Job summary
An individual who has experience managing service quality delivery and complaints in line with the complaint regulations. This person must ensure at all times they support patients, their families and organisations in relation to their experiences within NHS services whilst at the same time delivering a matrix service delivery model to a range of SCW customers. The post holder will require good written, communications skills and comprehensive team working ethos.
Main duties of the job
The SCW Quality and Complaints Manager role has two key focuses:
- Complaints and incident management, including sharing and implementation of learning gained from these for SCW and SCW customers.
- Supporting the development and delivery of wider CNS clinical quality service offer.
The role will be expected to matrix work as appropriate with colleagues as part of a multi-disciplinary team (MDT) across clinical services, wider SCW and customers that includes information governance, clinical effectiveness and clinical implementation policy (CPI), continuing healthcare team, finance and business intelligence, working coherently together to meet our customer and population needs. The post holder will build excellent working relationships with key stakeholders, conducting themselves in accordance with SCW organisational principles and values at all times.
About us
We are aspiring to be the support and transformation service of choice in activities relating to health, wellbeing and care. This builds on our core values and it is important that we add value for our customers and the system. This will enable SCW to grow and have the most impact, and, in so doing, offers our people interesting work and rewarding careers.
Job description
Job responsibilities
Key Responsibilities
- To ensure that SCW and our customers meet their statutory requirements in respect of complaints and incident management.
- To ensure incident and complaints are investigated thoroughly and to a high standard.
- In conjunction with others in the SCW Quality, PALS and complaints team provide regular joint reports to appropriate clinical governance meetings and decision boards identifying trends in complaints and incidents recommending appropriate actions and ensuring these have taken place.
- Contributing to the development and delivery of SCWs quality service offer.
Job description
Job responsibilities
Key Responsibilities
- To ensure that SCW and our customers meet their statutory requirements in respect of complaints and incident management.
- To ensure incident and complaints are investigated thoroughly and to a high standard.
- In conjunction with others in the SCW Quality, PALS and complaints team provide regular joint reports to appropriate clinical governance meetings and decision boards identifying trends in complaints and incidents recommending appropriate actions and ensuring these have taken place.
- Contributing to the development and delivery of SCWs quality service offer.
Person Specification
Values & Behaviours
Essential
- Patient First - Customer Excellence, Aspirational, Collaborative, Insightful, Respectful
Knowledge & Experience
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area, Relevant operational management experience. Experience of complaints and incident management. Significant experience of working in a health, social care of voluntary/community sector background. Experience of delivering training or presentations to large groups of people
Communication Skills
Essential
- High level of communications skills; ability to communicate clearly in speech and writing and pitch according to audience and purpose. Ability to positively manage conflict and to deliver unwelcome or bad news. Excellent people/customer care skills, including an impeccable telephone manner. Ability to positively represent the CCG to patients and external organisations at a high level and on a one to one basis
Other
Essential
- Able to work on own initiative, organising and prioritising own workload to set deadlines. Understanding of and commitment to equality of opportunity and good working relationships. Excellent customer service skills; An ability to maintain confidentiality and trust. Good time keeping. Flexible approach to work.
Person Specification
Values & Behaviours
Essential
- Patient First - Customer Excellence, Aspirational, Collaborative, Insightful, Respectful
Knowledge & Experience
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area, Relevant operational management experience. Experience of complaints and incident management. Significant experience of working in a health, social care of voluntary/community sector background. Experience of delivering training or presentations to large groups of people
Communication Skills
Essential
- High level of communications skills; ability to communicate clearly in speech and writing and pitch according to audience and purpose. Ability to positively manage conflict and to deliver unwelcome or bad news. Excellent people/customer care skills, including an impeccable telephone manner. Ability to positively represent the CCG to patients and external organisations at a high level and on a one to one basis
Other
Essential
- Able to work on own initiative, organising and prioritising own workload to set deadlines. Understanding of and commitment to equality of opportunity and good working relationships. Excellent customer service skills; An ability to maintain confidentiality and trust. Good time keeping. Flexible approach to work.
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
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