Job summary
An exciting and new opportunity has arisen to join our formal complaints team at UHNM.
The post holder will:
o Provide advice to complainants to facilitate their use of the complaints procedure.o Train NHS staff on the complaints policy and procedureso Identify areas of risk and monitor performance and quality of services arising from complaints received to facilitate organisational learningo Work as part of a team, handling formal concerns and complaints in preparation for investigation within specified time limitso Provide advice on a range of issues including the complaints procedure, services, programmes/routine health promotion adviceo Undertake complex complaint investigationso Organise and attend multi-agency and multi-directorate complaints meetingso Produce accurate and comprehensive meeting summaries following attending complaints meetingso Liaise with complainants, identifying the key points, agreeing an action plan and timescales and supporting the complainant throughout the formal complaints processo Liaise with external agencieso Log complaints timely and accurately on the DATIX electronic complaints moduleo Update and analyse the database (DATIX) to identify trends and problems to be resolvedo Take a role in training Trust staff on dealing with concerns and complaintso Ensure action plans are implemented as a result of learning from complaints
Main duties of the job
To act as a point of contact for Trust Complaints Team for patients, carers, relatives, service users and members of the public. Liaising with the enquirer to clarify their request and determine the appropriate action required e.g. providing complex and sensitive advice and solutions for their queries/concerns, drafting responses or identifying the most suitable respondent/individual to resolve the query, using contacts and networks within and outside the organisation to facilitate a prompt response.
Triage incoming formal complaints for severity, escalate as necessary to the Quality and Safety Team/ Complaints, PALS and Volunteer Services Manager etc.
To facilitate and attend formal complaint with patients, carers or members of the public who may be displaying a challenging range of behaviours in distressing and emotional situations.
To ensure all complainants are supported through the formal complaints process, and that they are aware of other independent organisations such as independent advocacy organisations, who can help.
Regularly undertaken complex audits on DATIX to check for recurring themes and trends to assist in the learning and improvement of services. Ensure the escalation of any such trends to the Complaints, PALS and Volunteer Services Manager.
To be responsible for the management and allocation of work to ensure that peaks in service demand are effectively managed and priorities are met.
About us
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.
All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.
UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.
At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
Job description
Job responsibilities
To act as a point of contact for Trust Complaints Team for patients, carers, relatives, service users and members of the public. Liaising with the enquirer to clarify their request and determine the appropriate action required e.g. providing complex and sensitive advice and solutions for their queries/concerns, drafting responses or identifying the most suitable respondent/individual to resolve the query, using contacts and networks within and outside the organisation to facilitate a prompt response.
Ensure that the complainant is kept updated throughout the process regularly and timely as agreed.
Triage incoming formal complaints for severity, escalate as necessary to the Quality and Safety Team/ Complaints, PALS and Volunteer Services Manager etc.
Liaise with complainants, identifying the key points, agreeing an action plan and timescales and supporting the complainant throughout the formal complaints process
Liaise with the Divisional Governance and Quality Managers and regarding any complaints that relates to a current or previous incident investigation.
To process, record and support the resolution of non-complex formal complaints in line with Trust policy.
Ensure formal complaints are accurately entered on to Datix together with any emails, statements, reports, action plans and any other documents.
To facilitate and attend formal complaint with patients, carers or members of the public who may be displaying a challenging range of behaviours in distressing and emotional situations.
To ensure all complainants are supported through the formal complaints process, and that they are aware of other independent organisations such as independent advocacy organisations, who can help.
Regularly undertaken complex audits on DATIX to check for recurring themes and trends to assist in the learning and improvement of services. Ensure the escalation of any such trends to the Complaints, PALS and Volunteer Services Manager.
Responsible for ensuring secure storage and appropriate document control mechanisms are in place for sensitive information.
Ensure that the Complaints, PALS and Volunteer Services Manager is kept up to date with any process failures, and reasons to explain this.
Frequent concentration and work pattern unpredictability. Concentration required for enquiries, complaints, interruption from patients or members of the public requiring immediate attention.
To be able to work across both Royal Stoke and County Hospital sites when required.
To be responsible for the management and allocation of work to ensure that peaks in service demand are effectively managed and priorities are met.
To work closely with Complaints, PALS and Volunteer Services Manager and the Head of Patient Experience ensuring timely information on data is available on request and for monthly, quarterly and annual reports.
To review national and local reports pertaining to patient experience to be able to contribute to developing/updating Trust guidance and policy.
To undertake any other duties at the request of the line manager which are appropriate within the role.
Authorised signatory for small payments.
Stock control of office stationary
VDU/Computer usage input data into computer regularly
Job description
Job responsibilities
To act as a point of contact for Trust Complaints Team for patients, carers, relatives, service users and members of the public. Liaising with the enquirer to clarify their request and determine the appropriate action required e.g. providing complex and sensitive advice and solutions for their queries/concerns, drafting responses or identifying the most suitable respondent/individual to resolve the query, using contacts and networks within and outside the organisation to facilitate a prompt response.
Ensure that the complainant is kept updated throughout the process regularly and timely as agreed.
Triage incoming formal complaints for severity, escalate as necessary to the Quality and Safety Team/ Complaints, PALS and Volunteer Services Manager etc.
Liaise with complainants, identifying the key points, agreeing an action plan and timescales and supporting the complainant throughout the formal complaints process
Liaise with the Divisional Governance and Quality Managers and regarding any complaints that relates to a current or previous incident investigation.
To process, record and support the resolution of non-complex formal complaints in line with Trust policy.
Ensure formal complaints are accurately entered on to Datix together with any emails, statements, reports, action plans and any other documents.
To facilitate and attend formal complaint with patients, carers or members of the public who may be displaying a challenging range of behaviours in distressing and emotional situations.
To ensure all complainants are supported through the formal complaints process, and that they are aware of other independent organisations such as independent advocacy organisations, who can help.
Regularly undertaken complex audits on DATIX to check for recurring themes and trends to assist in the learning and improvement of services. Ensure the escalation of any such trends to the Complaints, PALS and Volunteer Services Manager.
Responsible for ensuring secure storage and appropriate document control mechanisms are in place for sensitive information.
Ensure that the Complaints, PALS and Volunteer Services Manager is kept up to date with any process failures, and reasons to explain this.
Frequent concentration and work pattern unpredictability. Concentration required for enquiries, complaints, interruption from patients or members of the public requiring immediate attention.
To be able to work across both Royal Stoke and County Hospital sites when required.
To be responsible for the management and allocation of work to ensure that peaks in service demand are effectively managed and priorities are met.
To work closely with Complaints, PALS and Volunteer Services Manager and the Head of Patient Experience ensuring timely information on data is available on request and for monthly, quarterly and annual reports.
To review national and local reports pertaining to patient experience to be able to contribute to developing/updating Trust guidance and policy.
To undertake any other duties at the request of the line manager which are appropriate within the role.
Authorised signatory for small payments.
Stock control of office stationary
VDU/Computer usage input data into computer regularly
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent work experience
- Knowledge of NHS complaints handling acquired through training and experience to NVQ4 level or equivalent experience
- Competent in the use of Microsoft Office applications.
- Previous experience of supervising or leading a team
Desirable
- Evidence of undertaking Customer care training or demonstrable experience.
- Counselling training Communication skills training
Knowledge, Skills and Experience
Essential
- Experience within a complaints/customer service environment
- Demonstrable experience of working in a clinical or other pressurised environment
- Excellent verbal and written communication skills
- Experience of producing written material (including response letters, reports and action plans) to a high standard
- Evidence of handling difficult discussions with patients and negotiating a positive outcome
- Knowledge and understanding of confidentiality and consent procedures
- The ability to deal tactfully and discreetly with matters of a confidential or sensitive nature
- Skills in the use of electronic Complaints modules e.g. DATIX or other related tools
- Analysing trends, patient feedback and identifying areas for improvement.
- Experience of working in a number of departments within an NHS organisation.
- Provide non-clinical advice to patients/relatives such as complaints procedure, services available
- Implement policies and propose changes to practices, procedures for complaints to help improve services beyond the complaints department.
Desirable
- Use of the hospital Iportal/Medway systems
- Ability to plan meetings between clinical staff and complainants in highly sensitive and contentious situations including multi-agency
Personal Qualities
Essential
- Demonstrate drive and energy
- Demonstrate Excellent interpersonal skills with an ability to work with people in stressful situations and remain calm and efficient
- Ability to motivate self and others
- Work well as part of a team
- Positive and proactive, takes own initiative
- Demonstrate good and positive leadership skills
Desirable
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent work experience
- Knowledge of NHS complaints handling acquired through training and experience to NVQ4 level or equivalent experience
- Competent in the use of Microsoft Office applications.
- Previous experience of supervising or leading a team
Desirable
- Evidence of undertaking Customer care training or demonstrable experience.
- Counselling training Communication skills training
Knowledge, Skills and Experience
Essential
- Experience within a complaints/customer service environment
- Demonstrable experience of working in a clinical or other pressurised environment
- Excellent verbal and written communication skills
- Experience of producing written material (including response letters, reports and action plans) to a high standard
- Evidence of handling difficult discussions with patients and negotiating a positive outcome
- Knowledge and understanding of confidentiality and consent procedures
- The ability to deal tactfully and discreetly with matters of a confidential or sensitive nature
- Skills in the use of electronic Complaints modules e.g. DATIX or other related tools
- Analysing trends, patient feedback and identifying areas for improvement.
- Experience of working in a number of departments within an NHS organisation.
- Provide non-clinical advice to patients/relatives such as complaints procedure, services available
- Implement policies and propose changes to practices, procedures for complaints to help improve services beyond the complaints department.
Desirable
- Use of the hospital Iportal/Medway systems
- Ability to plan meetings between clinical staff and complainants in highly sensitive and contentious situations including multi-agency
Personal Qualities
Essential
- Demonstrate drive and energy
- Demonstrate Excellent interpersonal skills with an ability to work with people in stressful situations and remain calm and efficient
- Ability to motivate self and others
- Work well as part of a team
- Positive and proactive, takes own initiative
- Demonstrate good and positive leadership skills
Desirable
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).
Employer details
Employer name
University Hospital of North Midlands NHS Trust
Address
Royal Stoke University Hospital
Newcastle Road
Stoke on Trent
ST4 6QG
Employer's website
https://www.uhnm.nhs.uk (Opens in a new tab)
