Job summary
Imperial College Healthcare Trust is one of the largest NHS Trusts in the UK with a budget of £920m and a workforce of 9,500 staff delivering clinical services across five major sites in North West London. The Trust is co-constituent of the Imperial College Academic Health Science Centre (AHSC). It has a worldwide reputation for its clinical, research and teaching excellence.
We now require a dynamic and highly motivated complaint caseworker to help provide swift resolution to complaints and conduct investigations. You will provide expert and professional advice to senior colleagues and further develop effective relationships with internal and external stakeholders. You will have opportunities to inform and shape policy, and to ensure that organisational learning occurs following your complaint investigation.
You will have managed a large portfolio of complaints or similar casework. You will possess the skills necessary to manage staff, communicate effectively across different groups and be able to provide advice and support to senior colleagues.
Main duties of the job
The patient complaint investigator is the point of contact for our complainants and offers reassurance and advice throughout the complaint investigation. The aim of the role is to offer a timely resolution that is patient focused and follows the Parliamentary & Health Service Ombudsman's 'Principles for Remedy'.
Provides evidence that the Trust has learnt from its mistakes. Provide support to the complaints & service improvement manager to help foster a culture of learning and continuous improvement from complaints.
Provide day to day management and support for the patient complaints coordinators and the complaints administrators. Be available daily to offer support and reassurance to complainants and other colleagues.
About us
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care. Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.
Person Specification
EDUCATION
Essential
- Educated to Degree Level or equivalent relevant experience
- Evidence of continual professional development
Desirable
- Education to post graduate degree level or equivalent
Experience
Essential
- Experience of managing patient complaints and/or queries
- Experiencing of managing a database
- Experience of formulating reports and data analysis
Desirable
- Experience of working in an acute trust
- Experience of using DATIX
- Experience of staff management
SKILLS/ABILITIES
Essential
- Assertive, logical and flexible.
- Ability to deal with complex and sensitive situations with empathy and sensitivity
- Sound knowledge of NHS complaints regulations.
- Attention to detail
Person Specification
EDUCATION
Essential
- Educated to Degree Level or equivalent relevant experience
- Evidence of continual professional development
Desirable
- Education to post graduate degree level or equivalent
Experience
Essential
- Experience of managing patient complaints and/or queries
- Experiencing of managing a database
- Experience of formulating reports and data analysis
Desirable
- Experience of working in an acute trust
- Experience of using DATIX
- Experience of staff management
SKILLS/ABILITIES
Essential
- Assertive, logical and flexible.
- Ability to deal with complex and sensitive situations with empathy and sensitivity
- Sound knowledge of NHS complaints regulations.
- Attention to detail
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).
