Job summary
This is a very exciting opportunity for an experienced, enthusiastic, dynamic and highly motivated individual with a passion for quality and improvement to join our dynamic, forward-thinking team. As the Head of Complaints and PALS, you will play a pivotal role in shaping the strategic direction and leadership to ensure robust and responsive management of complaints and concerns. Your expertise will be crucial in improving patient experiences and driving systemic changes.
You will be responsible for leading and managing the Complaints and PALS agenda, ensuring that all processes are aligned with best practices and regulatory requirements.
Main duties of the job
The post holder will need to be able to demonstrate their ethos of continuous improvement and co-productions.
They will take an active role of leading the team to support our operational services whilst keeping our service users and trust strategy at the heart of what they do.
They will need to be responsive to all concerns raised, work with other departments to triangulate data, and work to gain resolution in a timely manner.
Are you able to facilitate learn and share lessons from complaints across the Trust?
About us
Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.
Job description
Job responsibilities
If you are someone with a passion for improving the patient experience and can evidence drive, initiative and enthusiasm then we would like to hear from you.
For questions about the job, please contact
Evah Marufu on:
evah.marufu@nhs.net
07897428104
Interviews will be held on 12th of September 2024
Job description
Job responsibilities
If you are someone with a passion for improving the patient experience and can evidence drive, initiative and enthusiasm then we would like to hear from you.
For questions about the job, please contact
Evah Marufu on:
evah.marufu@nhs.net
07897428104
Interviews will be held on 12th of September 2024
Person Specification
Education/ Qualification/ Training
Essential
- oDegree level qualification or demonstrable experience in relevant areas
Desirable
- oEvidence of commitment to on-going continual professional development
- oPost Graduate Degree level of education in relevant subject or demonstrable
- oEquivalent experience
Experience
Essential
- oSignificant experience of working with senior management including functions and procedures
- oExperience of working and engaging with staff at all levels in a high-volume transactional environment
- oSupervisory experience
- oDemonstrable evidence of successful multi-disciplinary team working
- oExperience in dealing with patients and the public
- oDemonstrable experience of internal and external partnership working
- oExperience in investigation techniques, patient safety, concerns, risk or management, using a range of complementary tools, Root Cause Analysis, and Incident Decision Tree
- oFacilitation/Mediation experience
- oExperience of using and managing information to determine priorities and demonstrate service levels across the organisation including presenting to meetings.
Desirable
- oExperience of working in a Clinical Governance environment
- oDemonstrable evidence of facilitation skills in managing/ handling difficult, contentious or sensitive issues as well as handling conflict
- oDemonstrable evidence of effective management of internal / external investigation of concerns
- oBudget management experience and achieving a balanced budget position
Knowledge and Skills
Essential
- oExcellent time management skills and ability to work to deadlines.
- oIT literate including analysis of highly complex data
- oProject Management skills
- oReport writing skills
- oAnalytical skills - ability to make judgements about highly complex facts or situations
- oAbility to analyse information, prepare reports and utilise information to inform decision making
- oAbility to learn from experience and adapt to changes and new challenges
- oCommitted to the continuous development of staff and self
- oAbility to prioritise tasks and manage competing demands on time, ensuring all deadlines are met.
- oStrong planning and organisational skills across a broad range of complex activities and difficult situations
- oAbility to remain impartial with empathy and understanding for others
- oUnderstand the NHS
- oKnowledge of the patient safety and quality agenda and policy direction for the NHS
- oKnowledge and understanding of the principles of clinical governance and quality improvement
- oUnderstanding of the Health Board structures and strategies
Desirable
- Quality Improvement skills
- Formal presentation skills
- Budget management
Person Specification
Education/ Qualification/ Training
Essential
- oDegree level qualification or demonstrable experience in relevant areas
Desirable
- oEvidence of commitment to on-going continual professional development
- oPost Graduate Degree level of education in relevant subject or demonstrable
- oEquivalent experience
Experience
Essential
- oSignificant experience of working with senior management including functions and procedures
- oExperience of working and engaging with staff at all levels in a high-volume transactional environment
- oSupervisory experience
- oDemonstrable evidence of successful multi-disciplinary team working
- oExperience in dealing with patients and the public
- oDemonstrable experience of internal and external partnership working
- oExperience in investigation techniques, patient safety, concerns, risk or management, using a range of complementary tools, Root Cause Analysis, and Incident Decision Tree
- oFacilitation/Mediation experience
- oExperience of using and managing information to determine priorities and demonstrate service levels across the organisation including presenting to meetings.
Desirable
- oExperience of working in a Clinical Governance environment
- oDemonstrable evidence of facilitation skills in managing/ handling difficult, contentious or sensitive issues as well as handling conflict
- oDemonstrable evidence of effective management of internal / external investigation of concerns
- oBudget management experience and achieving a balanced budget position
Knowledge and Skills
Essential
- oExcellent time management skills and ability to work to deadlines.
- oIT literate including analysis of highly complex data
- oProject Management skills
- oReport writing skills
- oAnalytical skills - ability to make judgements about highly complex facts or situations
- oAbility to analyse information, prepare reports and utilise information to inform decision making
- oAbility to learn from experience and adapt to changes and new challenges
- oCommitted to the continuous development of staff and self
- oAbility to prioritise tasks and manage competing demands on time, ensuring all deadlines are met.
- oStrong planning and organisational skills across a broad range of complex activities and difficult situations
- oAbility to remain impartial with empathy and understanding for others
- oUnderstand the NHS
- oKnowledge of the patient safety and quality agenda and policy direction for the NHS
- oKnowledge and understanding of the principles of clinical governance and quality improvement
- oUnderstanding of the Health Board structures and strategies
Desirable
- Quality Improvement skills
- Formal presentation skills
- Budget management
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).
