Job summary
The post holder is accountable to the Associate Director of Quality and Governance but reports to the Concerns and Complaints Manager.
The post holder will respond to compliments, concerns and complaints relating to services offered by Lewisham and Greenwich NHS Trust. The post holder will ensure that all complex complaint cases are managed in a sensitive and timely manner through close working with clinical and non-clinical staff across the Trust.
The post holder will ensure statutory and organisational requirements are met, that complaints are investigated thoroughly and with impartiality and that all complainants receive a full, high quality and timely response in accordance with the Department of Health's key principles of complaints handling:
Main duties of the job
1. Listening
The initial contact with someone who has concerns or wishes to complain about our services is key. It is important to:
o Make sure that you really understand the issueso Find out what they want to happen as a resulto Obtain the right information to assess the seriousness of the complainto Agree a plan and timescale at the outseto Maintain regular communicationo Act quickly if you can
By doing this the complainant will feel valued, have more confidence in the Trust and we will be able to manage their expectations, so the outcome is more likely to be to the satisfaction of everyone involved.
2. Responding
By correctly assessing the seriousness of the complaint, deciding on the most appropriate response then becomes more straightforward. The Trust should:
o Clearly gauge the impact of the complaint on all parties involvedo Establish a clear, appropriate plan of action, and provide the person making the complaint with relevant support and advice.
3. Improving
Complaints provide a vital insight about people's experiences and how these services can be improved. Complainants must be informed of service improvements that have been made as a result of their complaint and the Trust must learn from the complaints it receives.
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Job description
Job responsibilities
Key Result Areas & Performance:
Concern and Complaint Process:
The post holder will advise, guide and support the concern and complaints facilitators in handling all complaints, concerns and other feedback from the public for the Trust, under the overall management of the Concerns and Complaints Manager. Take on a caseload of complaints (level 2), for corporate areas, and maintain a level of oversight for complaints that are being managed across the clinical divisions. To record in writing telephone calls and meetings with service users, carers and the public. To empower service users, carers and the public and facilitate choice by providing information and signposting to other relevant services. Build and maintain good relationships with clinical and non-clinical staff across the Trust. Build and maintain good relationships with key stakeholders and the local community Participate in community outreach work to publicise the role of the Concerns and Complaints department. Act autonomously on a day to day basis, referring to the Senior Concerns & Complaints Officer or Concern and Complaints Manager, as required. To co-ordinate implementation of service user and carer feedback mechanisms To ensure that systems are in place to communicate the key issues of the Concerns and Complaints service to those outside the Trust To ensure that all Trust staff are aware and informed of the key functions and purpose of Concerns and Complaints Department. To organise / co-ordinate / attend relevant meetings, representing the team and disseminating information as appropriate. The post holder will be responsible for ensuring that all types of complaints are appropriately, promptly and accurately recorded the Trusts Local Risk Management System, Ulysses to ensure accurate up-to-date information is available at all times. The post holder will audit formal and informal complaints to ensure that they have been investigated appropriately in line with the Trust and NHS complaints standards. Ensure that complex complaints are dealt with in a sensitive and timely manner To advise the public on the Trusts Complaints Procedure. To record in writing complaints raised, initiate and oversee their investigation and resolution, in line with the Complaints Procedure. To ensure the timely processing of concerns and complaints according to the Complaints Procedure and Departmental performance requirements, in liaison with managers. To oversee and support managers and staff in the investigation of complaints for the Chief Executive. Organise and chair meetings between staff and patients, carers and relatives. Record the local resolution meeting using audio recording equipment if consent has been obtained from all parties To record telephone calls and meetings with complainants and produce accurate and concise reports. To follow up any changes to procedure to ensure they link with Trust wide and local practice governance procedures and to ensure any changes coming out of Complaints/concerns issues are addressed. To adapt procedures within the Trust in response to legislative changes. Produce reports for Directorates/Departments as and when requested. Provide information to Trust staff on the NHS complaints procedure.Patient Information Advise authors on the procedure for publishing patient information Liaise with authors to ensure guidelines are met Receive new drafts of patient information electronically from authors Liaise with the Trusts Head of Library to ensure patient information is of the highest standard Publish patient information on concerns and complaints on Trust Intranet.Other duties and responsibilities Provide day to day line management of Concerns and Complaints Facilitators.
Job description
Job responsibilities
Key Result Areas & Performance:
Concern and Complaint Process:
The post holder will advise, guide and support the concern and complaints facilitators in handling all complaints, concerns and other feedback from the public for the Trust, under the overall management of the Concerns and Complaints Manager. Take on a caseload of complaints (level 2), for corporate areas, and maintain a level of oversight for complaints that are being managed across the clinical divisions. To record in writing telephone calls and meetings with service users, carers and the public. To empower service users, carers and the public and facilitate choice by providing information and signposting to other relevant services. Build and maintain good relationships with clinical and non-clinical staff across the Trust. Build and maintain good relationships with key stakeholders and the local community Participate in community outreach work to publicise the role of the Concerns and Complaints department. Act autonomously on a day to day basis, referring to the Senior Concerns & Complaints Officer or Concern and Complaints Manager, as required. To co-ordinate implementation of service user and carer feedback mechanisms To ensure that systems are in place to communicate the key issues of the Concerns and Complaints service to those outside the Trust To ensure that all Trust staff are aware and informed of the key functions and purpose of Concerns and Complaints Department. To organise / co-ordinate / attend relevant meetings, representing the team and disseminating information as appropriate. The post holder will be responsible for ensuring that all types of complaints are appropriately, promptly and accurately recorded the Trusts Local Risk Management System, Ulysses to ensure accurate up-to-date information is available at all times. The post holder will audit formal and informal complaints to ensure that they have been investigated appropriately in line with the Trust and NHS complaints standards. Ensure that complex complaints are dealt with in a sensitive and timely manner To advise the public on the Trusts Complaints Procedure. To record in writing complaints raised, initiate and oversee their investigation and resolution, in line with the Complaints Procedure. To ensure the timely processing of concerns and complaints according to the Complaints Procedure and Departmental performance requirements, in liaison with managers. To oversee and support managers and staff in the investigation of complaints for the Chief Executive. Organise and chair meetings between staff and patients, carers and relatives. Record the local resolution meeting using audio recording equipment if consent has been obtained from all parties To record telephone calls and meetings with complainants and produce accurate and concise reports. To follow up any changes to procedure to ensure they link with Trust wide and local practice governance procedures and to ensure any changes coming out of Complaints/concerns issues are addressed. To adapt procedures within the Trust in response to legislative changes. Produce reports for Directorates/Departments as and when requested. Provide information to Trust staff on the NHS complaints procedure.Patient Information Advise authors on the procedure for publishing patient information Liaise with authors to ensure guidelines are met Receive new drafts of patient information electronically from authors Liaise with the Trusts Head of Library to ensure patient information is of the highest standard Publish patient information on concerns and complaints on Trust Intranet.Other duties and responsibilities Provide day to day line management of Concerns and Complaints Facilitators.
Person Specification
Qualifications and Training
Essential
- Degree or significant experience within a similar role
- GCSE grade C or above in English
Desirable
- A-level English
- European Computer Driving License (ECDL) or equivalent
Experience
Essential
- Experience of working within the NHS
- Experience of handling distressing situations
- Experience of working with all levels of staff
- Experience of writing letters to patients or the public
- Experience of delivering presentations
- Experience of working within a complaint's role
Knowledge and Skills
Essential
- Excellent Liaison, negotiation skills
- Ability to analyse problems and identify solutions
- Experience of using Microsoft Word, Powerpoint and Excel
- Excellent presentation skills
- Significant expertise and knowledge of the NHS complaints procedure
Personal Qualities
Essential
- Ability to deal with angry or distressed people
- Ability to work autonomously and in a team
Person Specification
Qualifications and Training
Essential
- Degree or significant experience within a similar role
- GCSE grade C or above in English
Desirable
- A-level English
- European Computer Driving License (ECDL) or equivalent
Experience
Essential
- Experience of working within the NHS
- Experience of handling distressing situations
- Experience of working with all levels of staff
- Experience of writing letters to patients or the public
- Experience of delivering presentations
- Experience of working within a complaint's role
Knowledge and Skills
Essential
- Excellent Liaison, negotiation skills
- Ability to analyse problems and identify solutions
- Experience of using Microsoft Word, Powerpoint and Excel
- Excellent presentation skills
- Significant expertise and knowledge of the NHS complaints procedure
Personal Qualities
Essential
- Ability to deal with angry or distressed people
- Ability to work autonomously and in a team
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).
