Job summary
Are you an experienced senior leader with a strong background in complaints, patient experience, governance or quality improvement? Do you have the skills to lead a high-profile service that sits at the heart of learning, responsiveness and service improvement?
We are looking for a Head of Complaints and PALS to lead our corporate Complaints and PALS function. This is a key leadership role, responsible for ensuring that concerns and complaints are managed effectively, compassionately and in line with national standards, while also helping the Trust learn from feedback and improve the quality of care we provide.
Main duties of the job
You will lead the Complaints and PALS Team, provide expert advice to senior leaders, and work in close partnership with clinical and operational services across the Trust. You will help ensure a consistent and responsive approach to local resolution, formal complaints, thematic learning and service improvement.
We are looking for someone who is highly organised, politically astute and able to manage complex and sensitive issues with professionalism, empathy and sound judgement. You should have significant experience of working with senior managers, handling complex concerns, producing high-quality reports, and using data and intelligence to drive improvement. Experience in governance, investigations, mediation or quality improvement would be an advantage.
This is an exciting opportunity to lead an important function, influence improvement across the Trust, and make a real difference to patient and carer experience.
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
Contact: 07908140309
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
Contact: 07908140309
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).
