Job summary
o Work as part of a team, handling concerns and complaints in preparation for investigation within specified time limits.o Undertake occasional non-complex complaint investigationso Liaise with complainants, identifying the key points, agreeing an action plan and timescales and supporting the complainant throughout the complaints processo Liaise with outside agencies on behalf of the Patient Experience Advisorso 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 complaints.o Assist in the processes that ensure the department and the Trust achieve statutory standards such as Care Quality Commission and NHSLA requirements.o Administrate Ombudsman's requests for complaint informationo To work flexibly within the wider Patient Experience Team, when requested to do so.
Main duties of the job
To process and record complaints in a timely manner
Produce acknowledgement letters to complainants in a timely manner as per Trust Policy for Handling of complaints.
Occasionally liaise with complainants to agree a complaints plan and clarify questions to be responded to in preparation for the Patient Experience Advisors to progress.
Assist the Patient Experience Advisors in the compilation of complaint responses when requested to do so.
Undertake non-complex complaint investigations as requested by Patient Experience Advisors
Ensure by working with the Patient Experience Advisors that the complainant is supported and kept updated throughout the complaints process.
Regularly audit DATIX to check for trends and reoccurring staff names to assist in the learning and improvement of services. Reporting any such trends to the Complaints Manager
Arrange complaints meetings between Patient Experience Advisors, complainants and staff, facilitate in note taking should it be requested.
Responsible for ensuring secure storage and appropriate document control mechanisms are in place for sensitive information.
Ensure that written correspondence is of the highest standard of written English, using language that is sensitive to the needs of the complainant, whilst conveying complex and detailed clinical information accurately and comprehensively.
Ensure that the complainant is kept updated throughout the process regularly and timely as agreed within the complaints plan.
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 process and record complaints in a timely manner
Produce acknowledgement letters to complainants in a timely manner as per Trust Policy for Handling of complaints.
Occasionally liaise with complainants to agree a complaints plan and clarify questions to be responded to in preparation for the Patient Experience Advisors to progress.
Assist the Patient Experience Advisors in the compilation of complaint responses when requested to do so.
Undertake non-complex complaint investigations as requested by Patient Experience Advisors
Ensure by working with the Patient Experience Advisors that the complainant is supported and kept updated throughout the complaints process.
Regularly audit DATIX to check for trends and reoccurring staff names to assist in the learning and improvement of services. Reporting any such trends to the Complaints Manager
Arrange complaints meetings between Patient Experience Advisors, complainants and staff, facilitate in note taking should it be requested.
Responsible for ensuring secure storage and appropriate document control mechanisms are in place for sensitive information.
Ensure that written correspondence is of the highest standard of written English, using language that is sensitive to the needs of the complainant, whilst conveying complex and detailed clinical information accurately and comprehensively.
Ensure that the complainant is kept updated throughout the process regularly and timely as agreed within the complaints plan.
Job description
Job responsibilities
To process and record complaints in a timely manner
Produce acknowledgement letters to complainants in a timely manner as per Trust Policy for Handling of complaints.
Occasionally liaise with complainants to agree a complaints plan and clarify questions to be responded to in preparation for the Patient Experience Advisors to progress.
Assist the Patient Experience Advisors in the compilation of complaint responses when requested to do so.
Undertake non-complex complaint investigations as requested by Patient Experience Advisors
Ensure by working with the Patient Experience Advisors that the complainant is supported and kept updated throughout the complaints process.
Regularly audit DATIX to check for trends and reoccurring staff names to assist in the learning and improvement of services. Reporting any such trends to the Complaints Manager
Arrange complaints meetings between Patient Experience Advisors, complainants and staff, facilitate in note taking should it be requested.
Responsible for ensuring secure storage and appropriate document control mechanisms are in place for sensitive information.
Ensure that written correspondence is of the highest standard of written English, using language that is sensitive to the needs of the complainant, whilst conveying complex and detailed clinical information accurately and comprehensively.
Ensure that the complainant is kept updated throughout the process regularly and timely as agreed within the complaints plan.
Person Specification
Essential
Essential
- Knowledge of NHS complaints handling acquired through training and experience to NVQ3 level or equivalent experience
- Evidence of undertaking Customer care training or demonstrable experience.
Desirable
- Counselling training Communication skills training
- Competent in the use of Microsoft Office applications.
Knowledge, Skills, Training and Experience
Essential
- Experience within a complaints/customer service environment
- Evidence of handling difficult discussions with patients and negotiating a positive outcome
Desirable
- Skills in the use of electronic Complaints modules e.g. DATIX or other related tools
- Experience of working in a number of departments within an NHS organisation.
- Ability to plan meetings between clinical staff and complainants in highly sensitive and contentious situations
Personal Qualities
Essential
- Demonstrate Excellent interpersonal skills with an ability to work with people in stressful situations and remain calm and efficient
- Work well as part of a team
- Positive and proactive, takes own initiative
Person Specification
Essential
Essential
- Knowledge of NHS complaints handling acquired through training and experience to NVQ3 level or equivalent experience
- Evidence of undertaking Customer care training or demonstrable experience.
Desirable
- Counselling training Communication skills training
- Competent in the use of Microsoft Office applications.
Knowledge, Skills, Training and Experience
Essential
- Experience within a complaints/customer service environment
- Evidence of handling difficult discussions with patients and negotiating a positive outcome
Desirable
- Skills in the use of electronic Complaints modules e.g. DATIX or other related tools
- Experience of working in a number of departments within an NHS organisation.
- Ability to plan meetings between clinical staff and complainants in highly sensitive and contentious situations
Personal Qualities
Essential
- Demonstrate Excellent interpersonal skills with an ability to work with people in stressful situations and remain calm and efficient
- Work well as part of a team
- Positive and proactive, takes own initiative
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)
