Complaints Case Handler

Job description

Job responsibilities

To provide support to the Complaints Manager, ensuring that all complaints are managed in line with national and local policy and recognised good practice in complaints handling

Analysing all complaints on receipt, identifying level of complexity and key issues for investigation, immediately escalating to the appropriate senior manager where patient safety or organisation reputation is compromised

Liaising with the complainant to agree the issues that require investigation, the desired outcomes and the timescale for investigation

Where necessary, advise and support individuals to access alternative sources of information, including advocacy services, other healthcare organisations, or voluntary sector services suited to their needs

Coordinating the investigation of the complaint, monitoring the progress of complaint investigations within the caseload and ensuring that all deadlines are met. Identifying problems at an early stage and ensuring that complainants are informed of the progress at each stage of the process

Working collaboratively with the Division to monitor the progress of action plans arising from complaints and ensure that lessons are learned, shared and evidenced.

Providing training on the complaints process as requested by the Divisions.

Keep accurate and contemporaneous records of all concerns/complaints including outcomes and actions and input data on the Trust database (Datix).

For further information on the advertised role, please refer to the job description located under the Supporting Documents heading. The full person specification can be accessed under the Shortlisting Criteria section of the document.

Person Specification

Education

Essential

• Educated to NVQ level 3 or equivalent experience
• Knowledge of the NHS system for complaints and the regulations

Knowledge

Essential

• Ability to assess a range of information of mixed complexity and make judgements
• Experience of using word, excel, databases and PowerPoint

Skills

Desirable

• Ability to articulate clearly, fluently and authoritatively where necessary to both individuals and groups

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.

Certificate of Sponsorship

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

Kettering General Hospital NHS Foundation Trust

Address

Kettering General Hospital

Thorpe House

Kettering

NN16 8UZ

Employer's website

https://www.kgh.nhs.uk/working-for-us (Opens in a new tab)