Job summary
To analysis information provided and present this in a clear and well written format
Responsibility for Patient Care (including monitoring, diagnostics + investigations)
Provide advice and guidance to staff and complainants on all aspects of the complaints procedure.
Ensure complaints received are dealt with in a timely and appropriate manner in accordance with the national guidance
Main duties of the job
Prepare a statement of complaint, for those complainants unable or unwilling to put their complaint in writing.
Arrange meetings between complainants and relevant staff to provide anopportunity to discuss the cause of the complaint and ensure a record is made of such meetings.
Report complaints with potential to proceed to litigation, to the Integrated Care Divisional Director, Salford Council DASS and the Complaints Managers.
To ensure learning takes place from Concerns received - that an action plan is prepared by the Directorate concerned for inclusion in the complaint file.
About us
The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.
As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we're always looking for people who demonstrate our three core values - care, appreciate and inspire - to join our team.
In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.
Learn more about us in our Candidate Information Pack.
Job description
Job responsibilities
To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk
Job description
Job responsibilities
To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk
Person Specification
Knowledge, Skills & Experience
Essential
- Excellent verbal and written skills. Ability to co-ordinate complaint investigation and identify issues
- Pull together information received, recognise gaps in investigations and rectify these.
- Adept in using Microsoft office with working experience inputting into and using databases
- Listening and empathy skills, and ability to deal with highly emotional people
- Ability to deal with all disciplines of staff
- Ability to organise and prioritise workload to meet deadlines
- Organised, methodical and good attention to detail
- Knowledge of Complaints
- Knowledge of the current policies connected to Complaints Management:- Clinical Governance, the Data Protection Act and the Caldicott principles of confidentiality and sharing of data/information
Desirable
- Minimum three years' experience of customer focus related jobs
- Experience of facilitating meetings with staff and members of the public
- Knowledge of Patient Safety
- Experience working with the computerised customer Administration System
- Experience of producing Statistical information and trend data
Qualifications
Essential
- Good Standard of Education including GCSE English Language
Desirable
- Degree or diploma in Customer Care Training
- ECDL or IT Qualification
- Complaints manager training
- Excel qualification
Person Specification
Knowledge, Skills & Experience
Essential
- Excellent verbal and written skills. Ability to co-ordinate complaint investigation and identify issues
- Pull together information received, recognise gaps in investigations and rectify these.
- Adept in using Microsoft office with working experience inputting into and using databases
- Listening and empathy skills, and ability to deal with highly emotional people
- Ability to deal with all disciplines of staff
- Ability to organise and prioritise workload to meet deadlines
- Organised, methodical and good attention to detail
- Knowledge of Complaints
- Knowledge of the current policies connected to Complaints Management:- Clinical Governance, the Data Protection Act and the Caldicott principles of confidentiality and sharing of data/information
Desirable
- Minimum three years' experience of customer focus related jobs
- Experience of facilitating meetings with staff and members of the public
- Knowledge of Patient Safety
- Experience working with the computerised customer Administration System
- Experience of producing Statistical information and trend data
Qualifications
Essential
- Good Standard of Education including GCSE English Language
Desirable
- Degree or diploma in Customer Care Training
- ECDL or IT Qualification
- Complaints manager training
- Excel qualification
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).