Job summary
To work within our integrated Quality Department to ensure Complaints enquiries are investigated and responded to within the Complaints management plan and timescales.
To manage the Complaints officers to ensure a proactive approach to the management of Complaints enquires across the Trust, ensuring that learning from Complaints and trend analysis is fed back positively to change practice.
To support senior members of staff across wards and departments to enable timely and high quality investigations and responses on behalf of the Chief Executive Officer.
To provide day-to-day guidance to staff involved in Complaints enquiries and investigation handling within the Trust.
Please be advised there is a proposed interview date of 22 January 2024.
Main duties of the job
- Ensure that Trust policies and procedures are followed to support the effective management of Complaints to ensure that national guidance and processes are followed, including the independent review
- Provide day to day responsibility for the Complaints Officers and assist in managing their work ensuring the investigation of Complaints and production of responses are within prescribed timescales and meet a high
- Assist group managers, clinical and non-clinical staff to manage Complaints by providing specialist advice to staff when dealing with difficult, complex, challenging and often upsetting Complaints enquires. Be actively involved in achieving
- Provide advice, support and assistance in all aspects of Complaints management within the trust, identifying deficiencies and implementing corrective
- Directly manage a highly complex or sensitive Complaints workload and provide expert support and advice on how to manage individual Complaints
- Assist staff with meetings with Complaints enquiries to achieve timely resolution
- Keep up to date with new legislation and developments in the field of Complaints, interpreting the significance of these and help develop any necessary action plans for the Trust in conjunction with the Head of Patient Relations.
Please be advised that this job advert will close as soon as sufficient applications have been received.
About us
University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.
Job description
Job responsibilities
To be Responsible for ensuring the analysis and reporting of Complaints enquiries within the Trust ensuring robust monitoring and reporting systems where data has been appropriately interrogated and presented where the content can be backed up.
Undertake routine analysis and provide standard, statutory (including regional and national) and ad hoc reports as required by the Director of Quality. Provide regular reports to the Patient Experience and Engagement Committee.
Work with the Head of Patient Relations to ensure that the Trust responds to the CQC and CCG and any other appropriate bodies following an independent investigation.
Liaise with the PALS Co-Ordinator and PALS Team as appropriate.
Ensure that there is integration of and shared learning from issues arising from Complaints enquiries in liaison with the PALS and Patient Safety Manager, ensuring that any findings and trends from Complaints enquiries are fed into the clinical governance structure.
Be responsible for the continuation of the Complaintsenquiries management plan in line with risk management policies and procedures.
Establish and maintain relationships with Lead Clinicians, Clinical Directors and all grades of staff and managers to ensure effective communication and a consistent approach to all issues relating to Complaints enquiries management across the Trust.
For further details of the role please see the attached job description.
Job description
Job responsibilities
To be Responsible for ensuring the analysis and reporting of Complaints enquiries within the Trust ensuring robust monitoring and reporting systems where data has been appropriately interrogated and presented where the content can be backed up.
Undertake routine analysis and provide standard, statutory (including regional and national) and ad hoc reports as required by the Director of Quality. Provide regular reports to the Patient Experience and Engagement Committee.
Work with the Head of Patient Relations to ensure that the Trust responds to the CQC and CCG and any other appropriate bodies following an independent investigation.
Liaise with the PALS Co-Ordinator and PALS Team as appropriate.
Ensure that there is integration of and shared learning from issues arising from Complaints enquiries in liaison with the PALS and Patient Safety Manager, ensuring that any findings and trends from Complaints enquiries are fed into the clinical governance structure.
Be responsible for the continuation of the Complaintsenquiries management plan in line with risk management policies and procedures.
Establish and maintain relationships with Lead Clinicians, Clinical Directors and all grades of staff and managers to ensure effective communication and a consistent approach to all issues relating to Complaints enquiries management across the Trust.
For further details of the role please see the attached job description.
Person Specification
Qualification/Training
Essential
Experience
Essential
Desirable
Knowledge
Essential
Desirable
Skills and Abilities
Essential
Person Specification
Qualification/Training
Essential
Experience
Essential
Desirable
Knowledge
Essential
Desirable
Skills and Abilities
Essential
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).
