Complaints Administrator

Job description

Job responsibilities

Liaise with patients, relatives/carers, members of staff and external agencies in a respectful and efficient manner and act as a first point of contact for addressing complaints and concerns and receiving complex and sensitive information.

To manage difficult situations including dealing with contacts who may be angry, distressed or bereaved and where they may be barriers of communication.

To provide support to the complaints team where needed.

To use a range of communication channels to build relationships with complainants, patients and staff.

Escalate concerns or issues to the Head of Patient Experience to ensure they are dealt with in a timely manner.

To support and assist (where necessary) the senior complaints co-ordinator in coordinating and producing monthly, quarterly and annual complaints data, for both internal and national reporting.

Take the minutes of the Complaints Review and Learning Group.

To ensure data is inputted accurately on the Datix database within agreed time scales and ensure acknowledgement letters, hold letters are generated to meet agreed time scales as well as supporting staff to meet agreed timescales with responses.

Ensure complaints are acknowledged within three working days in accordance with Trusts Complaints Policy, the NHS complaints procedure and The Social Services and National Health Service (England) Complaints Regulations 2009.

To liaise with Trust staff to obtain comments to assist complaints coordinators in responding to complaints and escalate to senior managers where needed

Work with other NHS and social care providers to ensure where appropriate complaints involving multiple agencies are responding to jointly in line with the NHS and Social Care Complaints Regulations and in accordance with requested timescales.

Work with external bodies including the Parliamentary and Health Service Ombudsman, Local Government and Social Care Ombudsman and Care Quality Commission to obtain updates, forward responses and any necessary documents.

To be aware of issues associated with confidentiality and the protection of data when handing sensitive information and have up-to-date knowledge of national guidelines and policies pertaining to management of complaints and keep up to date with developments.

Provide advice and information on complaints process, investigation and management.

Promote and raise awareness both internally and externally of how people can make a complaint.

To check all incoming post and highlight to of the Head of Patient Experience any communication requiring urgent attention.

To maintain a filing and archiving system to ensure files can be retrieved as necessary.

To assist in developing and using templates.

To manage the complaints diary and arrange meetings with complainants and staff to include room bookings, equipment etc.

To order and return healthcare records as required and track on Oasis.

To assist the Patient Advice and Liaison Service (PALS) during busy times by providing advice and acting as a gateway for contact in relation to enquiries made by telephone and email.

Assist with the management of the Datix complaints module ensuring the system is fit for purpose and regularly updated.

Ensure complainants are surveyed to assess satisfaction of the Trusts complaints process.

Assisting the complaints coordinators by typing up post meeting letters.

Person Specification

Qualifications

Essential

• Minimum 4 GCSE's, NVQ3 or equivalent

Desirable

• A Level equivalent or higher education

Knowledge

Essential

• Knowledge of the key principles of the complaints procedure, patient experience and PALS services
• Minimum of two years' experience in administration
• Knowledge and use of Microsoft packages

Desirable

• Knowledge of The Dudley Group or other acute/ integrated Trust
• Knowledge of NHS Complaints Procedure
• Previous complaints experience or can demonstrate experience within a hospital environment
• Competent in use of DATIX database system

Skills

Essential

• Demonstrates examples of excellent verbal/written communication skills
• Demonstrate organisational and time management skills
• Demonstrate being able to deal with difficult conversations

Desirable

• Customer care experience

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 Dudley Group NHS Foundation Trust

Address

Russells Hall Hospital

Pensnett Road

Dudley

DY1 2HQ

Employer's website

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