Complaints Case Handler

Isle of Wight NHS Trust

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Job summary

This post is only open for applications from individuals employed within the Hampshire and Isle of Wight NHS Care System

An exciting opportunity has arisen within the Complaints Team. We are seeking an enthusiastic and self-motivated Complaints Case Handler. The post holder is not required to investigate complaints but is required to analyse information received in investigation reports from divisional teams. This will be used to formulate and write high quality, detailed letters of response. There will be a focus on ensuring that the Trust's responses to complaints are of a high quality ensuring that we are learning lessons and delivering quality improvements.

You must demonstrate sensitivity and possess excellent communication and interpersonal skills as you will be required to be the first point of contact on receipt of complaints. The post holder will be a key member of the Complaints Team and will be required to link with the Clinical Divisions (Acute and Ambulance) to ensure that complaints are robustly investigated and responded to.

Main duties of the job

The Post holder will be a key member of the Complaints Team with a focus on ensuring that the Trust's response to complaints is of high quality and ensures that we are learning lessons and delivering quality improvements from this valuable form of feedback.

The post holder will be required to link with the Clinical Divisions to ensure that complaints are robustly investigated.

The post holder will ensure that all information relating to complaint handling is uploaded to the Datix system to enable transparency in complaints handling, and support the provision of data to regulators as required.

Candidates will be required to undertake a short table-top exercise and also provide a short (max 10 mins) verbal presentation on "The Importance of Good Complaint Handling", paying particular attention to the complaints regulations and PHSO standards. The presentation should include the significance of the role of the Complaints Case Handler in good, effective complaint handling and responding to complaints. It should also include how the candidate will ensure they will deliver their part in this process and how they will ensure they are successful in delivering in this role.

About us

We serve a population of approximately 150,000 residents, making the services we offer variable and personalised with a flexible approach to our service users.

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust's beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.

Our 2020-2025 strategy sets out to ensure that we continue to be a provider of excellent and compassionate care. As part of this strategy, we are proactively taking steps to ensure that we recruit and retain the highest quality of talent to provide CARE and we would welcome applications from under-represented groups to ensure our Trust is an inclusive and diverse employer.

Date posted

31 October 2024

Pay scheme

Agenda for change

Band

Band 6

Salary

£37,338 to £44,962 a year pro rata, per annum

Contract

Permanent

Working pattern

Full-time

Reference number

470-24-0014-COR-1

Job locations

Isle of Wight NHS Trust

St Mary's Hospital

Newport

PO30 5TG

Job description

Job responsibilities

The post holder will:

Analyse the issues raised to inform the complaint investigation

Liaise with staff and complainants

Analyse information received in investigation reports

Formulate high quality detailed letters that reflect investigationreports obtained and which can be sent to the complainant and other relevant bodies under cover of a letter from Chief Executive,

Risk rate and categorise the issues raised to inform the data analysis and reporting process.

Job description

Job responsibilities

The post holder will:

Analyse the issues raised to inform the complaint investigation

Liaise with staff and complainants

Analyse information received in investigation reports

Formulate high quality detailed letters that reflect investigationreports obtained and which can be sent to the complainant and other relevant bodies under cover of a letter from Chief Executive,

Risk rate and categorise the issues raised to inform the data analysis and reporting process.

Person Specification

Qualifications and Experience

Essential

Educated to degree level or equivalent qualification in a relevant health or social care subject.
Experience of Health Service or related environment
Customer care qualification/experience
Experience of complaints handling including writing responses to complaints
Knowledge/experience of undertaking quality improvement activity
Knowledge of the Local Authority, Social Services and NHS Complaints Regulations 2009

Desirable

Up to date knowledge & understanding of key agencies e.g. Parliamentary & Health Service Ombudsman, etc. Caldicott, Freedom of Information, Data Protection
Computer Literacy in Excel and DATIX
Experience of working with Patient administration systems i.e. PAS/RAD/TPATH

Person Specification

Qualifications and Experience

Essential

Educated to degree level or equivalent qualification in a relevant health or social care subject.
Experience of Health Service or related environment
Customer care qualification/experience
Experience of complaints handling including writing responses to complaints
Knowledge/experience of undertaking quality improvement activity
Knowledge of the Local Authority, Social Services and NHS Complaints Regulations 2009

Desirable

Up to date knowledge & understanding of key agencies e.g. Parliamentary & Health Service Ombudsman, etc. Caldicott, Freedom of Information, Data Protection
Computer Literacy in Excel and DATIX
Experience of working with Patient administration systems i.e. PAS/RAD/TPATH

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.

Certificate of Sponsorship

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