Job summary
Greater Manchester Mental Health NHS Foundation Trust is seeking to appoint a Head of PALS & Complaints to provide strategic oversight and high-level leadership and guidance. The post holder will ensure all PALS and complaints frameworks, systems processes and assurance are in place, that they are robust and will withstand regulatory scrutiny, compliance is monitored and reported and effective remedial actions are implemented.
This role will provide the successful candidate with an opportunity to establish and develop a high performing PALS & Complaints function across a multiple site organisation that is part of and supported by a forward looking and ambitious Clinical Governance Directorate.
Interview date: Monday 12th August 2024
Main duties of the job
The post holder will be responsible for overseeing the Complaints and PALS services across the Trust, including line managing the teams, to ensure that the Trust complies with all external requirements and best practice in these areas.
This will include robust investigations and timely responses, whilst working in partnership with patient safety colleagues, governance teams, senior managers and Trust staff.Oversee and lead responses to high level complaints and ensure they are responded to appropriately and within timeframe e.g. Public Health Service Ombudsman (PHSO), Members of Parliament (MPs) and the Care Quality Commission.
They will create responsive strategies to ensure that patient feedback is responded to and acted upon to improve services and will engage with senior staff across the Trust to ensure that these are implemented locally. They will be responsible for accurate data capture, analysis and recording of complaints and PALS data in the complaints management system and associated activity/performance dashboards, creating new systems when required. They will ensure that all complaints are logged, investigated and answered with specified timescales in accordance with the Trust and NHSE and legal and regulatory standards.
About us
Greater Manchester Mental Health (GMMH) Foundation Trust employs over7000members of staff, who deliver services from more than160locations.
We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford,Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.
Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.
Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.
Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.
Job description
Job responsibilities
Please see attached detailed job description and person specification.
Staff benefits
- 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
- Excellent pension
- Cycle to work scheme
- Salary sacrifice car scheme
- Wellbeing programme
- Blue Light Card Discounts
- fuelGenie Fuel Cards (for applicable roles)
Job description
Job responsibilities
Please see attached detailed job description and person specification.
Staff benefits
- 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
- Excellent pension
- Cycle to work scheme
- Salary sacrifice car scheme
- Wellbeing programme
- Blue Light Card Discounts
- fuelGenie Fuel Cards (for applicable roles)
Person Specification
Education/Qualifications
Essential
- Masters degree, equivalent study or have significant equivalent experience
- Investigative practice accredited qualification.
- Complaints Management Qualification
- Post registration qualification / Evidence of continuing professional developmen
Desirable
- Management qualification
- Counselling Course
Experience
Essential
- Extensive knowledge of NHS policy and principles in the field of patient experience, complaints, clinical risk or claims management.
- Staff management experience including leading a team of staff.
- In depth knowledge of Parliamentary Health Service Ombudsman principles, best practice guidance
- Development of policies and procedures.
- Experience of working with Directors and Clinical Directors
- Experience of leading change processes relating to quality development /improvement .
- Experience of undertaking a senior leadership role .
- Experience of report writing for Executive level Committees .
- Experience of presenting reports, managing feedback and questions at Senior management committees .
- Experience of working successfully under pressure of time and resource .
Knowledge
Essential
- Extensive knowledge of NHS policy and principles in the field of patient experience, complaints, clinical risk or claims management .
- In depth knowledge of Parliamentary Health Service Ombudsman principles, best practice guidance .
Skills and Abilities
Essential
- Able to demonstrate delivery - proven self -starter/finisher
- Excellent communicator and builder of relationships and networks
- Identify and work with key stakeholders .
- Skilled at writing and presenting written reports, papers and audio - visual presentations .
- Able to think logically and creatively to solve problems .
- Able to inspire others
- Computer literacy
- Excellent prioritisation and line management skills - the ability to carry a complex and demanding workload .
- Ability to work in a matrix manner and to work flexibly .
- Ability to negotiate positive outcomes involving a number of different parties, managing conflict and challenge across a range of diverse situations
- Ability to assimilate new information, reacting quickly and appropriately .
- Proven negotiation and influencing skills.
- Effective leadership, organisational and people management skills.
- Familiar with the principles of project management.
- Working with patients and relatives who may be distressed/aggrieved
- Ability to influence and negotiate successfully with both internal and external stakeholders
- Highly developed oral and written communication skills, including evidence of good quality policy, report and letter writing.
- Must possess patience, tact and diplomacy, credibility with clinical colleagues.
- Sound understanding of NHS information requirements, including data quality and performance metrics.
- Analytical skills, literacy, numeracy
Other Requirements
Essential
- There is an occasional requirement to travel across the wide footprint of the Trust to attend meetings and events relevant to the role.
- Ability to manage a range of responsibilities simultaneously, giving priority to all dimensions of the role appropriately and meeting deadlines.
- Provide calm, robust and clear direction and the ability to deal with ambiguity, conflicting demands and uncertainty.
- Remain resilient in times of change.
- Tenacity to lead and deliver a remit with competing demands
- Calm, caring and impartial approach
- Provide and lead a credible and reliable service that instils confidence and trust in the organisation by staff, stakeholders, commissioners and regulators.
- Clear understanding of confidentiality.
Person Specification
Education/Qualifications
Essential
- Masters degree, equivalent study or have significant equivalent experience
- Investigative practice accredited qualification.
- Complaints Management Qualification
- Post registration qualification / Evidence of continuing professional developmen
Desirable
- Management qualification
- Counselling Course
Experience
Essential
- Extensive knowledge of NHS policy and principles in the field of patient experience, complaints, clinical risk or claims management.
- Staff management experience including leading a team of staff.
- In depth knowledge of Parliamentary Health Service Ombudsman principles, best practice guidance
- Development of policies and procedures.
- Experience of working with Directors and Clinical Directors
- Experience of leading change processes relating to quality development /improvement .
- Experience of undertaking a senior leadership role .
- Experience of report writing for Executive level Committees .
- Experience of presenting reports, managing feedback and questions at Senior management committees .
- Experience of working successfully under pressure of time and resource .
Knowledge
Essential
- Extensive knowledge of NHS policy and principles in the field of patient experience, complaints, clinical risk or claims management .
- In depth knowledge of Parliamentary Health Service Ombudsman principles, best practice guidance .
Skills and Abilities
Essential
- Able to demonstrate delivery - proven self -starter/finisher
- Excellent communicator and builder of relationships and networks
- Identify and work with key stakeholders .
- Skilled at writing and presenting written reports, papers and audio - visual presentations .
- Able to think logically and creatively to solve problems .
- Able to inspire others
- Computer literacy
- Excellent prioritisation and line management skills - the ability to carry a complex and demanding workload .
- Ability to work in a matrix manner and to work flexibly .
- Ability to negotiate positive outcomes involving a number of different parties, managing conflict and challenge across a range of diverse situations
- Ability to assimilate new information, reacting quickly and appropriately .
- Proven negotiation and influencing skills.
- Effective leadership, organisational and people management skills.
- Familiar with the principles of project management.
- Working with patients and relatives who may be distressed/aggrieved
- Ability to influence and negotiate successfully with both internal and external stakeholders
- Highly developed oral and written communication skills, including evidence of good quality policy, report and letter writing.
- Must possess patience, tact and diplomacy, credibility with clinical colleagues.
- Sound understanding of NHS information requirements, including data quality and performance metrics.
- Analytical skills, literacy, numeracy
Other Requirements
Essential
- There is an occasional requirement to travel across the wide footprint of the Trust to attend meetings and events relevant to the role.
- Ability to manage a range of responsibilities simultaneously, giving priority to all dimensions of the role appropriately and meeting deadlines.
- Provide calm, robust and clear direction and the ability to deal with ambiguity, conflicting demands and uncertainty.
- Remain resilient in times of change.
- Tenacity to lead and deliver a remit with competing demands
- Calm, caring and impartial approach
- Provide and lead a credible and reliable service that instils confidence and trust in the organisation by staff, stakeholders, commissioners and regulators.
- Clear understanding of confidentiality.
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).
