Job summary
This is an excellent opportunity to take on a key clinical role in the delivery of the new Bromley All-Age Continuing Care (AACC) service. The role of the Appeals and Complaints Nurse Assessor will be a good fit for an individual with strong clinical skills, excellent knowledge of adults continuing care, adults services and for someone with an ability to drive forward change and improvements in a critical and complex area of work.
The role is a good fit for someone who can balance the needs of extremely vulnerable adults, their parent/carers and advocates with that of the best-practice clinical delivery of a statutory service.
Main duties of the job
This role will lead on the delivery of the Bromley All-Age Continuing Care (AACC) appeals and complaints function, with a key responsibility to lead and oversee:
- (i) the appeals and complaints processes and procedures within the AACC service, in liaison with the ICB's complaints function,
- (ii) the management of the local resolution panel for appeals and complaints,
- (iii) activity relating to AACC retrospective assessments and reviews, as required and (iv) AACC activity as this relates to the NHS England (NHSE) independent review panels and/or Parliamentary and Health Service or Local Government and Social Care Ombudsman decisions as required.
- Support and cover the delivery of the AACC duty function as and when required.
- Support with the delivery of contract management as and when required.
About us
The South East London Integrated Care System (ICS) brings together the health and care partners that serve our vibrant and highly diverse populations resident in the London boroughs of Bexley, Bromley, Greenwich, Lambeth, Lewisham and Greenwich - our Places.Our partnership brings together six local authorities, over 200 general practices (operating within 35 Primary Care Networks), Guy's and St Thomas' Hospital NHS FT, King's College Hospital NHS FT, Lewisham and Greenwich NHS Trust, South London and the Maudsley Mental Health FT and Oxleas FT. Importantly, the ICS seeks to be connected to the communities we serve (circa 1.92m residents) and work with the widest possible range of community, voluntary and third sector groups and organisations in each borough. The reach of our NHS provider portfolios extends beyond the borders of the ICS, across London, the south of England and nationally for some services.
Our vision for the ICS is a highly performing, sustainable system that looks after its staff, responds to its communities and takes action to reduce the inequalities they experience. As a new organisation we have developed a system development plan https://www.ourhealthiersel.nhs.uk/SDP-8-November-2021.pdf that outlines the way in which we seek to operate and the steps we will take to realise the full potential of our partnership.
Job description
Job responsibilities
Please see the attached job description and person specification for full details of the duties and the responsibilities of the role.
Job description
Job responsibilities
Please see the attached job description and person specification for full details of the duties and the responsibilities of the role.
Person Specification
Education / Qualifications
Essential
- Registered nurse on the Nursing and Midwifery Council (NMC) register supplemented by post graduate diploma specialist training, experience, short courses plus further specialist training to masters equivalent
- Experience of working as a nurse assessor or equivalent for continuing care (CC)/continuing healthcare (CHC)
- Excellent knowledge of continuing healthcare (CHC) guidance, policies and decision-making.
- Evidence of continued professional development
Experience
Essential
- Clinical experience working within the legislative and policy landscape of Continuing Care (CC) and Continuing Healthcare (CHC), with demonstrable clinical experience working on areas related to health and care delivery.
- Experience of best practice and relevant clinical appeals and complaints activity.
- Experience or a strong understanding of the policies, procedures and practices employed by clinicians and social workers to assess and review eligible clients in receipt of continuing healthcare and adult social care.
- Experience of providing excellent customer service in a public sector environment.
- Demonstrated experience of delivering best possible clinical outcomes for children, young people and/or adults eligible for care services
- Significant experience of effective work with children, young people and/or adult patients/service users, families and carers to deliver best possible clinical outcomes.
- Experience of managing and mitigating risks in a sensitive public sector type environment.
Desirable
- Experience in a clinical leadership or management role in a relevant health or care setting
- Experience of working with clinicians and/or within clinical settings to deliver excellent health outcomes for adults in care settings.
- Experience of working in the NHS and/or local authority at a relevant level.
- Experience of managing budgets and business planning processes
Experience continued
Essential
- Experience of successfully managing disputes between organisations or with clients and their families, including through recourse to legal avenues of redress where necessary.
- Experience of providing expert advice and/or training in relevant areas.
Desirable
- Experience of chairing complex meetings across multi-disciplinary teams.
Skills and Abilities
Essential
- Ability to provide and receive highly complex, sensitive and contentious information, to negotiate with senior stakeholders on challenging and controversial issues, and to present complex and sensitive information to large and/or influential groups.
- Ability to negotiate on difficult and controversial issues including performance and change.
- Ability to prepare clear concise written and verbal reports for a range of audiences, including senior managers.
- Ability to analyse complex issues where material is conflicting and drawn from multiple sources.
- Numerate and able to understand complex financial issues combined with deep analytical skills.
- Knowledge of Financial Systems e.g. monitoring budget management, processing invoices and procurement.
- Comprehensive knowledge of project principles, techniques and tools.
- Ability to Provide and receive highly complex, sensitive and contentious information and present complex and sensitive information to large groups and senior stakeholders
- Ability to prepare and produce concise communications for dissemination to a broad range of stakeholders as required.
- Demonstrated capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly.
Other
Essential
- Self-sufficient in word processing, email, spreadsheet, and access database usage
- Ability to work as part of a team and work flexibly to provide support to other departments and teams as and when necessary
- Ability to work autonomously while able to deal with an ambiguous and changing environment
- Ability to develop and interrogate databases and information systems
- Ability to communicate a vision and motivate others
Person Specification
Education / Qualifications
Essential
- Registered nurse on the Nursing and Midwifery Council (NMC) register supplemented by post graduate diploma specialist training, experience, short courses plus further specialist training to masters equivalent
- Experience of working as a nurse assessor or equivalent for continuing care (CC)/continuing healthcare (CHC)
- Excellent knowledge of continuing healthcare (CHC) guidance, policies and decision-making.
- Evidence of continued professional development
Experience
Essential
- Clinical experience working within the legislative and policy landscape of Continuing Care (CC) and Continuing Healthcare (CHC), with demonstrable clinical experience working on areas related to health and care delivery.
- Experience of best practice and relevant clinical appeals and complaints activity.
- Experience or a strong understanding of the policies, procedures and practices employed by clinicians and social workers to assess and review eligible clients in receipt of continuing healthcare and adult social care.
- Experience of providing excellent customer service in a public sector environment.
- Demonstrated experience of delivering best possible clinical outcomes for children, young people and/or adults eligible for care services
- Significant experience of effective work with children, young people and/or adult patients/service users, families and carers to deliver best possible clinical outcomes.
- Experience of managing and mitigating risks in a sensitive public sector type environment.
Desirable
- Experience in a clinical leadership or management role in a relevant health or care setting
- Experience of working with clinicians and/or within clinical settings to deliver excellent health outcomes for adults in care settings.
- Experience of working in the NHS and/or local authority at a relevant level.
- Experience of managing budgets and business planning processes
Experience continued
Essential
- Experience of successfully managing disputes between organisations or with clients and their families, including through recourse to legal avenues of redress where necessary.
- Experience of providing expert advice and/or training in relevant areas.
Desirable
- Experience of chairing complex meetings across multi-disciplinary teams.
Skills and Abilities
Essential
- Ability to provide and receive highly complex, sensitive and contentious information, to negotiate with senior stakeholders on challenging and controversial issues, and to present complex and sensitive information to large and/or influential groups.
- Ability to negotiate on difficult and controversial issues including performance and change.
- Ability to prepare clear concise written and verbal reports for a range of audiences, including senior managers.
- Ability to analyse complex issues where material is conflicting and drawn from multiple sources.
- Numerate and able to understand complex financial issues combined with deep analytical skills.
- Knowledge of Financial Systems e.g. monitoring budget management, processing invoices and procurement.
- Comprehensive knowledge of project principles, techniques and tools.
- Ability to Provide and receive highly complex, sensitive and contentious information and present complex and sensitive information to large groups and senior stakeholders
- Ability to prepare and produce concise communications for dissemination to a broad range of stakeholders as required.
- Demonstrated capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly.
Other
Essential
- Self-sufficient in word processing, email, spreadsheet, and access database usage
- Ability to work as part of a team and work flexibly to provide support to other departments and teams as and when necessary
- Ability to work autonomously while able to deal with an ambiguous and changing environment
- Ability to develop and interrogate databases and information systems
- Ability to communicate a vision and motivate others
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
