Job summary
The Head of Complaints role is an exciting opportunity to join a forward thinking team which is part of the newly formed Office of the West Midlands working in partnership with all 6 ICBs in the West Midlands.
The NHS Long Term Plan focuses on delivering integrated care to patients at the local level and we can best support the NHS to deliver this as a single integrated organisation.
Our developing operating model is supporting local health systems through our integrated commissioning team who play a leadership role in the geographies they support.
Our ICBs are jointly committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities.
Main duties of the job
As a Head of Complaints, the post holder will lead and work as part of a dynamic team in delivering an effective service supporting managers and staff across the West Midlands; embedding a culture of learning from complaints.
The Head of Complaints will liaise with key stakeholders including the regional Head of Complaints and West Midlands peers.
The post holder will actively contribute to forums where complaints and patient experience is prioritised.
The role supports the business in driving transformation as well as value for money in planning, commissioning and service provision.
The role is designed to build a combination of subject matter expertise and technical skills to develop a strong complaint service delivery function.
About us
The Office of the West Midlands is hosted by Birmingham and Solihull ICB which forms part of Birmingham and Solihull Integrated Care System brings together local NHS, councils and voluntary, community and faith sectors to better serve our communities. With a population of circa 1.55 million, our vision is for BSOL to be the healthiest place to live and work, driving equity in life chances and health outcomes for everyone. For an chance to be part of the fantastic opportunity we have as an Integrated Care System, apply for this role today.
As a member of our system you will actively demonstrate system values in all that you do. You will be driven to address health inequalities and create an environment that is inclusive for all people.
In return NHS Birmingham and Solihull can offer you the opportunity to thrive and develop in a team that is supportive, ambitious and inclusive. You will have plenty of opportunities to build your skills and experience, with a chance to work with colleagues across our five Provider Trusts, two Local Authorities, voluntary organisations, Integrated Care Board (ICB) and NHS England to truly effect change and add value.
We know that diversity fosters creativity and innovation and are committed to challenging discrimination, promoting equality of opportunity for all, being a fair and inclusive employer, and creating a place of work in which all of us feel we belong.
Job description
Job responsibilities
The Office of the West Midlands Complaints Team manages a caseload of formal complaints for primary care health services, (as the commissioner of those services).
- The Team is responsible for ensuring compliance with the Local Authority Social Services and NHS Complaints Regulations 2009 and working within NHS Englands Complaints Policy
- The Team aspires to deliver NHS Englands Quality Framework for Complaints Handling
- The Team works with both the complainant and the service provider to try to resolve all complaints satisfactorily
- The Team uses the CRM complaints management system, in a contemporaneous manner to permit case and performance management reporting and also learning from themes and trends arising in complaints
- The Team works together to ensure a timely, yet quality response is provided to the complainant
- The Team is responsible for ensuring proactive and regular communication occurs with the complainant and service provider
- The Team recognises it is hosted by BSOL on behalf of all 6 WM ICBs and works with the NHSE regional team to continuously improve the service provided including participating in Peer Review processes
- The Team will be part of positive and engaging relationships with key stakeholders including Primary Care Networks / ICS / and the Parliamentary and Health Service Ombudsman and will also co-operate in either leading on, or being part of, multi-agency complaints
The ICB is committed to having a workforce which is representative of the population of Birmingham and Solihull. Our current staffing profile demonstrates that we are not as representative as we would like to be at this level within the organisation. We would actively welcome applications from males for this role.
The ICB is registered as a Disability Confident Employer. We actively welcome applications from applicants with a disability and commit to shortlisting all such suitable applicants who meet the essential criteria for an interview. Please let us know of any reasonable adjustments you require in order to participate in the recruitment process.
Job description
Job responsibilities
The Office of the West Midlands Complaints Team manages a caseload of formal complaints for primary care health services, (as the commissioner of those services).
- The Team is responsible for ensuring compliance with the Local Authority Social Services and NHS Complaints Regulations 2009 and working within NHS Englands Complaints Policy
- The Team aspires to deliver NHS Englands Quality Framework for Complaints Handling
- The Team works with both the complainant and the service provider to try to resolve all complaints satisfactorily
- The Team uses the CRM complaints management system, in a contemporaneous manner to permit case and performance management reporting and also learning from themes and trends arising in complaints
- The Team works together to ensure a timely, yet quality response is provided to the complainant
- The Team is responsible for ensuring proactive and regular communication occurs with the complainant and service provider
- The Team recognises it is hosted by BSOL on behalf of all 6 WM ICBs and works with the NHSE regional team to continuously improve the service provided including participating in Peer Review processes
- The Team will be part of positive and engaging relationships with key stakeholders including Primary Care Networks / ICS / and the Parliamentary and Health Service Ombudsman and will also co-operate in either leading on, or being part of, multi-agency complaints
The ICB is committed to having a workforce which is representative of the population of Birmingham and Solihull. Our current staffing profile demonstrates that we are not as representative as we would like to be at this level within the organisation. We would actively welcome applications from males for this role.
The ICB is registered as a Disability Confident Employer. We actively welcome applications from applicants with a disability and commit to shortlisting all such suitable applicants who meet the essential criteria for an interview. Please let us know of any reasonable adjustments you require in order to participate in the recruitment process.
Person Specification
Educated to degree level of equivalent
Essential
Highly developed communication skills
Essential
Statutory requirements in complaints
Essential
Service delivery experience - budgets, management
Essential
Understanding of Healthcare policy
Essential
Person Specification
Educated to degree level of equivalent
Essential
Highly developed communication skills
Essential
Statutory requirements in complaints
Essential
Service delivery experience - budgets, management
Essential
Understanding of Healthcare policy
Essential
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.
