Surrey and Sussex Healthcare NHS Trust

Complaints and Governance Administrator - Medicine

Information:

This job is now closed

Job summary

Complaints & Governance Administrator: We are looking for an enthusiastic patient advocate to join the Medicine Governance Team based at East Surrey Hospital as our new Complaints and Governance Administrator. The post will receive and triage all complaints allocated to the Medical Division and forward them for resolution to the relevant Departments and services. The focus of the post will be on the facilitation of effective, efficient and confidential handling of complaints across the Division using discretion, initiative, tact and diplomacy. The post involves direct contact with members of the public, supporting them with the Trust's complaints process and getting updates from the departments and teams. The role also includes development and maintenance of appropriate administrative systems, checking of responses to complaints, assisting in the collation of reports and supporting the management of patient safety incidents in the division. Are you someone who is calm, rational and objective particularly in dealing with difficult or challenging situations or individuals? It is important that you have excellent verbal and written communication skills, and can act confidently with all members of the public and professionals of all levels.

Please note that this is a six-month part time/secondment opportunity. For further information, regarding the role please see the attached trust job description and person specification for a full list of duties and responsibilities.

Main duties of the job

For further information, please see the attached trust job description and person specification for a full list of duties and responsibilities.

About us

We provide emergency and non-emergency services to the residents of East Surrey, North-East West Sussex, and South Croydon, including the major towns of Crawley, Horsham, Reigate and Redhill; a community of over 535,000 people. We provide acute and complex services and a range of outpatient, diagnostic services whilst Crawley Hospital and Horsham in West Sussex and Caterham Dene Hospital and Oxted Health Centre in Surrey provide less complex planned services. In 2019 the Care Quality Commission (CQC) rated our services as 'Outstanding' and we are one of the best performing Trusts in England:

  • Winners of Health Service Journal Acute Trust of the year award 2021.
  • National Patient Safety Awards winner and strive to be a beacon for safety in all that we do.
  • We are rated the sixth highest trust in the South East and in the top 25% nationally for staff recommending the Trust as a place to work or receive treatment.

Details

Date posted

20 March 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year pro rata plus high cost allowance

Contract

Fixed term

Duration

6 months

Working pattern

Full-time, Part-time

Reference number

326-6109099-SL

Job locations

East Surrey Hospital, Surrey & Sussex NHS Trust

Canada Avenue

Redhill

RH1 5RH


Job description

Job responsibilities

Once you understand the requirements outlined in the advert, please ensure your application clearly reflects where you match them including any examples you would like to highlight.

Job description

Job responsibilities

Once you understand the requirements outlined in the advert, please ensure your application clearly reflects where you match them including any examples you would like to highlight.

Person Specification

Criteria

Essential

  • Evidence of a good standard of written English appropriate to the role
  • A complete and accurate application
  • Suitability for role evidenced in supporting statement
  • Meet the essential education/qualifications required for the role
  • Evidence of the Trust values and behaviours
  • Evidence of essential criteria outlined in the person specification
  • Evidence of the Trust values and behaviours
  • Evidence of any other essential criteria outlined in the person specification
Person Specification

Criteria

Essential

  • Evidence of a good standard of written English appropriate to the role
  • A complete and accurate application
  • Suitability for role evidenced in supporting statement
  • Meet the essential education/qualifications required for the role
  • Evidence of the Trust values and behaviours
  • Evidence of essential criteria outlined in the person specification
  • Evidence of the Trust values and behaviours
  • Evidence of any other essential criteria outlined in the person specification

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).

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.

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

Surrey and Sussex Healthcare NHS Trust

Address

East Surrey Hospital, Surrey & Sussex NHS Trust

Canada Avenue

Redhill

RH1 5RH


Employer's website

https://surreyandsussex.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Surrey and Sussex Healthcare NHS Trust

Address

East Surrey Hospital, Surrey & Sussex NHS Trust

Canada Avenue

Redhill

RH1 5RH


Employer's website

https://surreyandsussex.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Risk & Governance Manager

Farai Addy

farai.addy@nhs.net

01737768511

Details

Date posted

20 March 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year pro rata plus high cost allowance

Contract

Fixed term

Duration

6 months

Working pattern

Full-time, Part-time

Reference number

326-6109099-SL

Job locations

East Surrey Hospital, Surrey & Sussex NHS Trust

Canada Avenue

Redhill

RH1 5RH


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