Job summary
The complaints service works in collaboration with the patient advice and liaison service (PALS) with enquirers to assist them in making the best decision regarding whether to enter into the formal process of making a complaint or advise on informal resolution through the PALS service. The complaints team works proactively with directorates to support resolution of concerns. The service is also responsible for supporting the organisation in the identification of trends and to promote learning from complaints.
Main duties of the job
o Work as part of a team and in liaison with complainants, advocates and staff at all levels within the Trust.o Co-ordinate responses to individual complaints, ensuring that each complaint received is listened to, understood, properly considered, appropriately responded to in a timely manner and learnt from.o Draft complaint response letters for signature by the Chief Executive.o Maintain and keep up-to-date paper and electronic complaints files (including the complaints database, Datix).o Analyse complaints to identify trends and opportunities for improving the quality of service and experiences of service users.o Contribute to Directorate and Corporate complaints reports/dashboards.o Provide advice, support and guidance to Directorates on resolving concerns and complaints via local resolution.o Participate in training Trust staff on how to successfully deal with complaints.o Assist with the administration associated with complaints investigated by the Parliamentary and Health Service Ombudsman.
About us
Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust.
The post holder will:o Put patients firsto Take pride in what they doo Respect otherso Strive to be the besto Act with integrity
Our values and behaviours framework describes what it means for every one of us in the Trust to put our values into action.
Job description
Job responsibilities
- Receiving and analysing complaints, identifying the concerns raised and the outcome sought by the complainant.
- Maintaining up-to-date knowledge about best practice in complaints handling, Department of Health and NHS England policy and guidance relating to complaints, and the NHS complaints regulations 2009, and sharing this knowledge.
- Taking (and where appropriate resolving) complaints over the telephone and / or in conjunction with PALS.
- Monitoring the progress of complaints using and administering a regular review system, and prompting investigators and Directorate Management Teams as appropriate.
- Assessing complaints as to their severity and complexity and assigning a triage category so that complaints follow an appropriate resolution stream and identifying complaints that are linked to other investigations or that might require the input of the claims and inquests team.
- Monitoring the progress of complaints using and administering a regular review system, and prompting investigators and Directorate Management Teams as appropriate.
- Maintaining and keeping up-to-date paper and electronic complaints files (including the complaints database, Datix), in compliance with Trust policy and Data Protection law.
- Managing complainants expectations, and keeping complainants regularly updated on the progress of their complaints.
- Co-ordinating responses to individual complaints from receipt to resolution, ensuring that each complaint received is listened to, understood, properly considered, appropriately responded to in a timely manner and learnt from.
- Facilitating and minuting local resolution meetings between complainants andTrust staff.
- Working with Directorate Management Teams, patient safety colleagues and clinical governance colleagues, to ensure that lessons are learned and acted upon within Directorates and across the Trust, to avoid recurrence of incidents, service failures and poor experiences.
- Drafting and / or agreeing complaint response letters for signature by the Chief Executive.
- Providing advice, support and guidance to Directorates on resolving concerns and complaints via local resolution and participating in training Trust staff at all levels on how to successfully deal with complaints.
- Assist with the administration associated with complaints investigated by the Parliamentary and Health Service Ombudsman.
Job description
Job responsibilities
- Receiving and analysing complaints, identifying the concerns raised and the outcome sought by the complainant.
- Maintaining up-to-date knowledge about best practice in complaints handling, Department of Health and NHS England policy and guidance relating to complaints, and the NHS complaints regulations 2009, and sharing this knowledge.
- Taking (and where appropriate resolving) complaints over the telephone and / or in conjunction with PALS.
- Monitoring the progress of complaints using and administering a regular review system, and prompting investigators and Directorate Management Teams as appropriate.
- Assessing complaints as to their severity and complexity and assigning a triage category so that complaints follow an appropriate resolution stream and identifying complaints that are linked to other investigations or that might require the input of the claims and inquests team.
- Monitoring the progress of complaints using and administering a regular review system, and prompting investigators and Directorate Management Teams as appropriate.
- Maintaining and keeping up-to-date paper and electronic complaints files (including the complaints database, Datix), in compliance with Trust policy and Data Protection law.
- Managing complainants expectations, and keeping complainants regularly updated on the progress of their complaints.
- Co-ordinating responses to individual complaints from receipt to resolution, ensuring that each complaint received is listened to, understood, properly considered, appropriately responded to in a timely manner and learnt from.
- Facilitating and minuting local resolution meetings between complainants andTrust staff.
- Working with Directorate Management Teams, patient safety colleagues and clinical governance colleagues, to ensure that lessons are learned and acted upon within Directorates and across the Trust, to avoid recurrence of incidents, service failures and poor experiences.
- Drafting and / or agreeing complaint response letters for signature by the Chief Executive.
- Providing advice, support and guidance to Directorates on resolving concerns and complaints via local resolution and participating in training Trust staff at all levels on how to successfully deal with complaints.
- Assist with the administration associated with complaints investigated by the Parliamentary and Health Service Ombudsman.
Person Specification
Education
Essential
- Graduate level of education and/or relevant professional qualifications.
Experience
Essential
- Experience of handling and resolving complaints
- Experience of working in a customer facing environment
- Experience of producing written material to a high standard
- Experience of working in a fast paced environment
- Experience of working at a corporate level in a similar organisation
Skills
Essential
- Ability to analyse and interpret data, reports and relevant legislation
- Ability to communicate complex and/or contentious information clearly, accurately and accessibly, both orally and in writing.
- Problem solving skills
Person Specification
Education
Essential
- Graduate level of education and/or relevant professional qualifications.
Experience
Essential
- Experience of handling and resolving complaints
- Experience of working in a customer facing environment
- Experience of producing written material to a high standard
- Experience of working in a fast paced environment
- Experience of working at a corporate level in a similar organisation
Skills
Essential
- Ability to analyse and interpret data, reports and relevant legislation
- Ability to communicate complex and/or contentious information clearly, accurately and accessibly, both orally and in writing.
- Problem solving skills
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).
