Job summary
The postholder is required to work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints, MP/Councillor enquiries, FOI requests, enquiries and concerns.
Main duties of the job
The postholder is required to manage a range of matters coming into the ICB via a single point of contact email inbox:
Complaints
The Enquiries and Experience Officer will manage a caseload of complaints from the point of receipt to resolution.
MP/Councillor enquiries, FOI requests, enquiries and concerns
In addition to complaints, to be responsible for the effective day to day management of MP/Councillor enquiries, FOI requests, enquiries and concerns and to oversee the team in ensuring all contacts are reviewed and investigated/responded to appropriately following the relevant policy and procedures and within the set timeframe
Develop and maintain robust systems for data management using appropriate IT and electronic filing systems, for ease of collation, manipulation and analysis, presentation, reporting and action plan generation.
Identify themes and trends from FOI requests and develop ad maintain the online Publication Scheme to ensure regularly requested information is readily available.
To support the Enquiries and Experience Manager with policy reviews and updates.
In addition, the Enquiries and Experience Officer will provide direct support to and will deputise for the Enquiries and Experience Manager as and when needed.
About us
The Bedfordshire, Luton and Milton Keynes (BLMK) Integrated Care Board (ICB) serves the people of BLMK, bringing together health and care and wider public sector and VCSE partners to support and improve our resident's wellbeing. The employees of the BLMK ICB work as part of the BLMK Integrate Care System, in particular working with the NHS and social care and underpinned by relationships across our wider public sector and voluntary, community and social enterprise organisations.
Our aim is simple. We want everyone in our towns, villages and communities to live a longer, healthier life.
By working together with local people, the Integrated Care System can achieve this through:
- improving the health of the population
- reducing inequalities between different groups
- improving the effectiveness of our services
- contributing towards social economic developmen
Every role within the ICB has a line of sight to improving the wellbeing of our population.
Job description
Job responsibilities
The postholder is required to manage a range of matters coming into the ICB via a single point of contact email inbox:
Complaints
The Enquiries and Experience Officer will manage a caseload of complaints from the point of receipt to resolution. This will include:
1. Liaising with the complainant and offering them a discussion on the handling of their complaint2. Being the named contact for the complainant throughout the complaints process keeping them updated proactively3. Liaising with the provider(s) and securing their full and detailed investigation/response in a time frame in keeping with key performance indicators4. Ensuring that the response from the provider(s) addresses all of the issues raised in the complaint and is presented in a format suitable to share with the complainant5. Managing the complexity of issues across consent, safeguarding and patient safety arising in complaints escalating to the Enquiries and Experience Manager as and when required6. Ensure all complaints within their own caseload are accurately and contemporaneously documented on CRM including any activity pertaining to the complaint (emails, calls, documents etc)7. Preparing appropriate and well written responses for sign off by the relevant Executive.8. Support the Enquiries and Experience Manager to create informative, accurate reporting to support the organisation to identify themes and trends, potential service improvements, outcomes and drivers for change9. Be able to constantly re-prioritise in the face of fluctuating volumes of work and be resilient in difficult and/or sensitive situations involving conflict, bereavement and challenge10.Negotiate with all parties to ensure that the lead on multi-agency complaints is proportional and appropriate11.Support the Enquiries and Experience Manager in maintaining key relationships with stakeholders such as NHSE, PHSO, neighbouring ICBs, Healthwatch and Complaints Advocacy providers.
The post holder may be required to attend face to face meetings on and off site with patients, complainants and providers in order to facilitate local resolution. This could be at any stage of the process.
Job description
Job responsibilities
The postholder is required to manage a range of matters coming into the ICB via a single point of contact email inbox:
Complaints
The Enquiries and Experience Officer will manage a caseload of complaints from the point of receipt to resolution. This will include:
1. Liaising with the complainant and offering them a discussion on the handling of their complaint2. Being the named contact for the complainant throughout the complaints process keeping them updated proactively3. Liaising with the provider(s) and securing their full and detailed investigation/response in a time frame in keeping with key performance indicators4. Ensuring that the response from the provider(s) addresses all of the issues raised in the complaint and is presented in a format suitable to share with the complainant5. Managing the complexity of issues across consent, safeguarding and patient safety arising in complaints escalating to the Enquiries and Experience Manager as and when required6. Ensure all complaints within their own caseload are accurately and contemporaneously documented on CRM including any activity pertaining to the complaint (emails, calls, documents etc)7. Preparing appropriate and well written responses for sign off by the relevant Executive.8. Support the Enquiries and Experience Manager to create informative, accurate reporting to support the organisation to identify themes and trends, potential service improvements, outcomes and drivers for change9. Be able to constantly re-prioritise in the face of fluctuating volumes of work and be resilient in difficult and/or sensitive situations involving conflict, bereavement and challenge10.Negotiate with all parties to ensure that the lead on multi-agency complaints is proportional and appropriate11.Support the Enquiries and Experience Manager in maintaining key relationships with stakeholders such as NHSE, PHSO, neighbouring ICBs, Healthwatch and Complaints Advocacy providers.
The post holder may be required to attend face to face meetings on and off site with patients, complainants and providers in order to facilitate local resolution. This could be at any stage of the process.
Person Specification
Essential
Essential
- Experience of managing complaints in a healthcare environment. Familiarity with the NHS complaints regulations
Person Specification
Essential
Essential
- Experience of managing complaints in a healthcare environment. Familiarity with the NHS complaints regulations
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.
