Job summary
As the Complaints Manager, the post holder will work as part of a dynamic team in delivering an effective service supporting staff to manage complaints.
The post holder will ensure that their work stream is planned and managed effectively and take the lead in assuring their successful delivery:
- Manage the Team's business support function, including developing and managing the team's business plan, progress and reporting risk and issue management.
- Liaise with appropriate functions across the region and nationally with regard to complaints.
- Manage all corporate business returns, including planning and workforce returns.
- Ensure that all staff in the Regional Complaints Team use CRM fully and contemporaneously as the case management system but also to maximise the potential for reporting on learning from themes and trends
- Take a lead in the coordination of training & development and recruitment activity across the Team.
- Oversight and management of all aspects of the Team budgets.
Main duties of the job
The Complaints Manager is responsible for ensuring that the East Midlands Primary Care Complaints Team provides a quality service to complainants, ensuring they have a positive experience of making a complaint and that every effort is made to resolve complaints satisfactorily.
The Complaints Manager is responsible for the quality, accuracy and appropriateness of all responses prepared for the East Midlands ICB by the East Midlands Primary Care Complaints Team.
The Complaints Manager will ensure that providers respond to complaints fully, in a timely manner in keeping with NHS KPIs and that appropriate action and learning is taking place when service issues arise.
The Complaints Manager is responsible for identifying and acting upon themes and trends arising from complaints and contributing to the culture of learning from complaints.
The Complaints Manager should aspire to deliver NHS England's Quality Framework for Complaints Handling.
The Complaints Manager oversees every element of the complaints function within the East Midlands Primary Care Complaints Team specifically managing the Complaints Officers - using pre-determined CRM tools to facilitate prompt and regular case and performance management.
The Complaints Manager should personally oversee any complaints which progress to the Parliamentary and Health Service Ombudsman and work with the Complaints Officer responsible for the complaint until completion of the PHSO investigation.
About us
NHS Nottingham and Nottinghamshire Integrated Care Board (ICB) is a strategic component of the Integrated Care System (ICS) across Nottingham and Nottinghamshire. We were formed with the intention to improve population health and collaborate with local partners (NHS, Local Authority and Third Sector) to deliver high quality health and social care provision to our local population.
We have accountability for the system delivery of the ICS' priorities such as improving outcomes in population health and healthcare, tackling inequalities in outcomes, experience, and access, enhancing productivity and value for money, and helping the NHS support broader social and economic development.
We seek to improve the patient experience and are committed at looking at innovative ways we can improve care and offer access and choice to our patients. Patients are at the heart of everything we do and it's important that they are involved not just in decisions about their individual care, but also in the decisions that shape the health services delivered locally. In conjunction, with patient experience and the growing demands of our population; we are facing significant financial challenge. We are required to reduce expenditure to sustainable levels (ICS 5-year strategic plan).
The ambitions are great, but so are the opportunities to be part of our new and evolving organisation, to make positive impactful change to the health and social care agenda across Nottingham and Nottinghamshire.
Job description
Job responsibilities
mproving quality and outcomes
- To provide a quality complaints service - ensuring every complainant has a quality experience of making a complaint to NHS England maximising the opportunity for resolution and also learning for both NHS England and the provider.
- To work collaboratively across the East Midlands Footprint
Enabling patient and public involvement
- To act as a champion for patients and their interests and involve the public and patients in the policy development and decision-making.
- To ensure all public and patient contact with the office is of the highest professional standard.
- To embed patient and public involvement within The ICB at all levels of decision making.
Promoting equality and reducing inequalities
- To uphold organisational policies and principles on the promotion of equality.
- To create an inclusive working environment where diversity is valued, everyone can contribute, and everyday action ensure we meet our duty to uphold and promote equality.
Partnership and cross boundary working
- To work and co-operate with primary care providers, ICBs
indemnity providers, external stakeholders (including the PHSO) and NHS England teams (regionally and nationally) to provide the best possible complaints service to patients, relatives, carers and the public
Leadership for transformational change
- To model a collaborative and influencing style of working,
negotiating with others to achieve the best outcomes. Embedding this approach across the Team and function
Using insight and evidence for improvement
- To ensure there is an ongoing cycle of learning arising from complaints and that insight is used to inform service change and improvements relating to commissioned services
Developing an excellent organisation
- To ensure the health, safety and wellbeing of all staff within the department.
- To ensure compliance with all confidentiality and governance requirements within the department.
- To adhere to the NHS Managers Code of Conduct and any other relevant professional codes of conduct at all times.
Project Management
- Contribute to performance improvement, taking a lead for identified areas.
- Provide coordination of and participate in relevant working groups and project advise, expertise and support where requested.
- Provide relevant and timely specialist advise and guidance on own portfolio.
- Work with members of the Team to investigate the causes of any variance from plan and proactively contribute to the implementation of solutions.
- Management of a risk and issues tracking mechanism and the resolution and escalation processes.
Financial and Physical Resources
- Provide regular reporting on targeting their implementation from a value for money.
- Provide oversight and monitoring of all aspects of Team budgets.
- Ensuring project expenditure is monitored accordingly.
People Management
- Take a lead in the coordination of training, development and recruitment activity across the Team.
- Manage staff, undertaking appraisals, and managing any employee relation issues.
Information Management
- Ensure timely and accurate information analysis and reporting to management on agreed areas of work.
- Be able to extract pre-arranged case management and performance reports from CRM to ensure effective day-to-day management of workflow.
- Oversee the use of CRM in contemporaneous and full manner assure the quality of data entry of the Regional Complaints Team.
Research and Development
- Contribute to the development of key performance indicators.
- Delegate aspects of research and development activities, collating information, analysing and reporting findings.
Planning and Organisation
- Contribute to the strategic planning of team projects, identifying interdependencies, and potential impacts on wider organisation, resource requirements and building in contingency and adjustments as necessary.
- Contribute to short, medium and long-term business plans.
Policy and Service Development
- Develop policies and procedures in own work function with an impact on the wider organisation, as required.
- Contribute to the development of an integrated approach to service management.
Key Working Relationships
- The post holder will be required to maintain constructive relationships with a broad range of stakeholders.
- Participate in relevant working groups/projects, services and initiative to provide information and analytical advice and expertise.
- Develop and implement data collection systems that will provide accurate and timely data.
- Present information and issues, explaining highly complex issues, to a wide range of stakeholders.
- This role is primarily working from home, although this may vary depending on circumstances.
- General office conditions, with a requirement to use a VDU for eight hours on some days, with appropriate breaks.
- There will be a requirement to travel between sites or to other organisations.
- May be required to deal with verbal aggression from staff on rare occasions.
Job description
Job responsibilities
mproving quality and outcomes
- To provide a quality complaints service - ensuring every complainant has a quality experience of making a complaint to NHS England maximising the opportunity for resolution and also learning for both NHS England and the provider.
- To work collaboratively across the East Midlands Footprint
Enabling patient and public involvement
- To act as a champion for patients and their interests and involve the public and patients in the policy development and decision-making.
- To ensure all public and patient contact with the office is of the highest professional standard.
- To embed patient and public involvement within The ICB at all levels of decision making.
Promoting equality and reducing inequalities
- To uphold organisational policies and principles on the promotion of equality.
- To create an inclusive working environment where diversity is valued, everyone can contribute, and everyday action ensure we meet our duty to uphold and promote equality.
Partnership and cross boundary working
- To work and co-operate with primary care providers, ICBs
indemnity providers, external stakeholders (including the PHSO) and NHS England teams (regionally and nationally) to provide the best possible complaints service to patients, relatives, carers and the public
Leadership for transformational change
- To model a collaborative and influencing style of working,
negotiating with others to achieve the best outcomes. Embedding this approach across the Team and function
Using insight and evidence for improvement
- To ensure there is an ongoing cycle of learning arising from complaints and that insight is used to inform service change and improvements relating to commissioned services
Developing an excellent organisation
- To ensure the health, safety and wellbeing of all staff within the department.
- To ensure compliance with all confidentiality and governance requirements within the department.
- To adhere to the NHS Managers Code of Conduct and any other relevant professional codes of conduct at all times.
Project Management
- Contribute to performance improvement, taking a lead for identified areas.
- Provide coordination of and participate in relevant working groups and project advise, expertise and support where requested.
- Provide relevant and timely specialist advise and guidance on own portfolio.
- Work with members of the Team to investigate the causes of any variance from plan and proactively contribute to the implementation of solutions.
- Management of a risk and issues tracking mechanism and the resolution and escalation processes.
Financial and Physical Resources
- Provide regular reporting on targeting their implementation from a value for money.
- Provide oversight and monitoring of all aspects of Team budgets.
- Ensuring project expenditure is monitored accordingly.
People Management
- Take a lead in the coordination of training, development and recruitment activity across the Team.
- Manage staff, undertaking appraisals, and managing any employee relation issues.
Information Management
- Ensure timely and accurate information analysis and reporting to management on agreed areas of work.
- Be able to extract pre-arranged case management and performance reports from CRM to ensure effective day-to-day management of workflow.
- Oversee the use of CRM in contemporaneous and full manner assure the quality of data entry of the Regional Complaints Team.
Research and Development
- Contribute to the development of key performance indicators.
- Delegate aspects of research and development activities, collating information, analysing and reporting findings.
Planning and Organisation
- Contribute to the strategic planning of team projects, identifying interdependencies, and potential impacts on wider organisation, resource requirements and building in contingency and adjustments as necessary.
- Contribute to short, medium and long-term business plans.
Policy and Service Development
- Develop policies and procedures in own work function with an impact on the wider organisation, as required.
- Contribute to the development of an integrated approach to service management.
Key Working Relationships
- The post holder will be required to maintain constructive relationships with a broad range of stakeholders.
- Participate in relevant working groups/projects, services and initiative to provide information and analytical advice and expertise.
- Develop and implement data collection systems that will provide accurate and timely data.
- Present information and issues, explaining highly complex issues, to a wide range of stakeholders.
- This role is primarily working from home, although this may vary depending on circumstances.
- General office conditions, with a requirement to use a VDU for eight hours on some days, with appropriate breaks.
- There will be a requirement to travel between sites or to other organisations.
- May be required to deal with verbal aggression from staff on rare occasions.
Person Specification
Qualifications
Essential
- Educated to Post-graduate degree level in relevant area e.g Management Studies subject or equivalent level qualification or significant experience of working at a similar level in specialist area
- Further training or significant experience in project management, financial management
Knowledge and Experience
Essential
- Experience of NHS Complaints Management - ideally in primary care
- Experience of managing a team
- Significant experience of successfully operating in a politically sensitive environment
- Evidence of continued professional development
- Demonstrated experience of co-ordinating projects in complex and challenging environments
- Experience of managing risks and reporting
- Experience of drafting briefing papers and correspondence at senior management team level
Desirable
- Experience of monitoring budgets and business planning processes
- Understanding the public sector
- Demonstrated experience in a healthcare environment
- Comprehensive knowledge of project principles, techniques and tools, such as Prince 2 Foundation and Microsoft Project
Skills and Capabilities
Essential
- Being resilient in managing highly emotive situations with both staff and complainants on a regular basis
Communication Skills
Essential
- Clear communicator with excellent written and presentation skills; capable of constructing and delivering clear ideas and concepts concisely and accurately to a diverse and varied range of audiences consisting of internal and external stakeholders.
- Ability to prepare and produce concise yet insightful communications for dissemination to senior stakeholders and a broad range of stakeholders as required
Analytical Skills
Essential
- Ability to analyse very complex issues where material is conflicting and drawn from multiple sources
- Demonstrated capability to act upon incomplete information, using experience to make inferences and decision making
- Numerate and able to understand complex financial issues combined with deep analytical skills
- Experience of setting up and implementing internal processes and procedures
- Knowledge of financial systems eg monitoring budget management, processing invoices and procurement
Planning Skills
Essential
- Demonstrated capability to plan over short, medium and long term timeframes and adjust plans and resource requirements accordingly
- Experience of setting up and implementing internal processes and procedures
Autonomy/Freedom to Act
Essential
- Demonstrated capabilities to manage own workload and make informed decisions in the absence of required information, working to tight and often challenging timescales
Values and Behaviours
Essential
- Commitment to and focused on quality, promotes high standards in all they do
- Able to make a connection between their work and the benefit to patients and the public
- Consistently thinks about how their work can help and support clinicians and frontline staff deliver better outcomes for patients
- Values diversity and difference, operates with integrity and openness
- Works well with others, is positive and helpful, listens, involves, respects and learns from the contribution of others
- Consistently looks to improve what they do, look for successful tried and tested ways of working, and also seeks out innovation
- Actively develops themselves and supports others to do the same
Equality, Diversity and Inclusion
Essential
- Understanding of and commitment to equality of opportunity and good working relationships
Other
Essential
- An ability to maintain confidentiality and trust
- Adaptability, flexibility and ability to cope with uncertainty and change
Person Specification
Qualifications
Essential
- Educated to Post-graduate degree level in relevant area e.g Management Studies subject or equivalent level qualification or significant experience of working at a similar level in specialist area
- Further training or significant experience in project management, financial management
Knowledge and Experience
Essential
- Experience of NHS Complaints Management - ideally in primary care
- Experience of managing a team
- Significant experience of successfully operating in a politically sensitive environment
- Evidence of continued professional development
- Demonstrated experience of co-ordinating projects in complex and challenging environments
- Experience of managing risks and reporting
- Experience of drafting briefing papers and correspondence at senior management team level
Desirable
- Experience of monitoring budgets and business planning processes
- Understanding the public sector
- Demonstrated experience in a healthcare environment
- Comprehensive knowledge of project principles, techniques and tools, such as Prince 2 Foundation and Microsoft Project
Skills and Capabilities
Essential
- Being resilient in managing highly emotive situations with both staff and complainants on a regular basis
Communication Skills
Essential
- Clear communicator with excellent written and presentation skills; capable of constructing and delivering clear ideas and concepts concisely and accurately to a diverse and varied range of audiences consisting of internal and external stakeholders.
- Ability to prepare and produce concise yet insightful communications for dissemination to senior stakeholders and a broad range of stakeholders as required
Analytical Skills
Essential
- Ability to analyse very complex issues where material is conflicting and drawn from multiple sources
- Demonstrated capability to act upon incomplete information, using experience to make inferences and decision making
- Numerate and able to understand complex financial issues combined with deep analytical skills
- Experience of setting up and implementing internal processes and procedures
- Knowledge of financial systems eg monitoring budget management, processing invoices and procurement
Planning Skills
Essential
- Demonstrated capability to plan over short, medium and long term timeframes and adjust plans and resource requirements accordingly
- Experience of setting up and implementing internal processes and procedures
Autonomy/Freedom to Act
Essential
- Demonstrated capabilities to manage own workload and make informed decisions in the absence of required information, working to tight and often challenging timescales
Values and Behaviours
Essential
- Commitment to and focused on quality, promotes high standards in all they do
- Able to make a connection between their work and the benefit to patients and the public
- Consistently thinks about how their work can help and support clinicians and frontline staff deliver better outcomes for patients
- Values diversity and difference, operates with integrity and openness
- Works well with others, is positive and helpful, listens, involves, respects and learns from the contribution of others
- Consistently looks to improve what they do, look for successful tried and tested ways of working, and also seeks out innovation
- Actively develops themselves and supports others to do the same
Equality, Diversity and Inclusion
Essential
- Understanding of and commitment to equality of opportunity and good working relationships
Other
Essential
- An ability to maintain confidentiality and trust
- Adaptability, flexibility and ability to cope with uncertainty and change
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.
