Job summary
This is an excellent opportunity for an enthusiastic, dedicated and highly motivated individual looking to make a real difference to the care provided at UHN to our patients, by joining our complaints team.The successful applicant will support the Trust's vision to deliver excellent patient care and will play a leading role in the Trust's provision of a robust and responsive complaints service, which is in line with the latest legislation, national guidance and Trust policy. You will take every opportunity to ensure the Trust learns from and improves the service provided to those who attend the Trust.You will be expected to maintain consistently high standards of complaints handling including timely and thorough responses to complaints and a robust lessons learnt framework. You will co-ordinate and prepare complex, detailed letters of response on behalf of the Executive Team ensuring they are accurate, compassionate, patient-centred and fully respond to all of the concerns raised. You will also openly liaise directly with complainants to manage expectations and facilitate meetings where required. This may involve patients, relatives and staff, which you will also be required to attend.
Main duties of the job
Responsible for supporting the management of the Trusts Complaint's function, being pro-active in the management of complaints within statutory requirements and broad national and local guidelines and continually reviewing the systems in place to improve the efficiency of the service.
To respond to verbal and written complaints received within the Trust in accordance with the NHS Complaints Procedure.
In liaison with the Complaints Manager identify potential/actual risks associated with complaints and liaise with appropriate personnel both within and outside the Trust.
Produce reports and summaries as requested by the Complaints Manager.
Work with the Complaints Team in ensuring the Trust meets or exceeds national and local targets and standards for complaints management.
About us
Please submit your application as soon as possible as we reserve the right to close adverts once we have received sufficient applications
University Hospitals of Northamptonshire NHS Group is made up of Northampton General Hospital NHS Trust and Kettering General NHS Foundation Trust. Both hospitals are currently separate hospitals/employers with a joint hospital board and leadership. We share a group executive team leading on a shared vision, mission, priorities, strategies and Dedicated to Excellence Values.
Our Excellence Values
- Compassion
- Accountability
- Respect
- Integrity
- Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Job description
Job responsibilities
Corporate Responsibilities
- Manage and co-ordinate complaints received within UHN, making decisions on the way correspondence received should be processed in line with the NHS Complaints Procedure and adhering to statutory requirements.
- Respond to verbal and written complaints, document the concerns and resolve the issues through to conclusion by investigation and response to the complainant, or pass to an appropriate Manager for resolution and response depending upon the nature and complexity of the complaint.
- Prepare detailed and complex letters of response on behalf of the Chief Executive and other members of the Executive team. This information contains clinical terminology that must be explained in laymens terms.
- Ensuring that all responses are in appropriate format, style, language and demonstrate a thorough investigation has been undertaken and lessons learned, if appropriate, in line with the NHS Complaints Procedure and adhering to statutory requirements.
- Chair and/or attend local resolution meetings with members of UHN and complainants. This may involve the taking of detailed meeting notes / recordings.
- Be responsible for ensuring that all types of complaints are appropriately, promptly and accurately registered on the complaints database to ensure accurate up to-date information is available at all times.
- Make decisions on the need to obtain consent/proof of identity for complaints from third parties in accordance with the NHS complaint Regulations, GDPR, Access to Deceased Records Act and the Mental Capacity Act. Make decisions to release information on complaints under GDPR, taking into account the other relevant legislation.
- Advise, direct and support UHN personnel when undertaking investigations on the requirements for documentation to ensure standards are met in line with NHS Complaints Procedure and adhering to Statutory Guidelines.
- Co-ordinate the investigation process and liaise with the investigator(s) within the Divisions for cases undergoing review by the Parliamentary & Health Service Ombudsman.
- Assistance to manage the resolution of complaints where complainants remain dissatisfied. Facilitate further investigation
- Liaise with the Parliamentary & Health Service Ombudsman as required in the potential and actual investigation of complaints
- Triage new complaints, identifying potential and actual risks, escalating individual cases to appropriate senior staff to ensure that the correct course of action is taken.
- Participate in local and regional complaints meetings as requested by the Complaints Manager.
- In conjunction with the Complaints Manager identify and follow up complaints in relation to learning from complaints through requesting and monitoring of action plans
- Maintain open and constructive relationships with service user representatives and external organisations
- Any other duties appropriate to the post as required by the Complaints Manager
- Cover for the Complaints Manager and Complaints Administration Officer in their absence.
Quality Assurance and Monitoring
- Produce reports and summaries from the computerised complaints system as required for the Trust Board, Divisions, CCG and other external bodies.
- Analyse data, information and trends on complaints and present to a wide-ranging audience
- In conjunction with the Complaints Administration Officer maintain a complaints database ensuring patient complaints/feedback is recorded and monitored.
People/Management Excellence
- Deliver training and advice on issues relating to complaints.
- Identify the training needs of the organisation and arrange appropriate training and advice as necessary
- Advise, guide and support the complaints administrative team when handling complaints
- Contribute to appraisals and personal development plans in respect of training needs taking responsibility for meeting mandatory training requirements.
Supporting Patient Excellence
- Work with wards/departments to ensure that Divisions devise development plans to reduce the risk or prevent the complaint reoccurring.
Policy and Service Development Responsibilities
- In conjunction with the Complaints Manager work alongside the Divisional teams to develop systems and processes ensuring they are implemented to accurately record and monitor performance against local and national targets and to proactively manage any variances.
Supporting Financial Excellence
- Support the Complaints Lead/ Head of Patient Services to deliver a financial performance in line with the Trusts agreed financial plan and ensure that resources remain within the required budget.
Research and Development Responsibilities
- Support the Complaints Manager to devise surveys and develop techniques to evaluate evidence of patient involvement / feedback on the Complaints Department and propose changes.
- Travel between the Kettering and Northampton Hospital sites and other sites where required
Job description
Job responsibilities
Corporate Responsibilities
- Manage and co-ordinate complaints received within UHN, making decisions on the way correspondence received should be processed in line with the NHS Complaints Procedure and adhering to statutory requirements.
- Respond to verbal and written complaints, document the concerns and resolve the issues through to conclusion by investigation and response to the complainant, or pass to an appropriate Manager for resolution and response depending upon the nature and complexity of the complaint.
- Prepare detailed and complex letters of response on behalf of the Chief Executive and other members of the Executive team. This information contains clinical terminology that must be explained in laymens terms.
- Ensuring that all responses are in appropriate format, style, language and demonstrate a thorough investigation has been undertaken and lessons learned, if appropriate, in line with the NHS Complaints Procedure and adhering to statutory requirements.
- Chair and/or attend local resolution meetings with members of UHN and complainants. This may involve the taking of detailed meeting notes / recordings.
- Be responsible for ensuring that all types of complaints are appropriately, promptly and accurately registered on the complaints database to ensure accurate up to-date information is available at all times.
- Make decisions on the need to obtain consent/proof of identity for complaints from third parties in accordance with the NHS complaint Regulations, GDPR, Access to Deceased Records Act and the Mental Capacity Act. Make decisions to release information on complaints under GDPR, taking into account the other relevant legislation.
- Advise, direct and support UHN personnel when undertaking investigations on the requirements for documentation to ensure standards are met in line with NHS Complaints Procedure and adhering to Statutory Guidelines.
- Co-ordinate the investigation process and liaise with the investigator(s) within the Divisions for cases undergoing review by the Parliamentary & Health Service Ombudsman.
- Assistance to manage the resolution of complaints where complainants remain dissatisfied. Facilitate further investigation
- Liaise with the Parliamentary & Health Service Ombudsman as required in the potential and actual investigation of complaints
- Triage new complaints, identifying potential and actual risks, escalating individual cases to appropriate senior staff to ensure that the correct course of action is taken.
- Participate in local and regional complaints meetings as requested by the Complaints Manager.
- In conjunction with the Complaints Manager identify and follow up complaints in relation to learning from complaints through requesting and monitoring of action plans
- Maintain open and constructive relationships with service user representatives and external organisations
- Any other duties appropriate to the post as required by the Complaints Manager
- Cover for the Complaints Manager and Complaints Administration Officer in their absence.
Quality Assurance and Monitoring
- Produce reports and summaries from the computerised complaints system as required for the Trust Board, Divisions, CCG and other external bodies.
- Analyse data, information and trends on complaints and present to a wide-ranging audience
- In conjunction with the Complaints Administration Officer maintain a complaints database ensuring patient complaints/feedback is recorded and monitored.
People/Management Excellence
- Deliver training and advice on issues relating to complaints.
- Identify the training needs of the organisation and arrange appropriate training and advice as necessary
- Advise, guide and support the complaints administrative team when handling complaints
- Contribute to appraisals and personal development plans in respect of training needs taking responsibility for meeting mandatory training requirements.
Supporting Patient Excellence
- Work with wards/departments to ensure that Divisions devise development plans to reduce the risk or prevent the complaint reoccurring.
Policy and Service Development Responsibilities
- In conjunction with the Complaints Manager work alongside the Divisional teams to develop systems and processes ensuring they are implemented to accurately record and monitor performance against local and national targets and to proactively manage any variances.
Supporting Financial Excellence
- Support the Complaints Lead/ Head of Patient Services to deliver a financial performance in line with the Trusts agreed financial plan and ensure that resources remain within the required budget.
Research and Development Responsibilities
- Support the Complaints Manager to devise surveys and develop techniques to evaluate evidence of patient involvement / feedback on the Complaints Department and propose changes.
- Travel between the Kettering and Northampton Hospital sites and other sites where required
Person Specification
Educations, Training and Qualifications
Essential
- Educated to degree level or equivalent level of education, training or experience
- NVQ level 4 (Customer Service)
Desirable
- RSA level II word processing skills or equivalent
- First level management skills
Knowledge and Experience
Essential
- Working within a complaint's environment.
- A full understanding of the NHS complaints procedure and how this is applied in practice.
- Working across professional boundaries.
- Experience of working within a framework of confidentiality.
- Evidence of effective group facilitation skills.
- Proven ability in proactively solving complex problems.
- Experience of medical terminology.
- Knowledge of how the Trust operates and an awareness of political issues/sensitivities.
- A working knowledge of legal and procedural obligations in respect of: Consent, GDPR, Freedom of Information Act and Access to Deceased Records Act, Mental Capacity Act.
- Advanced Information technology skills. Including Microsoft Excel, word, PowerPoint.
Desirable
- A sound understanding of topical NHS issues.
- Previous experience in dealing with complaints.
- Experience of advocacy work.
- Experience of using an integrated risk management system.
Skills
Essential
- Excellent typing skills.
- Advanced Information technology skills, including Microsoft Excel, word, PowerPoint (or equivalent)
- Can demonstrate the ability to appropriately challenge existing ways of working.
- Excellent letter writing skills and the ability to formulate responses/correspondence on a wide range of complex issues.
- Ability to demonstrate effective communication and organisational skills.
- Ability to communicate with the bereaved families & vulnerable people.
- Physical effort (e.g. moving between different locations within the Trust).
- Mental effort (e.g. concentration levels).
- Emotional effort (e.g. very distressing or traumatic circumstances).
- Working conditions (e.g. VDU usage).
Person Specification
Educations, Training and Qualifications
Essential
- Educated to degree level or equivalent level of education, training or experience
- NVQ level 4 (Customer Service)
Desirable
- RSA level II word processing skills or equivalent
- First level management skills
Knowledge and Experience
Essential
- Working within a complaint's environment.
- A full understanding of the NHS complaints procedure and how this is applied in practice.
- Working across professional boundaries.
- Experience of working within a framework of confidentiality.
- Evidence of effective group facilitation skills.
- Proven ability in proactively solving complex problems.
- Experience of medical terminology.
- Knowledge of how the Trust operates and an awareness of political issues/sensitivities.
- A working knowledge of legal and procedural obligations in respect of: Consent, GDPR, Freedom of Information Act and Access to Deceased Records Act, Mental Capacity Act.
- Advanced Information technology skills. Including Microsoft Excel, word, PowerPoint.
Desirable
- A sound understanding of topical NHS issues.
- Previous experience in dealing with complaints.
- Experience of advocacy work.
- Experience of using an integrated risk management system.
Skills
Essential
- Excellent typing skills.
- Advanced Information technology skills, including Microsoft Excel, word, PowerPoint (or equivalent)
- Can demonstrate the ability to appropriately challenge existing ways of working.
- Excellent letter writing skills and the ability to formulate responses/correspondence on a wide range of complex issues.
- Ability to demonstrate effective communication and organisational skills.
- Ability to communicate with the bereaved families & vulnerable people.
- Physical effort (e.g. moving between different locations within the Trust).
- Mental effort (e.g. concentration levels).
- Emotional effort (e.g. very distressing or traumatic circumstances).
- Working conditions (e.g. VDU usage).
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).
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