Job summary
We are looking for an innovative and influential leader for this exciting opportunity in the Pals and Complaints team at the RBFT. The post holder will manage the complaints and PALS team in addition to being the Trust's expert source of practical and theoretical knowledge of complaints.They will be responsible for Trust-wide complaints training, will lead on the dissemination of lessons learned from PALs & complaints and will work closely with the Patient and Public Involvement teams to promote learning and service improvement across the organisation.
The post holder will join an experienced existing team and will also be part of the wider patient experience team bringing together their expert knowledge to develop our patient experience programme.
Main duties of the job
- To provide effective management and leadership to support the delivery and development of the trust complaints and PALs team and systems in conjunction with the Associate Chief Nurse for Patient Experience
- Proactively be the lead source of expertise on complaints regulations and handling, ensuring that any new regulations or processes are effectively communicated and embedded across the organisation.
- Lead a robust high quality training programme on complaints handling and investigation
- Analysis and identification of issues of concern arising from complaints, share areas of good practice, be aware of trends and make recommendations for remedial action.
- Ensure that lessons are learned from complaints through feedback to services, formal reports and trust-wide learning lessons, working closely with the serious incident reviewers where cross cutting themes emerge.
About us
The town of Reading sits on the River Thames and is served by great road and rail links to London, Oxford, and Southampton. With excellent leisure and shopping facilities, and a thriving cultural scene, Reading is a wonderful place to live, work, and play and provides excellent facilities for families, including some of the best state and private schools in the UK.
The CQC recently rated the care provided by The Royal Berkshire NHS Foundation Trust as good.
Our values; Compassionate, Aspirational, Resourceful, Excellent, reflect the type of Trust we aspire to be and you can join our dedicated and talented staff to make this happen.
Job description
Job responsibilities
Please see attached the links to a detailed job description and person specification, for further information relating to this post.
Job description
Job responsibilities
Please see attached the links to a detailed job description and person specification, for further information relating to this post.
Person Specification
Education/ Qualifications/ Training
Essential
- Evidence of personal development through formal courses and/or experience
- Leadership /Management course at degree level
Desirable
- Postgraduate management qualification or equivalent experience
Experience
Essential
- High level understanding of the essential principles and components of the NHS Complaints Procedure.
- Significant senior management experience in NHS Complaints handling.
- Significant experience of providing advice and support to staff during investigations.
- Significant experience of dealing with complainants and liaising with individuals and organisations acting on their behalf.
- Experience in delivering training.
Desirable
- Experience of working with people with mental health problems.
- Understanding the essential principles and components of legal protocols and procedures Knowledge of role of the Coroner.
- Experience of working to deadlines
Person Specification
Education/ Qualifications/ Training
Essential
- Evidence of personal development through formal courses and/or experience
- Leadership /Management course at degree level
Desirable
- Postgraduate management qualification or equivalent experience
Experience
Essential
- High level understanding of the essential principles and components of the NHS Complaints Procedure.
- Significant senior management experience in NHS Complaints handling.
- Significant experience of providing advice and support to staff during investigations.
- Significant experience of dealing with complainants and liaising with individuals and organisations acting on their behalf.
- Experience in delivering training.
Desirable
- Experience of working with people with mental health problems.
- Understanding the essential principles and components of legal protocols and procedures Knowledge of role of the Coroner.
- Experience of working to deadlines
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).
