of working to tight deadlines and managing own time
- Understanding of the regulation on patient confidentiality
Desirable
- Experience of working in an environment providing healthcare or customer care.
- Awareness of current health service issues.
Qualities/Attributes
Essential
- Works without supervision and manages own workload
- Flexible and responsive to change and meeting the needs of the service
- Ability to follow processes and act upon any instructions given
- Pays attention to detail/accuracy
- Tactful, discreet and diplomatic
- Resilient, pleasant, approachable, courteous and respectful
- Be able to demonstrate behaviours consistent with the Trust values
Desirable
- Understanding and basic knowledge of medical terminology
Skills/Ability
Essential
- Can demonstrate good standards of written and verbal communication
- Ability to adhere to policies and procedures
- Ability to communicate at all levels Competent in the use of MS Word/Outlook/Excel
- Ability to work under pressure and prioritise work to meet deadlines seeking guidance as required
- Ability to work with confidential and sensitive information
- Able to deal with sensitive and contentious information with discretion and to maintain confidentiality at all times
- Excellent written English skills including the ability to draft comprehensive reports and letter to members of the public
Desirable
- Knowledge/understanding of the Data Protection Act
- Evidence of the ability to deal with a variety of enquires in an appropriate manner
- Awareness of Information Governance, Freedom of Information
Person Specification
Education and Qualifications
Essential
- Holds GCSE English Language at Grade A - C (or equivalent)
- RSA III or equivalent in typing/word processing
Desirable
- NVQ Level 3 Business and Admin
- Experience of working within a Complaints or similar department
Experience and Knowledge
Essential
- Previous and proven secretarial / administrative experience
- Competent IT Skills
- Experience of working to tight deadlines and managing own time
- Understanding of the regulation on patient confidentiality
Desirable
- Experience of working in an environment providing healthcare or customer care.
- Awareness of current health service issues.
Qualities/Attributes
Essential
- Works without supervision and manages own workload
- Flexible and responsive to change and meeting the needs of the service
- Ability to follow processes and act upon any instructions given
- Pays attention to detail/accuracy
- Tactful, discreet and diplomatic
- Resilient, pleasant, approachable, courteous and respectful
- Be able to demonstrate behaviours consistent with the Trust values
Desirable
- Understanding and basic knowledge of medical terminology
Skills/Ability
Essential
- Can demonstrate good standards of written and verbal communication
- Ability to adhere to policies and procedures
- Ability to communicate at all levels Competent in the use of MS Word/Outlook/Excel
- Ability to work under pressure and prioritise work to meet deadlines seeking guidance as required
- Ability to work with confidential and sensitive information
- Able to deal with sensitive and contentious information with discretion and to maintain confidentiality at all times
- Excellent written English skills including the ability to draft comprehensive reports and letter to members of the public
Desirable
- Knowledge/understanding of the Data Protection Act
- Evidence of the ability to deal with a variety of enquires in an appropriate manner
- Awareness of Information Governance, Freedom of Information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
