Complaints and Clinical Governance Coordinator

Job summary

My name is Mel and I am the Divisional Director of Nursing for Surgery. I am looking for an exceptional candidate to join the Trust as our Complaints and Clinical Governance Coordinator for Surgery.

This role is an excellent opportunity for a compassionate, enthusiastic, dedicated and highly motivated individual.

The successful applicant will play a leading role in the Division's provision of a robust and responsive complaints service, which is in line with the latest legislation, national guidance and Trust policy.You will take every opportunity to ensure the Trust learns from and improves the service provided to those who attend the Trust. You will be expected to maintain consistently high standards of complaints handling including timely and thorough responses to complaints and a robust lessons learnt framework. You will help prepare very complex, detailed letters of response on behalf of the Division ensuring that they are accurate, compassionate, patient-centred and fully respond to all of the concerns raised. You will also liaise directly with complainants agreeing the most appropriate way forward including facilitating meetings involving patients, relatives and staff, which you will also be required to attend.

I would welcome an informal discussion with you to talk through the job in more detail and answer any questions you may have. Please do reach out to my PA Paula who will organise this for us.

Main duties of the job

1. To support the Division to deliver high quality care by providing an identifiable and accessible service to assist patients, carers and members of the public when they wish to make a formal or informal complaint. This will involve working flexibly to enable the team to deliver a customer-focused service and provide complaints resolution.2. To ensure complaints are dealt with in an appropriate and timely fashion against national targets.3. To provide complaints training to staff as required.4. To coordinate and monitor processes in respect of clinical governance for the Surgical Division Clinical Governance Committee.5. To provide administrative support to Surgical Division Clinical Governance Committee including information and data as required.6. To assist and implement the development of systems and processes to improve aspects within clinical governance on behalf of the Division.7. To investigate lost property claims and initiate compensation if appropriate.

About us

At the RUH we put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone's contribution in supporting the exceptional, person-centred care we pride ourselves on.

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We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we're providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research.