Job summary
The UHSussex patient experience team is looking to recruit a dynamic and self-motivated individual to join our complaint resolution service.
The successful candidate will have a proven track record in dealing with NHS complaints through to resolution. They will also have proven communication skills - both verbal and written - to be able to formulate complex complaint responses to the highest of standards.
This will include working closely with the clinical divisions to ensure the necessary clinical and operational contributions are received, and that actions undertaken in a timely way, so that patients have a positive experience and resolution of their concerns.
The successful candidate will be someone who wishes to progress in the field of complaint handling and patient experience, and who wants to contribute their experience and skills to the team.
Main duties of the job
To work as part of the Trust wide complaints team to ensure that complaints are responded to efficiently, appropriately, compassionately and collaboratively, with a focus on learning and meeting the Trust's standards for complaints responsiveness and quality.
About us
At UHSussex (UHSx), diversity is our strength, & we want you to feel included to help us always put the Patient First. Your uniqueness & experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, & can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 2) & a Veteran Aware Trust.
We treat our patients & staff with the same compassion & empathy we expect for ourselves. We're here for them when they need us, and we go above & beyond to meet their needs. This can be seen in our candidate information pack & wellbeing programme,for staff which is extensive & designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching & training so that we can be the best that we can be. From the moment you start with us & throughout your career we will help you to grow & develop.We hope that in choosing UHSx you are choosing a long & happy career where you will be able to see the difference you make & feel valued for all that you do.
We look forward to receiving your application & the start of your journey with UHSx.
Candidate Information Pack: https://www.uhsussex.nhs.uk/resources/candidate-information-pack/
Job description
Job responsibilities
To be the first point of contact for patients and their representatives raising concerns about our services.
To produce high quality complaint investigation reports and draft responses.
To co-ordinate the responses for complex complaints that span more than one division.
To facilitate local resolution meetings between clinicians, hospital staff, patients and their relatives.
To support the effective implementation of the Trusts Complaints Management policy and processes and ensure that compliance is monitored and reported, gaps in compliance identified and appropriate actions and mitigations are developed
Job description
Job responsibilities
To be the first point of contact for patients and their representatives raising concerns about our services.
To produce high quality complaint investigation reports and draft responses.
To co-ordinate the responses for complex complaints that span more than one division.
To facilitate local resolution meetings between clinicians, hospital staff, patients and their relatives.
To support the effective implementation of the Trusts Complaints Management policy and processes and ensure that compliance is monitored and reported, gaps in compliance identified and appropriate actions and mitigations are developed
Person Specification
Experience of managing large and complex complaints caseload
Essential
- Evidenced experience of successfully managing NHS complaints
Proven ability to draft empathic, concise complaint responses from technical clinical information
Essential
Proven ability to prioritise and organise demanding workload autonomously
Essential
- Evidenced previous experience
Proven ability to communicate compassionately and assertively during sensitive/emotive conversations
Essential
- Evidence of using these skills in current/previous roles
Equality, Diversity and Inclusion
Essential
- Evidence of having undertaken own development to improve understanding of equalities issues
- Evidence of having championed diversity in previous roles (as appropriate to role)
Person Specification
Experience of managing large and complex complaints caseload
Essential
- Evidenced experience of successfully managing NHS complaints
Proven ability to draft empathic, concise complaint responses from technical clinical information
Essential
Proven ability to prioritise and organise demanding workload autonomously
Essential
- Evidenced previous experience
Proven ability to communicate compassionately and assertively during sensitive/emotive conversations
Essential
- Evidence of using these skills in current/previous roles
Equality, Diversity and Inclusion
Essential
- Evidence of having undertaken own development to improve understanding of equalities issues
- Evidence of having championed diversity in previous roles (as appropriate to role)
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).
