Job summary
As part of a centralised Patient Advice and Complaints
team, our Complaints Investigators manage and investigate a number of often
complex complaints across all of Barnsley Hospitals services.
As a Complaints Investigator you will be responsible for
continual high quality communication with service users and their families
whilst liaising with clinical and non-clinical staff at all levels of the Trust
to investigate events and identify relevant learning and actions. You will be
responsible for ensuring that all complaints are handled in accordance with the
NHS Complaints Regulations and the Complaints Standard Framework. The role also
includes line management of a Caseload Officer.
This role would suit someone with a background of
complaints handling/investigation or extensive experience of working at a
senior level in customer service. You will require the ability to question and
challenge clinical information and facts, and analyse information in a reasoned
and structured work. You will require excellent organisational skills, and the
ability to work in a high-pressure environment whilst handling a number of
competing deadlines.
The interview date for this role will be: TBC
Main duties of the job
To be responsible for investigating a caseload of complaints
that occur within the Trust working collaboratively with the Clinical Business
Units to ensure learning and actions are effectively implemented.
Work collaboratively with the Patient Advice &
Complaints Manager, Complaint Investigator(s) and CBU leads to complete
detailed investigations into complaints, this will include complex and high
risk complaints.
Ensure each complaint is investigated appropriately, root
causes and lessons learned are identified and that SMART action plans are
devised and implemented
Critically assess the findings from complaint
investigations and be able to diplomatically challenge staff regarding their
statements/conclusions.
Ensure the findings of complaint investigations are given
to the complainants and staff receive outcome feedback.
Ensure investigations are completed in a timely manner in
line with the Trusts key performance indicators.
Monitor the quality and timeliness of complaint
investigations and ensure there is escalation of delays or quality issues to
the Patient Advice & Complaints Manager.
You will be required to ensure that there is accurate and
timely recording of complaints data via the Datix system and will be required
to work collaboratively with the wider team to ensure that all reporting
deadlines are achieved.
Support wider quality and improvement initiatives relating to complaint
outcomes, including training, audit and policy/procedure development
About us
Please note that the Trust reserves the right to close a
position early.
Barnsley Hospital NHS Foundation Trust is a high performing
Trust achieving a Good rating in our most recent Care Quality Commission
(CQC) assessment and achieving significant progress in the delivery of our
strategic objectives. We are proud of the commitment of our staff to ensuring a
strong and sustainable future for this organisation which is highly valued by
our local communities.
There has never been a better time to join Barnsley Hospital. It
is moving at pace and a we can do this attitude is evident right through the
organisation, where staff are engaged for change and committed to being part of
the journey to sustainability and growth.
Barnsley Hospital NHS Foundation Trust is committed to promoting
equality of opportunity and fair treatment to all applicants regardless of race,
nationality, ethnic origin, gender, marital status, mental or physical
disability, religion or belief, sexual orientation, age or offending history.
The cost of the DBS (criminal records check)
for Band 6 and above roles only will be met by the successful candidate(s)
through salary deduction.
Certificates of Sponsorship
For individuals who may
require sponsorship under the skilled worker or health & care visa route please use the link attached to this advert to check your eligibility.
**Please
note funding for travel and associated relocation costs may not be covered by
the Trust**
Please
see further details below.
Job description
Job responsibilities
Job Description for Complaints Investigator
Please refer to the attached
Job Description and Person Specification for full details of the role and
responsibilities.
Supporting
Documents
Please refer to the
values-based recruitment guidance and associated documentation.
Job description
Job responsibilities
Job Description for Complaints Investigator
Please refer to the attached
Job Description and Person Specification for full details of the role and
responsibilities.
Supporting
Documents
Please refer to the
values-based recruitment guidance and associated documentation.
Person Specification
Experience
Essential
- Significant experience in project management and/or customer complaints handling
- Experience of complaint investigations
- Experience of undertaking complex investigations and producing high quality reports
- Previous NHS experience
Desirable
- Experience of undertaking serious incident investigations
Qualifications
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.
Desirable
- Evidence of a commitment to continuing learning
- Professional registration
- Recognised management or leadership training or equivalent
Knowledge and Awareness
Essential
- Knowledge of clinical risk issues
- Knowledge of the NHS complaints procedure and legislation
- Understanding of the principles of root cause analysis techniques
Skills and Abilities
Essential
- Ability to produce written reports to a high standard
- Ability to communicate complex information and work with staff at all levels of the organisation
- Ability to work to tight deadlines often with competing demands
- Able to prioritise and work in a methodical manner
- Able to work independently
- Attention to detail
- Proficient in the use of Microsoft packages
- Advanced keyboard skills
- Negotiation and influencing skills
- Ability to challenge when necessary
- Ability to separate facts from disputed events and obtain evidence to support the findings
Trust Values
Essential
- In around 100 words please describe what Equality & Diversity means to you and why they are important.
- In around 100 words please describe an example of where you have helped to improve the service of a department.
Personal Attributes
Essential
- Ability to deal with frequent exposure to highly distressing and emotional circumstances and to determine facts in highly sensitive situations
Person Specification
Experience
Essential
- Significant experience in project management and/or customer complaints handling
- Experience of complaint investigations
- Experience of undertaking complex investigations and producing high quality reports
- Previous NHS experience
Desirable
- Experience of undertaking serious incident investigations
Qualifications
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.
Desirable
- Evidence of a commitment to continuing learning
- Professional registration
- Recognised management or leadership training or equivalent
Knowledge and Awareness
Essential
- Knowledge of clinical risk issues
- Knowledge of the NHS complaints procedure and legislation
- Understanding of the principles of root cause analysis techniques
Skills and Abilities
Essential
- Ability to produce written reports to a high standard
- Ability to communicate complex information and work with staff at all levels of the organisation
- Ability to work to tight deadlines often with competing demands
- Able to prioritise and work in a methodical manner
- Able to work independently
- Attention to detail
- Proficient in the use of Microsoft packages
- Advanced keyboard skills
- Negotiation and influencing skills
- Ability to challenge when necessary
- Ability to separate facts from disputed events and obtain evidence to support the findings
Trust Values
Essential
- In around 100 words please describe what Equality & Diversity means to you and why they are important.
- In around 100 words please describe an example of where you have helped to improve the service of a department.
Personal Attributes
Essential
- Ability to deal with frequent exposure to highly distressing and emotional circumstances and to determine facts in highly sensitive situations
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).
