Complaints Coordinator

Wye Valley NHS Trust

The closing date is 05 January 2025

Job summary

We invite applications from compassionate and customer focussed individuals to join the Quality & Safety Team at Wye Valley NHS Trust as Complaints Coordinator.

This post is an excellent opportunity for administrative or clinical staff to support the Trusts Quality & Safety agenda by providing a high quality and responsive patient-centred complaints service for all service users.

The post holder will be able to expertly communicate with patients, their families/carers, staff and external organisations to support effective navigation of the NHS complaints process.

The post holder should be a good listener, with excellent communication skills who can interpret complaints in partnership with service users to ensure accurate recording of any issues raised. You will be able to work effectively within a small, proactive team and foster positive working relationships across a broad range of professional groups.

Experience of working in a healthcare setting is essential. A professional, compassionate and respectful manner must be demonstrated at all times.

The post holder will be supported to develop and thrive in a supportive environment which will enable you to help improve the experience of patients, visitors and carers who use our services.

Main duties of the job

To work within the Quality & Safety Team to provide a compassionate, high quality and responsive patient-centred complaints service for all service users.

To provide an effective and efficient complaints management service for the Trust, which meets all statutory, regulatory requirements and local performance standards.

To facilitate feedback that ensures complaints are used as an effective quality improvement tool and integrated within the governance framework.

To deliver education and training in relation to complaints.

To provide advice and guidance to Divisional Teams in relation to model complaint handling.

To facilitate with complainants and attend meetings between complainants, clinicians, and managers where required to try to resolve issues of complaint.

To ensure an approach is taken which maximises the potential for local resolution of complaints and concerns
Establish effective systems to ensure that issues are addressed and action plans monitored to prevent recurrence of complaints.
To provide an accessible point of contact for patients, relatives and carers who are experiencing problems with any aspect of Trust services.

About us

Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire NHS FT , the George Eliot Hospital NHS Trust and Worcestershire Acute Hospitals NHS Trust.

Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.

We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care we'd want for our family and friends.

More than 3,500 people work for the Trust - they tell us it's a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.

We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.

Russell Hardy, Trust Chairman: "The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential."

Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time...all the time.

Date posted

20 December 2024

Pay scheme

Agenda for change

Band

Band 5

Salary

£29,970 to £36,483 a year pa pro rata

Contract

Permanent

Working pattern

Full-time

Reference number

229-COR-6873048

Job locations

The County Hospital

Union Walk

Hereford

HR1 2ER

Job description

Job responsibilities

Please refer to the attached job description and person specification for detailed description of the role requirements and main responsibilities.

Job description

Job responsibilities

Please refer to the attached job description and person specification for detailed description of the role requirements and main responsibilities.

Person Specification

Education & Qualifications

Essential

Degree level management qualification or equivalent professional experience

Desirable

Customer care training
PHSO Complaints Handling Accredited Training.

Skills, Knowledge & Abilities

Essential

Strong interpersonal, communication, negotiating and influencing skills
Good IT skills including the use of Microsoft Office
Demonstrable ability to work to deadlines and achieve agreed objectives
Ability to present ideas effectively
Ability to work using own initiative

Desirable

Working knowledge of InPhase reporting system

Experience

Essential

Experience of working in a healthcare setting
Proven experience of working in a complaints/customer care environment
Training and teaching experience

Desirable

Evidence of successful change facilitation
Experience of developing and delivering training programmes

Person Specification

Education & Qualifications

Essential

Degree level management qualification or equivalent professional experience

Desirable

Customer care training
PHSO Complaints Handling Accredited Training.

Skills, Knowledge & Abilities

Essential

Strong interpersonal, communication, negotiating and influencing skills
Good IT skills including the use of Microsoft Office
Demonstrable ability to work to deadlines and achieve agreed objectives
Ability to present ideas effectively
Ability to work using own initiative

Desirable

Working knowledge of InPhase reporting system

Experience

Essential

Experience of working in a healthcare setting
Proven experience of working in a complaints/customer care environment
Training and teaching experience

Desirable

Evidence of successful change facilitation
Experience of developing and delivering training programmes

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.