Job summary
The Corporate Complaints team are looking for a Complaints Coordinator to join their team.
This is a full time, permanent position.
The ideal candidate will be educated to degree level or equivalent and have experience of advising and liaising with staff at all levels of an organisation. Recent evidence of involvement in complaints handling and management would be advantageous.
The post holder will have excellent communication skills, both written and verbal and will have a good understanding of confidentiality and data protection.
Main duties of the job
To assist the Corporate Complaints in the development and implementation of specific work and projects relating to the Trust's Complaints Strategy.
To manage a case file of complaints investigations, liaising with the relevant care group to ensure that the response is provided in a timely manner. To work collaboratively with departments within the trust to support good management of the complaint investigation process. To keep in regular contact with a complainant to advise and support through the complaints process.
About us
Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital.
We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women's NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients.
UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond.
For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.
Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women's Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year. The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.
For roles at Liverpool Women's, visit their careers page.
Job description
Job responsibilities
Co-ordinating and managing targets and objectives identified in the Trusts Complaints Strategy.
Liaison with clinical and non-clinical staff and managers to gather views and disseminate information
Liaison with patients to gather views and to influence complaints management
To facilitate meetings with complainants and/or their representatives and staff which will encourage local resolution wherever possible.
To act as a Trust resource for complaints management, ensuring that the latest initiatives and information is always up to date, available and disseminated within the Trust.
To deliver training in both formal and informal settings to a multidisciplinary audience.Training will also be given to specific directorates/departments on request.
Develop systems to support the Clinical Governance Structure ensuring that the Trust learns from complaints to prevent incidents re- occurring.
To produce regular monthly reports for use within the Trust to support the Clinical Governance Structure and in addition to collate information required for statutory National Performance Indicators.
Establish and maintain close working relationships with the Patient Advice Liaison Service (PALS) established within the Trust.
Establish and maintain close working relationships with Legal and Risk Managers established within the Trust.
To attend and represent the Trust at local, regional and national networks in relation to complaints management in the absence of the nominated officer.
The postholder will participate in the rotation programme between this post and PALS Officers in order to gain a full insight into the complex nature of complaints management.
To be aware of and instigate access to external agencies supporting patients/users through the complaints system (e.g. ICAS, Independent Arbitration).
Job description
Job responsibilities
Co-ordinating and managing targets and objectives identified in the Trusts Complaints Strategy.
Liaison with clinical and non-clinical staff and managers to gather views and disseminate information
Liaison with patients to gather views and to influence complaints management
To facilitate meetings with complainants and/or their representatives and staff which will encourage local resolution wherever possible.
To act as a Trust resource for complaints management, ensuring that the latest initiatives and information is always up to date, available and disseminated within the Trust.
To deliver training in both formal and informal settings to a multidisciplinary audience.Training will also be given to specific directorates/departments on request.
Develop systems to support the Clinical Governance Structure ensuring that the Trust learns from complaints to prevent incidents re- occurring.
To produce regular monthly reports for use within the Trust to support the Clinical Governance Structure and in addition to collate information required for statutory National Performance Indicators.
Establish and maintain close working relationships with the Patient Advice Liaison Service (PALS) established within the Trust.
Establish and maintain close working relationships with Legal and Risk Managers established within the Trust.
To attend and represent the Trust at local, regional and national networks in relation to complaints management in the absence of the nominated officer.
The postholder will participate in the rotation programme between this post and PALS Officers in order to gain a full insight into the complex nature of complaints management.
To be aware of and instigate access to external agencies supporting patients/users through the complaints system (e.g. ICAS, Independent Arbitration).
Person Specification
Qualifications
Essential
Experience
Essential
- Experience of advising and liasing with staff at all levels of the organisation
Desirable
- Recent evidence of involvement in Complaints management/ handling
Knowledge
Essential
- Demonstrable knowledge of the NHS Complaints Strategy
- Knowledge of issues within an acute teaching Trust/ organisation
- Knowledge of the health service
Skills
Essential
- Demonstrate evidence of change and change management in current post
- Ability to communicate at all levels of the organisation or externally to the organisation
- Excellent facilitation and presentation skills
- Analysis and interpretation of information
- Report writing skills
- Ability to work independently
- Ability to prioritise and work pro-actively/ Ability to meet deadlines
- A commitment to confidentiality
- Ability to cope in a rapidly changing NHS environment
Desirable
- Evidence of project management skills
- Computer skills - word-processing
Person Specification
Qualifications
Essential
Experience
Essential
- Experience of advising and liasing with staff at all levels of the organisation
Desirable
- Recent evidence of involvement in Complaints management/ handling
Knowledge
Essential
- Demonstrable knowledge of the NHS Complaints Strategy
- Knowledge of issues within an acute teaching Trust/ organisation
- Knowledge of the health service
Skills
Essential
- Demonstrate evidence of change and change management in current post
- Ability to communicate at all levels of the organisation or externally to the organisation
- Excellent facilitation and presentation skills
- Analysis and interpretation of information
- Report writing skills
- Ability to work independently
- Ability to prioritise and work pro-actively/ Ability to meet deadlines
- A commitment to confidentiality
- Ability to cope in a rapidly changing NHS environment
Desirable
- Evidence of project management skills
- Computer skills - word-processing
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).
