Job summary
We are looking for a full time patient focused individual to join our friendly Complaints and Patient Liaison Team at Wexham Park Hospital.
If you have developed excellent customer care skills in a service industry setting, are experienced in dealing with service user or patient complaints or concerns and have an inquisitive mind and a passion for helping to improve NHS services, then this could be just the job for you!
Our complaints coordinators play a really important role in the organisation, ensuring complaints are investigated fairly and thoroughly and within clear timeframes, with the aim of resolving and responding to complaints wherever possible locally and promptly.
Working with clinical and operational teams to achieve resolutions, our coordinators manage the receipt of all complaints, liaising with patients and family members and working closely with senior clinical and operational teams to ensure all complaints are investigated well and that appropriate learnings and actions are put in place to help improve our services and the wider patient experience.
Main duties of the job
You will be the first port of call for patients or relatives who want to complain about the services or care they have received from our hospital, so it's incredibly important that you have the confidence and experience of talking to and helping service users when things may be difficult for them. Equally, you will need excellent investigatory and problem-solving skills, as well as excellent written skills as you will be drafting complaint responses on behalf of the Trust.
If you are a great problem solver, have an eye for detail and have excellent communication skills, we'd love to hear from you.
You must have excellent written and communication skills, together with proven experience in a customer and patient experience focused role. You must be organised and self-motivated and have the ability to work to tight deadlines. You will be committed to taking patient involvement forward, be innovative and have a positive "can do" attitude.
About us
Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. We have exciting times ahead of us. We have an ongoing commitment to improving the health and care services for the 900,000 people we serve across Berkshire, Hampshire, Surrey and south Buckinghamshire.
We are proud of the ambitions laid out in our strategy, Our Future FHFT, including our vision to be a leader in health & wellbeing, delivering excellence for our communities.
We continue to invest in our services and facilities, including a £10 million upgrade to the hospital maternity unit as well as £49m major new Emergency Assessment Centre on our Wexham Park site. The opening of a brand new £100m state of the art hospital which replaced the existing hospital facility at Heatherwood and are planning to invest further in diagnostics and inpatient capacity at Frimley Park.
We have made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR system which we are to reap the benefits of this ambitious investment.
Our threecore values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other,Committed to Excellence, Working Together and Facing the Future.
Job description
Job responsibilities
- To manage the receipt and handling of complaints ensuring that 100% of all complaints are acknowledged within three working days and a full response is sent within the agreed timescale.
- To support Managers in the investigation of complaints, ensuring all complainants issues are addressed.
- To prepare responses to complainants for the Chief Executive/Director of Nursing.
- To meet with complainants to discuss, clarify and resolve issues if necessary.
- To take notes and minutes at internal patient/complainant meetings.
- To ensure all Clinical Directors receive information on complaints within their directorates on a monthly basis.
- To audit changes in practice as a result of complaints.
- To attend external meetings on behalf of the Trust.
- To deal with and monitor informal/telephone complaints where issues are quickly resolved and record on the Datix database.
- To support the Trusts Complaints Lead and arrange Independent Reviews as required. To circulate the findings and recommendation to key stakeholders and ensure action plans are forwarded to Trust Board for approval.
- To act as the link for patients wishing to access their medical records.
- To conduct an annual survey of patients who have used the complaints procedure to assess satisfaction.
- To be involved in the ongoing education of staff to ensure all are aware of how to handle local complaints.
- To provide training for staff specifically regarding the NHS complaints procedure.
Job description
Job responsibilities
- To manage the receipt and handling of complaints ensuring that 100% of all complaints are acknowledged within three working days and a full response is sent within the agreed timescale.
- To support Managers in the investigation of complaints, ensuring all complainants issues are addressed.
- To prepare responses to complainants for the Chief Executive/Director of Nursing.
- To meet with complainants to discuss, clarify and resolve issues if necessary.
- To take notes and minutes at internal patient/complainant meetings.
- To ensure all Clinical Directors receive information on complaints within their directorates on a monthly basis.
- To audit changes in practice as a result of complaints.
- To attend external meetings on behalf of the Trust.
- To deal with and monitor informal/telephone complaints where issues are quickly resolved and record on the Datix database.
- To support the Trusts Complaints Lead and arrange Independent Reviews as required. To circulate the findings and recommendation to key stakeholders and ensure action plans are forwarded to Trust Board for approval.
- To act as the link for patients wishing to access their medical records.
- To conduct an annual survey of patients who have used the complaints procedure to assess satisfaction.
- To be involved in the ongoing education of staff to ensure all are aware of how to handle local complaints.
- To provide training for staff specifically regarding the NHS complaints procedure.
Person Specification
Qualifications
Essential
- Good standard of general education to O/GSCE level
- Computer Literate in Microsoft office, particularly Word and Excel.
- Competent use of email and internet
Desirable
- Knowledge of Databases
- Familiarity with Medical Terminology
- Knowledge of the NHS
- Knowledge of Complaints Procedures
Specific Competencies
Essential
- Able to evidence strong communication and negotiation skills, written and verbal
- Able to evidence skills that can influence and problem solve suggesting corrective actions
- Able to evidence ability to deal with difficult people in stressful situations
- Able to evidence logical reasoning and analytical skills
- Able to evidence working to deadlines, organised and self motivated
- Able to evidence managing a team
Desirable
- Experience of working in a customer care/service environment
- Experience in an administration/secretarial role
Person Specification
Qualifications
Essential
- Good standard of general education to O/GSCE level
- Computer Literate in Microsoft office, particularly Word and Excel.
- Competent use of email and internet
Desirable
- Knowledge of Databases
- Familiarity with Medical Terminology
- Knowledge of the NHS
- Knowledge of Complaints Procedures
Specific Competencies
Essential
- Able to evidence strong communication and negotiation skills, written and verbal
- Able to evidence skills that can influence and problem solve suggesting corrective actions
- Able to evidence ability to deal with difficult people in stressful situations
- Able to evidence logical reasoning and analytical skills
- Able to evidence working to deadlines, organised and self motivated
- Able to evidence managing a team
Desirable
- Experience of working in a customer care/service environment
- Experience in an administration/secretarial role
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.
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).
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.
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).
