Job summary
gtd healthcare is one of the largest NHS commissioned Primary and Urgent care providers in North West England. Based in Denton, Manchester, we have an excellent opportunity for a Senior Complaints Officer to join our growing Governance Team.
The Senior Complaints Officer
role is an interesting and diverse position that involves receiving and
responding to feedback andsupporting the complaints process by facilitating investigations and compiling high quality response letters, in line with the organisational standard.It requires
excellent analytical and writing skills and the ability to present complex
information in a clear format.
The successful candidate will have a high degree of interpersonal skills and experience of dealing with
people in challenging situations. They
will possess a high attention to detail and enjoy investigating and resolving
concerns whilst working with other professionals within and outside the Governance Team.
You will
have experience of working within a Complaints Team, have excellent
communication skills and be required to use numerous computerised systems such
as Ulysses and Microsoft Office systems.
This position is full time, 37.5 hours per week, Monday to Friday, hybrid working.
Please note, Interviews will be held on Tuesday 11th March 2025.
Main duties of the job
- Provide
support for the organisation in the delivery of the robust management of
complaints across the organisation.
- Facilitate
the complaints process for patients and staff working closely with the
Complaints Manager and the Head of Patient Experience & Inclusion.
- Act as an advisor on complaints handling, providing support, advice
and guidance to all levels of staff throughout the organisation.
- Be in regular contact with complainants, patients, staff and
external stakeholders to appropriately respond to complaints within agreed
timescales.
- Act in line with the organisational complaint
process and national NHS complaint standards.
- Facilitate effective, efficient and
confidential handling of complaints using discretion, initiative, tact and
diplomacy.
- Support the Governance Officers in the maintenance of the
administrative systems, maintaining the local risk management system (LRMS) and
assisting in the collation of reports.
About us
At gtd healthcare we believe we do things differently. Our not-for-profit ethos, with a drive to innovate care offers patients the best experience possible and a unique opportunity to transform services.
We are keen to develop and support staff to excel their career aspirations whilst making a positive difference to patients and the community. We put our people at the heart of everything we do. We are a values driven organisation and we are passionate about providing the best possible healthcare for our patients.
Benefits package
As an employee of gtd healthcare, you'll be able to take advantage of our benefits package, including:
- working for a values-driven organisation;
- Real living wage employer;
- access to Wagestream, which provides flexible and on-demand access to stream your pay during the month, in real-time, when picking-up extra shifts;
- 30 days annual leave, rising to 32 after five years of continuous service;
- flexible pension benefits including NHS pension scheme;
- flexible working hours and policies;
- family friendly and carer policies;
- opportunities to apply for innovation and quality awards;
- access to gtd healthcares wellbeing initiatives, which offer a wide range of tools and resources;
- gtd healthcare social and fun activities;
- cycle to work scheme.
Job description
Job responsibilities
- Comply with organisation policies and procedures.
- Under the direction of the complaints manager, support organisation-wide developments in as part of gtds overall framework for managing complaints.
- The post holder will be responsible for producing high quality written responses on behalf of the Chief Executive or their nominated officer, that are written or communicated in a way that patients and their families can understand and demonstrate that a thorough investigation has been carried out and lessons learned.
- Support the delivery of complaints training across the organisation.
- Contribute to the development and maintenance of information resources pertinent to complaints.
- Support and contribute towards the development and dissemination of policies, protocols and guidelines linked to complaints.
- Support the monitoring of compliance with policies and guidance linked to complaints, including the writing of reports to demonstrate findings from investigations, audits, risk assessments and other sources of information.
- Be a point of contact for staff on complaints related matters.
- Build and maintain good relationships with internal and external stakeholders including patients, staff, coroners office staff, solicitors, insurers, police, etc.
- Under direction of the complaints manager seek advice from external organisations, e.g. NHS England, NHS Resolution, the Information Commissioners Office, gtds legal support line, etc.
- Support the development and maintenance of the organisations manual and electronic systems for managing complaints.
- Contribute to the effective integration of complaints with other quality, governance, and assurance initiatives.
- Act as a complaints representative at relevant meetings providing two-way feedback as agreed with complaints manager.
- Support the provision and receipt of complex, contentious and sensitive information relating to complaints and staff performance concerns.
- With support from complaints manager, lead on the investigation and management of lower risk incidents, i.e. incidents rated below moderate.
- Support the investigation and management of moderate and above incidents.
- Support the monitoring of actions identified as a result of investigations are monitored for progress of implementation and reviewed for effectiveness.
- Provide support in the management of incidents related to zero tolerance.
- Be expected to use own initiative and act independently.
- Obtain clinical notes from clinical systems to assist with requests for information and internal investigations.
- To support the administration of organisational meetings, assisting with:
- Meeting arrangements;
- The preparation of agendas and accompanying documents;
- The facilitation of meetings;
- The production of accurate and concise minutes and action logs;
- The dissemination of meeting materials.
- Use the local risk management system (LRMS) to generate reports.
Governance Team:
- Provide administrative support for all members of the governance management team, including diary management and setting up meetings.
- Support the Head of Patient Experience & Inclusion and Complaints Manager in the training of new governance team staff.
- Deputise and provide cover for all members of the Governance Team as appropriate to ensure the continuation of relevant governance functions.
- Liaise and seek support from other members of the governance management team as necessary.
- Direct shared email inbox queries to the relevant person and/or team.
- Contribute to the effectiveness of the team by reflecting on own and teams activities and making suggestions on ways to improve and enhance the teams performance.
Other duties:
- Any other duties, as agreed with the line manager to meet the needs of the organisation. This may include travel to other sites within the organisation.
Job description
Job responsibilities
- Comply with organisation policies and procedures.
- Under the direction of the complaints manager, support organisation-wide developments in as part of gtds overall framework for managing complaints.
- The post holder will be responsible for producing high quality written responses on behalf of the Chief Executive or their nominated officer, that are written or communicated in a way that patients and their families can understand and demonstrate that a thorough investigation has been carried out and lessons learned.
- Support the delivery of complaints training across the organisation.
- Contribute to the development and maintenance of information resources pertinent to complaints.
- Support and contribute towards the development and dissemination of policies, protocols and guidelines linked to complaints.
- Support the monitoring of compliance with policies and guidance linked to complaints, including the writing of reports to demonstrate findings from investigations, audits, risk assessments and other sources of information.
- Be a point of contact for staff on complaints related matters.
- Build and maintain good relationships with internal and external stakeholders including patients, staff, coroners office staff, solicitors, insurers, police, etc.
- Under direction of the complaints manager seek advice from external organisations, e.g. NHS England, NHS Resolution, the Information Commissioners Office, gtds legal support line, etc.
- Support the development and maintenance of the organisations manual and electronic systems for managing complaints.
- Contribute to the effective integration of complaints with other quality, governance, and assurance initiatives.
- Act as a complaints representative at relevant meetings providing two-way feedback as agreed with complaints manager.
- Support the provision and receipt of complex, contentious and sensitive information relating to complaints and staff performance concerns.
- With support from complaints manager, lead on the investigation and management of lower risk incidents, i.e. incidents rated below moderate.
- Support the investigation and management of moderate and above incidents.
- Support the monitoring of actions identified as a result of investigations are monitored for progress of implementation and reviewed for effectiveness.
- Provide support in the management of incidents related to zero tolerance.
- Be expected to use own initiative and act independently.
- Obtain clinical notes from clinical systems to assist with requests for information and internal investigations.
- To support the administration of organisational meetings, assisting with:
- Meeting arrangements;
- The preparation of agendas and accompanying documents;
- The facilitation of meetings;
- The production of accurate and concise minutes and action logs;
- The dissemination of meeting materials.
- Use the local risk management system (LRMS) to generate reports.
Governance Team:
- Provide administrative support for all members of the governance management team, including diary management and setting up meetings.
- Support the Head of Patient Experience & Inclusion and Complaints Manager in the training of new governance team staff.
- Deputise and provide cover for all members of the Governance Team as appropriate to ensure the continuation of relevant governance functions.
- Liaise and seek support from other members of the governance management team as necessary.
- Direct shared email inbox queries to the relevant person and/or team.
- Contribute to the effectiveness of the team by reflecting on own and teams activities and making suggestions on ways to improve and enhance the teams performance.
Other duties:
- Any other duties, as agreed with the line manager to meet the needs of the organisation. This may include travel to other sites within the organisation.
Person Specification
Skills and attributes
Essential
- Ability to use own initiative.
- Ability to communicate clearly and use excellent interpersonal skills.
- Ability to build and maintain professional relationships.
- Ability to prioritise workload and manage deadlines.
- Ability to work and remain calm under pressure.
- Ability to demonstrate attention to detail and ability to work to a high specification of accuracy.
- Able to work as part of a team and independently.
- Enthusiastic and committed.
- Able and willing to work flexibly to meet service need.
- Ability to travel occasionally across Greater Manchester, Merseyside and Lancashire.
Desirable
- Holds an EU/UK driving license.
Experience
Essential
- Knowledge and understanding of the NHS and the broader health system.
- Experience of dealing with people in challenging circumstances.
- Understanding of governance.
- Experience of dealing with complaints.
- Experience in analysing complex written material and identifying and summarising key issues.
- Experience of contributing to and producing reports.
- IT experience including use of the internet, databases and MS Office.
- Experience of dealing with external organisations.
- Experience of writing reports and letters
- Experience of handling and processing confidential information
Desirable
- Experience of working in a healthcare environment.
- Experience of working in a governance role.
- Experience of delivering training.
Qualifications
Essential
- Evidence of continuing personal and professional learning & development.
- Educated to A level or equivalent.
Desirable
- Educated to degree level or equivalent relevant experience.
Organisational Values
Essential
- Ensure the organisations values are embedded within all core activity so that everyone meets our values within their day-to-day work.
Person Specification
Skills and attributes
Essential
- Ability to use own initiative.
- Ability to communicate clearly and use excellent interpersonal skills.
- Ability to build and maintain professional relationships.
- Ability to prioritise workload and manage deadlines.
- Ability to work and remain calm under pressure.
- Ability to demonstrate attention to detail and ability to work to a high specification of accuracy.
- Able to work as part of a team and independently.
- Enthusiastic and committed.
- Able and willing to work flexibly to meet service need.
- Ability to travel occasionally across Greater Manchester, Merseyside and Lancashire.
Desirable
- Holds an EU/UK driving license.
Experience
Essential
- Knowledge and understanding of the NHS and the broader health system.
- Experience of dealing with people in challenging circumstances.
- Understanding of governance.
- Experience of dealing with complaints.
- Experience in analysing complex written material and identifying and summarising key issues.
- Experience of contributing to and producing reports.
- IT experience including use of the internet, databases and MS Office.
- Experience of dealing with external organisations.
- Experience of writing reports and letters
- Experience of handling and processing confidential information
Desirable
- Experience of working in a healthcare environment.
- Experience of working in a governance role.
- Experience of delivering training.
Qualifications
Essential
- Evidence of continuing personal and professional learning & development.
- Educated to A level or equivalent.
Desirable
- Educated to degree level or equivalent relevant experience.
Organisational Values
Essential
- Ensure the organisations values are embedded within all core activity so that everyone meets our values within their day-to-day work.
