Job summary
The Humber Health Partnership, comprising Hull University Teaching Hospitals NHS Trust and Northern Lincolnshire and Goole NHS Foundation Trust, is one of the largest acute and community partnerships in the NHS. We serve over 1.65 million people, manage a budget of £1.3 billion, and employ nearly 20,000 staff across five main hospital sites. Our partnership is committed to delivering world-class hospital and community services, and we are proud to work closely with the Hull York Medical School on groundbreaking research.
Why Join Us?
- Innovative Environment:Be part of a team that values creativity and continuous improvement.
- Professional Growth:We invest in your development and offer numerous opportunities for career advancement.
- Supportive Culture:Join a workforce that is united by compassion and driven by excellence.
- Diverse Community:Work in a diverse and inclusive environment that reflects the communities we serve.
- Positive Impact:Play a crucial role in improving patient experience and fostering a culture of learning and improvement.
- Collaborative Work: Engage with a wide range of partners and stakeholders to facilitate cross-organisational collaboration.
Main duties of the job
As a Complaints Manager, you will play a crucial role in managing the Group's complaints service and supporting the PALS service. You will work closely with Care Groups to ensure timely resolutions to formal complaints and PALS concerns, and you will be responsible for reporting and theming data, facilitating difficult complaints meetings, and ensuring compliance with national legislation.
What We're Looking For:
- Qualifications:Professional qualification relevant to the role; clinical or management qualification desirable.
- Experience:Minimum of two years in a middle/senior administrative role, with experience in complaints handling and policy development.
- Skills:Excellent communication, organisational, and analytical skills; proficiency in Datix and Excel.
- Attributes: Patience, tact, diplomacy, and the ability to work under pressure.
About us
The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.
Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.
Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.
As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.
We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.
Job description
Job responsibilities
Key Responsibilities:
- Promote a culture of prompt resolution for complaints and concerns.
- Provide practical support in stressful situations and handle challenging behaviour.
- Liaise with partners including Primary Care, Ambulance and Mental Health Trusts, and Social Services.
- Develop and review policies and procedures for raising concerns and complaints.
- Ensure the Group's complaints procedure fosters a culture of learning and improvement.
- Monitor and report on complaints and PALS concerns to identify trends and areas of risk.
- Participate in training events to promote effective complaints management
Applications from job seekers who require current Skilled Worker Visa sponsorship to work in the UK are welcome and will be considered alongside all other applications. You can determine the likelihood of obtaining a Certificate of Sponsorship for the post by assessing your circumstances against criteria specified on thegov.uk website.
Should we receive a high volume of applications the advert may be closed earlier than stated.
Job description
Job responsibilities
Key Responsibilities:
- Promote a culture of prompt resolution for complaints and concerns.
- Provide practical support in stressful situations and handle challenging behaviour.
- Liaise with partners including Primary Care, Ambulance and Mental Health Trusts, and Social Services.
- Develop and review policies and procedures for raising concerns and complaints.
- Ensure the Group's complaints procedure fosters a culture of learning and improvement.
- Monitor and report on complaints and PALS concerns to identify trends and areas of risk.
- Participate in training events to promote effective complaints management
Applications from job seekers who require current Skilled Worker Visa sponsorship to work in the UK are welcome and will be considered alongside all other applications. You can determine the likelihood of obtaining a Certificate of Sponsorship for the post by assessing your circumstances against criteria specified on thegov.uk website.
Should we receive a high volume of applications the advert may be closed earlier than stated.
Person Specification
Education/Qualifications
Essential
- oPossess a professional qualification relevant to role/ experience of undertaking role
Desirable
- oClinical Qualification and/or Management Qualification
Knowledge/Training & Experience
Essential
- oMinimum of two years middle / senior level administrative experience
- oDirect Involvement in the development of policies and procedures
- oUnderstanding of principles of complaints handling
- oDemonstrable experience of working effectively in a multi-professional agency environment
- oWorking with patients and relatives who may be distressed or aggrieved
- oAnalytical Skills, literacy, numeracy and the use of information
- oUnderstanding of NHS Complaints Procedure
Desirable
- oNHS background and experience
- oActive engagement in the Implementation of policies and procedures
- oExtensive knowledge and experience of complaints handling
Communciation and Interpersonal Skills
Essential
- oMust possess patience, tact and diplomacy
- oDemonstrates credibility with clinical colleagues
- oMust possess excellent communication skills
- oMust possess excellent organisational skills
- oExperience of working successfully under pressure of time and resources
- oDemonstrates understanding of confidentiality
Other Requirements
Essential
- oGood timekeeper
- oAbility to work from between hospital sites as required to meet the demands of the service
Special Attributes and other
Essential
- Shows motivation in developing new skills
- High level of interpersonal skills
- Demonstrate empathy and diplomacy
- Flexible and reliable
Person Specification
Education/Qualifications
Essential
- oPossess a professional qualification relevant to role/ experience of undertaking role
Desirable
- oClinical Qualification and/or Management Qualification
Knowledge/Training & Experience
Essential
- oMinimum of two years middle / senior level administrative experience
- oDirect Involvement in the development of policies and procedures
- oUnderstanding of principles of complaints handling
- oDemonstrable experience of working effectively in a multi-professional agency environment
- oWorking with patients and relatives who may be distressed or aggrieved
- oAnalytical Skills, literacy, numeracy and the use of information
- oUnderstanding of NHS Complaints Procedure
Desirable
- oNHS background and experience
- oActive engagement in the Implementation of policies and procedures
- oExtensive knowledge and experience of complaints handling
Communciation and Interpersonal Skills
Essential
- oMust possess patience, tact and diplomacy
- oDemonstrates credibility with clinical colleagues
- oMust possess excellent communication skills
- oMust possess excellent organisational skills
- oExperience of working successfully under pressure of time and resources
- oDemonstrates understanding of confidentiality
Other Requirements
Essential
- oGood timekeeper
- oAbility to work from between hospital sites as required to meet the demands of the service
Special Attributes and other
Essential
- Shows motivation in developing new skills
- High level of interpersonal skills
- Demonstrate empathy and diplomacy
- Flexible and reliable
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).
