Job summary
The Complaints officer is a key part of the West Midlands Primary Care Complaints Team, which sits within the Office of the West Midlands and will have responsibility for supporting the Senior Complaints Officer to ensure effective operational delivery of the Complaints Service and supporting the ICBs proactive approach to listening and responding to patient and carer feedback.
Our behaviours: leading by example:
We prioritise patients in every decision we take.
We listen and learn.
We are evidence-based.
We are open and transparent.
We are inclusive.
We strive for improvement.
The job is suitable for individuals who have a passion for ensuring high quality service is provided to our patients and stakeholders. The individual should demonstrate that they have good attention to detail and is self-motivated and can work under significant pressure and work to demanding timescales.
Working with staff across the organisation as well as a range of external partners and stakeholders, the post-holder is responsible for ensuring the ICB meets all statutory requirements in relation to Complaints, and that a professional, reliable and accessible service is provided consistently across the organization.
Main duties of the job
As a Complaints Officer the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints.
The post holder is a key member of the team whose overarching goal is to enable, promote and support the effective use of data, information, knowledge and technology to improve, inform and support a portfolio of projects, services, and initiatives.
Please see attached Job Description.
About us
The Primary Care Complaints Team manage a caseload of formal complaints predominantly about 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 ICBs' Complaints Policy
The Team aspires to deliver ICBs' Quality Framework for Office of the West Midlands policy for Complaints Handling.
The Team works with both the complainant and the service provider to try to resolve all complaints satisfactorily.
The Team uses a complaints database 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 part of one organisation and works with the 6 ICB's to continuously improve the service provided including participating in a Peer Review process.
The Team will be part of positive and engaging relationships with key stakeholders including NHS England and the Parliamentary and Health Service Ombudsman and will also co-operate in either leading on, or being part of, multi-agency complaints.
Job description
Job responsibilities
People Management
Provide advice and support on own area of responsibility complaints handling.
Support training and induction of new staff in the complaints team.
Supervises administrative staff on their day to day activities
Participate in the recruitment processes of administrative staff
Information Management.
Be able to extract pre-arranged case management and performance reports from CRM to ensure effective day to day management of workflow.
Maintain CRM in contemporaneous and full manner.
Maintain administrative and information resources.
Contribute to effective information management within the team.
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 and ensure we meet our duty to uphold and promote equality.
Partnership and cross boundary working
To maintain positive working relationships with key stakeholders such as the Parliamentary and Health Service Ombudsman, Healthwatch and complaints advocacy services.
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 Directorate.
Using insight and evidence for improvement
To maximise the opportunity to learn from every complaint be it at practice level, ICB level or across the local (or even national) health economy.
Developing an excellent organisation
To ensure health, safety and wellbeing of all staff within the department.
To ensure compliance with all confidentiality and governance requirements within the department.
Research and Development:
Undertake auditing of projects, services and initiatives.
Carry out web based and publications research.
Actively supports and contributes to the development of key performance indicators for the successful assessment of performance.
Planning and Organisation:
Support implementation of project, service, initiative through timely and relevant information analysis and administrative support, in accordance with the agreed priorities of the team.
Organise meetings or events and assist in the diary management requirements of individuals in connection with portfolio of work.
Policy and Service Development:
Propose changes to own project, service, and initiative work, informing policy and making recommendations for more effective delivery.
Contribute to the review and development of existing project information management systems and contribute to the development of an integrated approach to project management.
Job description
Job responsibilities
People Management
Provide advice and support on own area of responsibility complaints handling.
Support training and induction of new staff in the complaints team.
Supervises administrative staff on their day to day activities
Participate in the recruitment processes of administrative staff
Information Management.
Be able to extract pre-arranged case management and performance reports from CRM to ensure effective day to day management of workflow.
Maintain CRM in contemporaneous and full manner.
Maintain administrative and information resources.
Contribute to effective information management within the team.
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 and ensure we meet our duty to uphold and promote equality.
Partnership and cross boundary working
To maintain positive working relationships with key stakeholders such as the Parliamentary and Health Service Ombudsman, Healthwatch and complaints advocacy services.
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 Directorate.
Using insight and evidence for improvement
To maximise the opportunity to learn from every complaint be it at practice level, ICB level or across the local (or even national) health economy.
Developing an excellent organisation
To ensure health, safety and wellbeing of all staff within the department.
To ensure compliance with all confidentiality and governance requirements within the department.
Research and Development:
Undertake auditing of projects, services and initiatives.
Carry out web based and publications research.
Actively supports and contributes to the development of key performance indicators for the successful assessment of performance.
Planning and Organisation:
Support implementation of project, service, initiative through timely and relevant information analysis and administrative support, in accordance with the agreed priorities of the team.
Organise meetings or events and assist in the diary management requirements of individuals in connection with portfolio of work.
Policy and Service Development:
Propose changes to own project, service, and initiative work, informing policy and making recommendations for more effective delivery.
Contribute to the review and development of existing project information management systems and contribute to the development of an integrated approach to project management.
Person Specification
assessment
Essential
- Experience of managing complaints in a healthcare environment. Familiarity with the NHS complaints regulations
- Excellent time management skills with the ability to re-prioritise.
Desirable
- Ability to pull together comprehensive draft reports, data and letters. Negotiating, networking and persuasive skills.
Person Specification
assessment
Essential
- Experience of managing complaints in a healthcare environment. Familiarity with the NHS complaints regulations
- Excellent time management skills with the ability to re-prioritise.
Desirable
- Ability to pull together comprehensive draft reports, data and letters. Negotiating, networking and persuasive skills.
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.
