Job summary
If you would like to be part of a hard working and dynamic team to work with then please read on...
A rare and exciting opportunity has arisen within the PALS & Complaints Team here at Stepping Hill Hospital.
We are seeking to fill the vacancy of a band 4 case officer.
Main duties of the job
To work in the PALS & Complaints Team in ensuring that all complaints and enquiries are thoroughly investigated and responded to within national and locally set timescales. The post holder will also interpret national guidance and be able to accurately inform, support and guide patients/relatives and staff through national and local policies that relate to the handling of complaints and enquiries.
About us
Stockport NHS Foundation Trust provides hospital and community health services for children and adults across Stockport and the High Peak. Stepping Hill Hospital treats over 500,000 patients per year and community health services are run across 24 sites in Stockport.
There are many great reasons to choose to come and work at Stockport NHS Foundation Trust. A dynamic integrated Trust with integrity and vision. Exactly the same qualities you'll see in yourself.
Stockport NHS Foundation Trust aims to be the organisation of choice for patients and an employer of choice for staff. In order to continually improve all aspects of our patient experience, we rely upon having a highly skilled, motivated, diverse, productive and patient focussed workforce.
We are constantly improving how we work with staff and this is reflected in the awards we have been awarded, which can be seen on our website.
We care
We respect
We listen
Job description
Job responsibilities
- Provide advice to patients and/or their representatives on all aspects of the NHS complaints procedures.
- Escalate to relevant divisions and managers on behalf of patients and their representatives when problems and concerns are highlighted.
- Explore patient/staff needs by using sensitive questioning, active listening and counselling skills in order to solve problems, overcoming barriers to understanding in order to achieve positive outcomes, build rapport and provide emotional support throughout.
- Identify when consent is required in order to investigate and respond thoroughly to a complaint, taking appropriate action to achieve this and seeking advice from the PALS & Complaints Manager when required.
- Ensure that the Trust Risk Management policies and protocols are followed and promoted within the post holders work areas and within divisions when concerns are highlighted.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not a condition of employment at this time, we do encourage our staff to get vaccinated. We will be checking the vaccination status of all new starters so that we can manage individual and environmental risks, and so that we can support those who may be undecided about vaccination. If you are unvaccinated and you would like some advice or information, including how to get vaccinated, please email mandatory.vaccine@stockport.nhs.uk. There is a current Government consultation underway which will determine whether some new starters may need to be vaccinated.
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
Job description
Job responsibilities
- Provide advice to patients and/or their representatives on all aspects of the NHS complaints procedures.
- Escalate to relevant divisions and managers on behalf of patients and their representatives when problems and concerns are highlighted.
- Explore patient/staff needs by using sensitive questioning, active listening and counselling skills in order to solve problems, overcoming barriers to understanding in order to achieve positive outcomes, build rapport and provide emotional support throughout.
- Identify when consent is required in order to investigate and respond thoroughly to a complaint, taking appropriate action to achieve this and seeking advice from the PALS & Complaints Manager when required.
- Ensure that the Trust Risk Management policies and protocols are followed and promoted within the post holders work areas and within divisions when concerns are highlighted.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not a condition of employment at this time, we do encourage our staff to get vaccinated. We will be checking the vaccination status of all new starters so that we can manage individual and environmental risks, and so that we can support those who may be undecided about vaccination. If you are unvaccinated and you would like some advice or information, including how to get vaccinated, please email mandatory.vaccine@stockport.nhs.uk. There is a current Government consultation underway which will determine whether some new starters may need to be vaccinated.
The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
Person Specification
Education & Qualifications
Essential
- Good general secondary education or equivalent
- Evidence of continued professional development
- RSA11, NVQ3 or equivalent experience
- Minimum 5 GCSE's one of which should be English Language or equivalent
Skills & Abilities
Essential
- Good understanding of grammar and punctuation
- Ability to work in Microsoft word
- Ability to prioritise competing demands
- Ability to communicate sensitively and be able to manage challenging situations
- Personal resilience
Experience
Essential
- Experience of managing complaints
- Experience of talking to distressed and upset members of the public
- Experience of resolving disputes at a local level
- Experience of working in a team
- Experience of complaint response writing
Desirable
- Experience of working with Datix or similar database
Knowledge
Essential
- Good understanding of the NHS Complaints Procedure
Desirable
- Good understanding of the PHSO procedure
Person Specification
Education & Qualifications
Essential
- Good general secondary education or equivalent
- Evidence of continued professional development
- RSA11, NVQ3 or equivalent experience
- Minimum 5 GCSE's one of which should be English Language or equivalent
Skills & Abilities
Essential
- Good understanding of grammar and punctuation
- Ability to work in Microsoft word
- Ability to prioritise competing demands
- Ability to communicate sensitively and be able to manage challenging situations
- Personal resilience
Experience
Essential
- Experience of managing complaints
- Experience of talking to distressed and upset members of the public
- Experience of resolving disputes at a local level
- Experience of working in a team
- Experience of complaint response writing
Desirable
- Experience of working with Datix or similar database
Knowledge
Essential
- Good understanding of the NHS Complaints Procedure
Desirable
- Good understanding of the PHSO procedure
Additional information
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).
