Job summary
To provide non-clinical advice, information and support to patients, relatives and members of the public regarding the NHS Complaints Regulations for Health & Social Care. In addition provide support and advice to colleagues in resolving practical issues that may arise in relation to complaints.
To provide an accessible service to assist patients, relatives and carers with complaints. Providing information to them regarding the options that are available to resolve their complaint in the most appropriate way. To provide advice to patients, relatives and carers with regard to consent, Freedom of Information Requests, Data Protection issues (access to records), the provision of Independent Advocacy Services and how to access interpreting support.
Provide complaints reporting to support the Trust's Complaints Procedure.
Main duties of the job
Reporting to the Complaints Manager, the Complaints Administrator will be responsible for processing all enquiries and complaints, as well as dealing with requests for reports and information in a timely manner and liaising with Complaints Officers, where appropriate. This will include dealing with enquiries from a range of sources, both internal and external.
The role holder will:
Be expected to work effectively, as part of the team, to provide a high-quality complaints and customer service to support the delivery of services within the organisation.
Provide high-quality, customer-focused, flexible and timely support to contribute to the achievement of the Complaint Service's objectives.
Through communication with various stakeholders, promote a professional service for Northampton General Hospital, working in line with the organisation's priorities.
Work with a number of different systems and processes to ensure the efficient coordination of complaints, enquiries and information requests across all departments, being responsive to set timescales and monitoring progress.
About us
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
Compassion
Accountability
Respect
Integrity
Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
Please submit your application as soon as possible as we reserve the right to close any adverts before the closing date once we have received sufficient applications.
Job description
Job responsibilities
To be the first point of contact for all enquiries including identifying and agreeing with complainants the key issues of their complaints, discussing desired outcomes, and agreeing timeframes for resolution.
Supporting members of the public who access the Complaints / PALS service who may be angry, distressed, vexatious or bereaved.
To keep complainants updated about the progress of their complaint.
To open all internal and external correspondence and ensure that this is actioned appropriately and that all urgent and/or confidential communications are dealt with in a timely manner.
To provide written, direct and verbal communication with service users, carers, other partners and stakeholders in a courteous and professional manner, conveying a high level of customer care.
Source and gather information to assist the Complaints Team in ensuring deadlines are met.
Work closely with staff across the Trust to ensure targets for responding to complaints are met and the complaint is resolved to the satisfaction of the complainant
Keep accurate and detailed records of all formal complaints received in the Trust. Utilising the complaints module of Datix ensuring records are fully completed and documents relevant to the complaint are uploaded.
Exercise judgement, where necessary, when responding to queries, external contacts, understanding and resolving issues within limitations; particularly for situations where there is more than one option.
Handle complaints in line with national and local policy, ensuring correspondence is acknowledged within 3 working days in line with national guidance and complaints of concern are escalated to the Complaints Manager
Create and maintain effective working relationships with staff at all levels, internal and external, NHS and non-NHS organisations.
Job description
Job responsibilities
To be the first point of contact for all enquiries including identifying and agreeing with complainants the key issues of their complaints, discussing desired outcomes, and agreeing timeframes for resolution.
Supporting members of the public who access the Complaints / PALS service who may be angry, distressed, vexatious or bereaved.
To keep complainants updated about the progress of their complaint.
To open all internal and external correspondence and ensure that this is actioned appropriately and that all urgent and/or confidential communications are dealt with in a timely manner.
To provide written, direct and verbal communication with service users, carers, other partners and stakeholders in a courteous and professional manner, conveying a high level of customer care.
Source and gather information to assist the Complaints Team in ensuring deadlines are met.
Work closely with staff across the Trust to ensure targets for responding to complaints are met and the complaint is resolved to the satisfaction of the complainant
Keep accurate and detailed records of all formal complaints received in the Trust. Utilising the complaints module of Datix ensuring records are fully completed and documents relevant to the complaint are uploaded.
Exercise judgement, where necessary, when responding to queries, external contacts, understanding and resolving issues within limitations; particularly for situations where there is more than one option.
Handle complaints in line with national and local policy, ensuring correspondence is acknowledged within 3 working days in line with national guidance and complaints of concern are escalated to the Complaints Manager
Create and maintain effective working relationships with staff at all levels, internal and external, NHS and non-NHS organisations.
Person Specification
Experience
Essential
- Previous relevant experience in a customer focused environment.
- Experience of dealing with the public face to face and handling difficult behaviour and distressed, vulnerable people.
- Experience of working in a busy office environment.
- Excellent communication skills both written and verbal.
- Ability to establish and maintain strong relationships.
- Able to problem solve complex situations.
- Able to work flexibly and prioritise tasks.
- Able to cope with meeting deadlines and prioritising a challenging workload.
- Able to remain calm under pressure and communicate effectively with patients/carers who are angry/upset and highly emotional and on occasions challenging behaviours with distressed and angry individuals.
- Able to cope with distressing accounts provided by patients/carers and showing genuine concern/empathy.
- Resilient and able to manage own levels of stress.
Education
Essential
- Educated to A Level, NVQ level 3 or equivalent in knowledge and experience.
- Ongoing development in Customer Services / Patient Experience.
Skills
Essential
- Proven negotiating and influencing skills.
- Excellent resourcefulness and problem solving skills.
- Ability to be tactful, considerate and sensitive in a complex situation.
- Ability to manage a variety of requests for assistance and prioritise tasks without becoming overwhelmed.
- Ability to think clearly and work quickly under pressure with good stress tolerance.
- Ability to use initiative.
- Able to use computer packages e.g. word, PowerPoint, Outlook, Excel, Datix.
- Knowledge of governance procedures including the NHS Complaints Regulations and GDPR.
- Previous NHS experience - working in a patient focused environment.
Desirable
- Experience in identifying events which may put the Trust at risk i.e. serious incidents.
- Knowledge of healthcare / medical terminology.
Person Specification
Experience
Essential
- Previous relevant experience in a customer focused environment.
- Experience of dealing with the public face to face and handling difficult behaviour and distressed, vulnerable people.
- Experience of working in a busy office environment.
- Excellent communication skills both written and verbal.
- Ability to establish and maintain strong relationships.
- Able to problem solve complex situations.
- Able to work flexibly and prioritise tasks.
- Able to cope with meeting deadlines and prioritising a challenging workload.
- Able to remain calm under pressure and communicate effectively with patients/carers who are angry/upset and highly emotional and on occasions challenging behaviours with distressed and angry individuals.
- Able to cope with distressing accounts provided by patients/carers and showing genuine concern/empathy.
- Resilient and able to manage own levels of stress.
Education
Essential
- Educated to A Level, NVQ level 3 or equivalent in knowledge and experience.
- Ongoing development in Customer Services / Patient Experience.
Skills
Essential
- Proven negotiating and influencing skills.
- Excellent resourcefulness and problem solving skills.
- Ability to be tactful, considerate and sensitive in a complex situation.
- Ability to manage a variety of requests for assistance and prioritise tasks without becoming overwhelmed.
- Ability to think clearly and work quickly under pressure with good stress tolerance.
- Ability to use initiative.
- Able to use computer packages e.g. word, PowerPoint, Outlook, Excel, Datix.
- Knowledge of governance procedures including the NHS Complaints Regulations and GDPR.
- Previous NHS experience - working in a patient focused environment.
Desirable
- Experience in identifying events which may put the Trust at risk i.e. serious incidents.
- Knowledge of healthcare / medical terminology.
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).
