Complaints Officer

Job description

Job responsibilities

The main skills required for this role are;

• The post holder will manage and co-ordinate all complaints received within the Trust and decide on how the correspondence received should be processed, e.g. formal complaint, informal complaint, professional to professional enquiry, in line with the NHS Complaints Standards
• The post holder will review, allocate and manage the cases of complaints received in the Trust
• The post holder will advise, guide and support the PALS Team in handling all complaints, concerns and other feedback from the public for the Trust, under the overall management of the Deputy Head of PALS and Complaints Manager.
• The post holder will be responsible for ensuring that all types of complaints are appropriately, promptly and accurately recorded on Ulysses to ensure accurate up-to-date information is available at all times.
• The post holder will make decisions on the need to obtain consent/proof of identity for complaints from third parties in accordance with the NHS Complaint Regulations, Data Protection Act, Access to Deceased Records Act and Mental Capacity Act.
• The post holder will work closely with divisions and directorates to develop and maintain effective relationships with Trust staff at all levels so that divisional teams are supported in the investigation of complaints, ensuring all complainants issues are addressed.
• The post holder will be responsible for producing high quality written responses on behalf of the Chief Executive or their nominated officer, that are written or communicated in a way that patients and their families can understand and demonstrate that a thorough investigation has been carried out and lessons learned.
• 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.
• The post holder will review clinical documentation to evidence and support the complaints investigation.
• The post holder will ensure that parliamentary enquiries or enquires to the chief executive officer are recorded and signposted to appropriate divisional teams and responses drafted.
• The post holder will manage the resolution of complaints where complainants remain dissatisfied after earlier attempts at resolution within the divisions facilitating further investigation where appropriate.
• The post holder will manage and co-ordinate complex complaints where the Parliamentary Health Service Ombudsman (PHSO) is involved. Securing necessary documentation to assist in the drafting of a suitable response on behalf of the Chief Executive and/or senior managers. Ensuring designated timescales are met.
• The post holder will be responsible for arranging and taking notes of meetings between senior managers and complainants (local resolution meetings), ensuring such meetings are appropriately conducted. This will also include chairing meetings and ensuring the complaint issues are addressed as fully as possible with the aim of reaching local resolution. Handling complex meetings with tact and sensitivity.
• The post holder will ensure that verbal complaints from complainants either face to face or by telephone are responded to efficiently by the PALS Team in an effective and sensitive way and promote an accessible service for all users.
• The post holder will be required to produce regular reports relating to concerns and complaints, to assist and support the Divisions and Directorates in the management of investigations and will document all learning and changes in practice as a result of complaints, promoting continuous improvement.
• The post holder will support managers and staff in the implementation of the Trusts policies and procedures relating to the handling of complaints. Promoting awareness of the benefits of learning from complaints to improve service provision and influence a culture of no blame, as well as open and honest investigation and reporting.
• The post holder will contribute to the design, development, implementation and maintenance of the Ulysses information system for complaints. Maximising the benefits of the Risk Management Information System.
• The post holder will support and advise staff throughout the Trust on improving complaints management through being a highly visible, accessible and informed personal presence to colleagues.
• The post holder will promote a culture where the value of patient feedback, comments and complaints are embraced and valued as a tool for sustained service improvement.
• The post holder will provide direct supervision to the PALS Team and provide cross cover where required.
• The post holder will support the Deputy Head of PALS and Complaints, where necessary, in collating information for reporting on the Trusts performance in complaint handling.
• The post holder will be responsible for the management of a complaints case load consisting of a number of defined cases and be responsible for ensuring management of these to the highest standard within defined timescales.
• Provide regular contact with complainants, patients, and internal and external stakeholders to appropriately respond to concerns raised within agreed timescales, updating the relevant people on the progression of complaint cases

Person Specification

Essential and Desirable

Essential

• Good standard of education including good written and verbal English and (GCSE pass or equivalent)
• Customer service experience including directly liaising and supporting a range of people from different background
• Proficient use of Microsoft Word, MS Excel, MS Power-point & Email system
• Experience of liaising with external stakeholders and partner organisations
• Experience of dealing with challenging or upset people or experience or responding to complaints and concerns
• Previous experience of working in a corporate Office environment

Desirable

• Evidence of customer service training or qualification
• European Computer Driving Licence or equivalent IT qualification or experience
• NHS or equivalent health and social care experience
• Experience of using patient safety management systems including Ulysses, Datix or other risk management systems
• Awareness and understanding of NHS Trust administrative structures
• Awareness and understanding of NHS Complaints Handling regualations

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

Tameside and Glossop Integrated Care NHS Foundation Trust

Address

Tameside Hospital

Darnton Road

Ashton Under Lyne

OL6 9RW

Employer's website

https://www.tamesidehospital.nhs.uk/ (Opens in a new tab)