Job summary
Do you want to help improve the quality and safety of healthcare services, and the experiences of patients and carers?
Guy's and St Thomas' is looking to appoint 4 new people to join our patient resolution service.
Our Patient Resolution Officers will be based in the Clinical Group, working directly with directorate teams and services. Post holders will be expected to work collaboratively with other Complaints Officers across the clinical groups. They will work closely with the Trust's corporate Patient Resolution Team, who will support with expert advice on the handling of complaints and patient concerns, as required.
Our Patient Resolution Officers will be caring, empathetic and proactive in liaising with patients and services to address concerns, as they come in, and will identify and monitor problem trends, to support learning and improvement. The Patient Resolution Officers will support timely resolution, ensuring people who raise concerns have been heard and understood, and feel that that their complaint has made a difference reflecting the Parliamentary and Health Service Ombudsman's user-led vision.
Main duties of the job
Main duties will include:
Managing complaints for the clinical groups including:
o patient (complainant) and clinical liaison
o updating the Trust's complaints management system, Radar
o Providing complaint handling and remedial action advice
o Support the development of improved complaints handling processes, as appropriate
Facilitating an investigation outcome including;
o Drafting responses to complainants
o Support review of drafts within the clinical
o Coordination of complaint responses
o group
Reporting and sharing learning;
o Analyse & interpret data, including trends and themes and compile reports
o Ensure learning is shared, and promote with the directorates ways to prevent recurrence
Supporting staff;
o Support staff to understand the importance of timely responses to concerns raised
o Identify training needs and where appropriate provide it
About us
The successful candidates will work within ISM, Cancer and Surgery, Evelina Womens Clinical Group pending discussion prior to appointment.
Guy's and St Thomas' NHS Foundation Trust comprises five of the UK's best-known hospitals - Guy's, St Thomas', Evelina London Children's Hospital, Royal Brompton and Harefield - as well as community services in Lambeth and Southwark, all with a long history of high-quality care, clinical excellence, research and innovation.
We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients.
Our values
Our values help us to define and develop our culture, what we do and how we do it. It is important that we all understand and reflect these values in our work. Caring - Ambitious - Inclusive
Our values and behaviours framework describe what it means for every one of us in the Trust to put our values into action. The framework can be found on our Trust jobs pages and our intranet.
Job description
Job responsibilities
Please refer to Job Description and Personal Specification for detailed job description and main responsibilities.
Job description
Job responsibilities
Please refer to Job Description and Personal Specification for detailed job description and main responsibilities.
Person Specification
Education/Qualifications
Essential
- Graduate level of education, or equivalent experience working in a relevant specialist area.
- Professional qualifications or specialist knowledge of NHS policies and procedures to post graduate diploma level or equivalent experience.
Desirable
- Relevant training, e.g counselling skills
Previous Experience
Essential
- Previous NHS complaints management experience or experience leading on investigation
- Detailed knowledge and understanding of the Local Authority Social Services and National Health Complaints (England) Regulations 2009.
- Experience of producing written material to a high standard.
- Experience with a complaints management database and the exporting and analysis of data.
- Experience of working in a pressurised environment.
Skills
Essential
- Excellent interpersonal skills with an ability to work with people in stressful situations.
- Experienced in managing distressed/ angry complainants and staff
- Able to use own judgement to analyse and interpret data, including clinical records, and use relevant reports and legislation to achieve an evidenced based outcome
- Ability to communicate complex and/or contentious information clearly, accurately and accessibly both orally and in writing.
- Ability to use initiative, work with minimal supervision and good organisational skills to prioritise a complex and varied workload.
- Ability to maintain absolute confidentiality both inside and outside the Trust.
- Able to plan, facilitate, minute and manage meetings between clinical staff and complainants in highly sensitive and contentious situations.
- Excellent communication skills including letter drafting, report writing, presentation skills and chairing meetings.
- Exhibits resilience, patience and self-control, with ability to calm and support frequently anxious and angry individuals, including episodes of verbal aggression from complainants.
- The ability to deal tactfully and discreetly with matters of a confidential or sensitive nature.
Person Specification
Education/Qualifications
Essential
- Graduate level of education, or equivalent experience working in a relevant specialist area.
- Professional qualifications or specialist knowledge of NHS policies and procedures to post graduate diploma level or equivalent experience.
Desirable
- Relevant training, e.g counselling skills
Previous Experience
Essential
- Previous NHS complaints management experience or experience leading on investigation
- Detailed knowledge and understanding of the Local Authority Social Services and National Health Complaints (England) Regulations 2009.
- Experience of producing written material to a high standard.
- Experience with a complaints management database and the exporting and analysis of data.
- Experience of working in a pressurised environment.
Skills
Essential
- Excellent interpersonal skills with an ability to work with people in stressful situations.
- Experienced in managing distressed/ angry complainants and staff
- Able to use own judgement to analyse and interpret data, including clinical records, and use relevant reports and legislation to achieve an evidenced based outcome
- Ability to communicate complex and/or contentious information clearly, accurately and accessibly both orally and in writing.
- Ability to use initiative, work with minimal supervision and good organisational skills to prioritise a complex and varied workload.
- Ability to maintain absolute confidentiality both inside and outside the Trust.
- Able to plan, facilitate, minute and manage meetings between clinical staff and complainants in highly sensitive and contentious situations.
- Excellent communication skills including letter drafting, report writing, presentation skills and chairing meetings.
- Exhibits resilience, patience and self-control, with ability to calm and support frequently anxious and angry individuals, including episodes of verbal aggression from complainants.
- The ability to deal tactfully and discreetly with matters of a confidential or sensitive nature.
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).
