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The Shrewsbury and Telford Hospital NHS Trust

Complaints Case Manager

Information:

This job is now closed

Job summary

Are you seeking a change of role where you can have a positive impact upon the patient experience and where no two days are the same? If so, then this may be the role for you. The Patient Services team provides an accessible and responsive complaints service, ensuring that all complaints are fully investigated, and used to improve the care we deliver. In this challenging post, you will join a team that aims to resolve complaints, and uses the feedback obtained to influence and improve the patient experience. Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives and staff to ensure that complaints are investigated and improvement is embedded.

The postholder will be responsible for managing a caseload of formal complaints, in line with national and local policy, ensuring that all elements are fully investigated and responded to. This is a temporary post, for six months.

Main duties of the job

  • Responsible for the management of a caseload of formal complaints in line with national and local policy
  • To analyse all complaints on receipt identifying key issues for investigation
  • Undertake investigations of all formal complaints, some of which are highly complex, ensuring that the investigation is fair, thorough and proportionate to the complexity of the complaint
  • Monitor the progress of complaint investigations within the caseload ensuring that all deadlines are met. To identify problems at an early stage and ensure that complainants are informed of the progress at each stage of the process
  • Draft letters in response to formal complaints of mixed complexity, on behalf of the Chief Executive, interpreting information obtained during the investigation process. Ensure the accuracy of information, that all issues raised by the complainant are addressed in full and that information is written in a language that the reader can understand. Communicate sensitive or contentious information with tact, diplomacy and understanding

About us

We are seeking to appoint a committed and energetic individual who has the right values and behaviours to join our team. This individual must be enthusiastic, motivated, showing sensitivity and tact and able to demonstrate excellent communication and interpersonal skills. Educated to degree level (or equivalent) you should be able to demonstrate an ability to manage conflict, mediate between parties to resolve problems and work with people from a diverse range of backgrounds. In addition to helping others, you will benefit from this excellent opportunity to develop your skills which will support your career progression.

Details

Date posted

01 August 2023

Pay scheme

Agenda for change

Band

Band 6

Salary

£35,392 to £42,618 a year per annum/pro rata

Contract

Fixed term

Duration

6 months

Working pattern

Full-time

Reference number

223-CCM-082

Job locations

The Royal Shrewsbury Hospital

Mytton Oak Road

Shrewsbury

SY3 8XQ


Job description

Job responsibilities

For full duties and responsibilities please refer to the attached document entitled Job Description.

Job description

Job responsibilities

For full duties and responsibilities please refer to the attached document entitled Job Description.

Person Specification

Qualifications

Essential

  • Degree level or equivalent
  • ECDL or equivalent IT skills

Desirable

  • Counselling qualification

Experience

Essential

  • Knowledge and experience of handling complaints in an NHS setting
  • Experience of working in the NHS with knowledge and understanding of current healthcare and patient safety issues
  • Experience of designing and delivering training
  • Statistical analysis and report writing
  • Knowledge of clinical governance, risk management and associated control mechanisms

Skills

Essential

  • Ability to assimilate a range of complex information and make judgments
  • Excellent interpersonal and communication skills
  • Ability to deal with conflicting demands ensuring that key priorities and deadlines are met through effective time management
Person Specification

Qualifications

Essential

  • Degree level or equivalent
  • ECDL or equivalent IT skills

Desirable

  • Counselling qualification

Experience

Essential

  • Knowledge and experience of handling complaints in an NHS setting
  • Experience of working in the NHS with knowledge and understanding of current healthcare and patient safety issues
  • Experience of designing and delivering training
  • Statistical analysis and report writing
  • Knowledge of clinical governance, risk management and associated control mechanisms

Skills

Essential

  • Ability to assimilate a range of complex information and make judgments
  • Excellent interpersonal and communication skills
  • Ability to deal with conflicting demands ensuring that key priorities and deadlines are met through effective time management

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.

Certificate of Sponsorship

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.

Certificate of Sponsorship

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).

Employer details

Employer name

The Shrewsbury and Telford Hospital NHS Trust

Address

The Royal Shrewsbury Hospital

Mytton Oak Road

Shrewsbury

SY3 8XQ


Employer's website

http://www.sath.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

The Shrewsbury and Telford Hospital NHS Trust

Address

The Royal Shrewsbury Hospital

Mytton Oak Road

Shrewsbury

SY3 8XQ


Employer's website

http://www.sath.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Head of PALS and Complaints

Julia Palmer

julia.palmer1@nhs.net

01743261123

Details

Date posted

01 August 2023

Pay scheme

Agenda for change

Band

Band 6

Salary

£35,392 to £42,618 a year per annum/pro rata

Contract

Fixed term

Duration

6 months

Working pattern

Full-time

Reference number

223-CCM-082

Job locations

The Royal Shrewsbury Hospital

Mytton Oak Road

Shrewsbury

SY3 8XQ


Supporting documents

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