Job summary
We're looking for a motivated and organised individual to join our Patient Experience Team, playing a key role in ensuring that patient support enquiries and complaints are handled with care, fairness, and within agreed timescales.
In this role, you'll oversee the investigation and coordination of Patient Support and Complaint Team (PSCT) enquiries, working closely with colleagues across the Trust to ensure high-quality, timely responses for patients, families, and carers. You'll support a proactive approach to managing concerns, helping to ensure that learning from feedback, complaints, and trend analysis is shared effectively with Clinical Divisions to drive improvement at specialty, divisional, and Trust-wide levels.
You'll also provide guidance and support to senior ward and department staff, enabling them to carry out thorough investigations and provide clear, compassionate responses on behalf of the Trust. Alongside this, you'll oversee the day-to-day operational running of the service, ensuring concerns and complaints are accurately recorded on Datix and that the service operates smoothly and efficiently.
This is a rewarding opportunity to make a real difference to patient experience, influence positive change, and support a culture of learning and continuous improvement across the organisation.
Main duties of the job
Managing concerns and complaints
To be a subject matter expert on managing concerns/complaints, providing support, advice and guidance in the early resolution of concerns.
Ensure that enquiries, concerns and complaints raised by patients, their families/ carers are dealt with appropriately and effectively and in line with Trust policies and procedures. Ensure that concerns are addressed at the right level. This will include escalating where appropriate.
Ensure PSCT contacts are acknowledged triaged, allocated and managed in accordance with the Trusts Complaints and Concerns policy and that key performance indicators for the service are met.
Provide day to day responsibility for the PSCT Officers and assist in managing their work ensuring the investigation of concerns and writing of responses are within prescribed timescales and meet a high standard in compliance with NHS Complaints Legislation (2009).
Assist clinical managers, clinical and non-clinical staff to manage concerns by providing specialist advice to staff when dealing with difficult, complex, challenging and often upsetting enquires. Be actively involved in achieving resolution.
About us
We are proud to be part of BSW Hospitals Group - a formal partnership between the Royal United Hospitals Bath NHS Foundation Trust, Great Western Hospitals NHS Foundation Trust and Salisbury NHS Foundation Trust. With a combined workforce of over 17, 600 colleagues, and budget of 1.6 billion the Group is united by a common purpose to deliver the best possible care to over 1 million people.
We are creating a health and care system that works with the people we care for, reducing the differences people currently face in access, experience and outcomes, improving the experience of our colleagues and tackling shared challenges like sustainability and finances. Every improvement we make across our Group will be guided by what creates the greatest benefit for our colleagues, our patients, our communities and our partners.
By working together, we make a real difference for our patients, each other, and our community. Every role matters in delivering the exceptional, person-centred care we're proud of.
We're committed to a compassionate, inclusive culture where kindness is championed, differences are valued, and diversity makes us stronger.
We want to support you to thrive, taking your career to its full potential. We prioritise staff wellbeing - and yes, we even have a pool!
Discover what it's like to live and work in Bath, explore our RUH staff benefits, and learn how we're building healthcare for the future through the Dyson Cancer Centre and our commitment to research.
Job description
Job responsibilities
Managing concerns and complaints
To be a subject matter expert on managing concerns/complaints, providing support, advice and guidance in the early resolution of concerns.
Ensure that enquiries, concerns and complaints raised by patients, their families/carers are dealt with appropriately and effectively and in line with Trust policies and procedures. Ensure that concerns are addressed at the right level. This will include escalating where appropriate.
Ensure PSCT contacts are acknowledged triaged, allocated and managed in accordance with the Trusts Complaints and Concerns policy and that key performance indicators for the service are met.
Provide day to day responsibility for the PSCT Officers and assist in managing their work ensuring the investigation of concerns and writing of responses are within prescribed timescales and meet a high standard in compliance with NHS Complaints Legislation (2009).
Assist clinical managers, clinical and non-clinical staff to manage concerns by providing specialist advice to staff when dealing with difficult, complex, challenging and often upsetting enquires. Be actively involved in achieving resolution.
Effectively manage own PSCT caseload, including complex cases/highly sensitive cases and support with written responses to complex cases as needed.
Assist staff with meetings with PSCT enquiries/concerns to achieve timely resolution and, where possible, avoid the need for escalation to a formal complaint.
Support PSCT staff to assess and agree the appropriate complaint management route with each complainant
Effectively manage frequent contacts with patients or members of the public who may be displaying a challenging range of behaviours in highly distressing and emotional situations.
Ensure that there is an effective system in place to gain consent from the patient when complaints are made on their behalf.
Respond to MP enquiries, writing high quality responses on behalf of the Trust.
Communication and relationships
Provide accurate information about the service provided by the Trust. Advise and support individuals to access alternative sources of information including
advocacy services or other healthcare organisations or voluntary sector services relevant to their needs.
Liaise with other organisations as required resolving complex multi-agency concerns and identify best practice and share experiences.
Establish and maintain relationships with Lead Clinicians, Clinical Directors and all grades of staff and managers to ensure effective communication and a consistent approach to all issues relating to the handling of PSCT cases across the Trust.
Develop and maintain effective networks with external organisations in particular the local Integrated Care Board (ICB) and other NHS Trusts.
Data analysis and reporting
Responsible for ensuring the analysis and reporting of PSCT contacts ensuring robust monitoring and reporting systems are in place to support the delivery of key complaint targets
Ensure the timely production of reports to meet the Trusts needs and present
reports at meetings as required.
Meet the statutory requirement to submit complaints data through annual submission of the KO41a data.
Responsible for ensuring the production of an annual report on the Patient Support and Complaints Service and forwarding statistics and narrative for the Patient Experience reports.
Ensure that PSCT contacts are recorded and logged on Datix in a timely way, allowing for the production of monthly activity reports. Contacts must be accurately logged, with effective recording of themes, outcomes and learning for each case.
Ensure that there is integration of and shared learning from issues arising from PSCT contacts ensuring that any findings and trends are shared at clinical governance meetings.
Training and development
Oversee the recruitment, induction, training and development of PSCT staff. This includes coaching, mentoring and monitoring performance of staff as needed.
Leadership and line management to the PSCT officers in line with Trust policy and procedures.
Keep up to date with new legislation and developments in the field of concerns/complaints interpreting the significance of these and help develop any necessary action plans for the Trust in conjunction with the Deputy Head of Patient Experience & Engagement.
Participate in appraisals and personal reviews and work to achieve agreed set objectives.
Participate in appropriate training and development activities.
Quality assures the standard of work undertaken/produced by the PSCT officers.
Support the development of internal monitoring processes and audits.
General
Ensure all information and publicity materials about the PSCT service are accessible and information remains up to date, including the Trust website, PSCT leaflets and other literature.
Cover the work of colleagues during periods of absence or peak workloads as required.
Audit and manage patient property stored in the main patient safe, ensuring accurate documentation, secure handling and compliance with hospital policies.
Adhere to and maintain Information Governance requirements in all local and national work.
Undertake any other duties as required by the Head of Patient Experience in accordance with the grade and nature of the post.
Adhere to department policies at all times.
Manage and prioritise work in line with agreed schedules
Job description
Job responsibilities
Managing concerns and complaints
To be a subject matter expert on managing concerns/complaints, providing support, advice and guidance in the early resolution of concerns.
Ensure that enquiries, concerns and complaints raised by patients, their families/carers are dealt with appropriately and effectively and in line with Trust policies and procedures. Ensure that concerns are addressed at the right level. This will include escalating where appropriate.
Ensure PSCT contacts are acknowledged triaged, allocated and managed in accordance with the Trusts Complaints and Concerns policy and that key performance indicators for the service are met.
Provide day to day responsibility for the PSCT Officers and assist in managing their work ensuring the investigation of concerns and writing of responses are within prescribed timescales and meet a high standard in compliance with NHS Complaints Legislation (2009).
Assist clinical managers, clinical and non-clinical staff to manage concerns by providing specialist advice to staff when dealing with difficult, complex, challenging and often upsetting enquires. Be actively involved in achieving resolution.
Effectively manage own PSCT caseload, including complex cases/highly sensitive cases and support with written responses to complex cases as needed.
Assist staff with meetings with PSCT enquiries/concerns to achieve timely resolution and, where possible, avoid the need for escalation to a formal complaint.
Support PSCT staff to assess and agree the appropriate complaint management route with each complainant
Effectively manage frequent contacts with patients or members of the public who may be displaying a challenging range of behaviours in highly distressing and emotional situations.
Ensure that there is an effective system in place to gain consent from the patient when complaints are made on their behalf.
Respond to MP enquiries, writing high quality responses on behalf of the Trust.
Communication and relationships
Provide accurate information about the service provided by the Trust. Advise and support individuals to access alternative sources of information including
advocacy services or other healthcare organisations or voluntary sector services relevant to their needs.
Liaise with other organisations as required resolving complex multi-agency concerns and identify best practice and share experiences.
Establish and maintain relationships with Lead Clinicians, Clinical Directors and all grades of staff and managers to ensure effective communication and a consistent approach to all issues relating to the handling of PSCT cases across the Trust.
Develop and maintain effective networks with external organisations in particular the local Integrated Care Board (ICB) and other NHS Trusts.
Data analysis and reporting
Responsible for ensuring the analysis and reporting of PSCT contacts ensuring robust monitoring and reporting systems are in place to support the delivery of key complaint targets
Ensure the timely production of reports to meet the Trusts needs and present
reports at meetings as required.
Meet the statutory requirement to submit complaints data through annual submission of the KO41a data.
Responsible for ensuring the production of an annual report on the Patient Support and Complaints Service and forwarding statistics and narrative for the Patient Experience reports.
Ensure that PSCT contacts are recorded and logged on Datix in a timely way, allowing for the production of monthly activity reports. Contacts must be accurately logged, with effective recording of themes, outcomes and learning for each case.
Ensure that there is integration of and shared learning from issues arising from PSCT contacts ensuring that any findings and trends are shared at clinical governance meetings.
Training and development
Oversee the recruitment, induction, training and development of PSCT staff. This includes coaching, mentoring and monitoring performance of staff as needed.
Leadership and line management to the PSCT officers in line with Trust policy and procedures.
Keep up to date with new legislation and developments in the field of concerns/complaints interpreting the significance of these and help develop any necessary action plans for the Trust in conjunction with the Deputy Head of Patient Experience & Engagement.
Participate in appraisals and personal reviews and work to achieve agreed set objectives.
Participate in appropriate training and development activities.
Quality assures the standard of work undertaken/produced by the PSCT officers.
Support the development of internal monitoring processes and audits.
General
Ensure all information and publicity materials about the PSCT service are accessible and information remains up to date, including the Trust website, PSCT leaflets and other literature.
Cover the work of colleagues during periods of absence or peak workloads as required.
Audit and manage patient property stored in the main patient safe, ensuring accurate documentation, secure handling and compliance with hospital policies.
Adhere to and maintain Information Governance requirements in all local and national work.
Undertake any other duties as required by the Head of Patient Experience in accordance with the grade and nature of the post.
Adhere to department policies at all times.
Manage and prioritise work in line with agreed schedules
Person Specification
Knowledge and Experience
Essential
- Experience of working with patients and families in a customer services role, including handling complex issues and behaviours.
Experience
Essential
- Experience of influencing and negotiating with staff of all grades/professional groups.
Skills
Essential
- Excellent communication skills, including strong writing, proof reading abilities.
Experience
Essential
- Experience of collating, analysing and reporting complex data.
Person Specification
Knowledge and Experience
Essential
- Experience of working with patients and families in a customer services role, including handling complex issues and behaviours.
Experience
Essential
- Experience of influencing and negotiating with staff of all grades/professional groups.
Skills
Essential
- Excellent communication skills, including strong writing, proof reading abilities.
Experience
Essential
- Experience of collating, analysing and reporting complex data.
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).
