Job summary
Homerton Healthcare are excited to offer a new opportunity to clinical staff who are looking to move into corporate roles. We have two new clinical complaints officers and are thrilled to welcome new members of staff into the team. As part of our patient experience team not only will you be managing complaints for the clinical divisions but you will also have a focus on what we are learning from our complaints and how that learning can be translated into action to improve the patient's experience. Your focus will also be ensuring that as a team and as a division, we are engaging with our patients meaningfully and involving them in our developments and improvements. If you are a registered health care professional and are looking for a change then this job might be for you.
The Clinical Complaints Officer will take the lead in investigating and reviewing complaints on behalf of the Trust, supporting patients, families, and staff through the process of a complaint. The post holder will conduct thorough investigations into patient complaints ensuring Being Open principles are applied. When engaging with those affected, the purpose is to provide explanation and support through the process. This role will include dealing with and providing support to individuals who are likely upset, angry and possibly deeply distressed.
***The applicant must have a clinical background and must be a registered professional either with the NMC or the HCPC. ***
Main duties of the job
Investigations of Complaints:
- Work with the patient experience lead to ensure we respond to complaints well and on time
- To improve the trust complaint response time
- To improve service user involvement within the trust to better our services and to gather meaningful input into service delivery etc.
About us
Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, The City and beyond.
We are extremely proud of the fact that Homerton Hospital has recently attained the highest possible rating of "Outstanding" from the Care Quality Commission (CQC).
Our integrated Trust provides comprehensive hospital and community health services for its local population and a range of specialist services for a wider group of patients. In addition, the Trust manages services out of St Leonard's Hospital and the Mary Seacole Nursing Home.
Homerton aims to ensure equality and value diversity, and we are committed to inclusion for all of our staff. This is reflected in our policies, procedures and People Plan. All of our staff are expected to embody our Trust values at all times.
We are also committed, through our Fair Recruitment Standards, to ensuring all applicants are treated fairly.
Homerton has a proud tradition of supporting and developing its staff, including its well-regarded and valued nursing community, and all staff are able to take advantage of a great range of benefits.
Homerton is proud to have been included on the HSJ & Nursing Times Best Places to Work list.
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 documents please view the attachment/s on this page
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
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 documents please view the attachment/s on this page
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Person Specification
Education / Qualifications
Essential
- Educated to Masters level or equivalent experience in Nursing, Midwifery or an Allied Health Profession. (Must be registered)
Skills/ Abilities
Essential
- Knowledge and experience of clinical governance processes, with an ability to challenge and question clinical practice of all members of the multiprofessional team.
- Ability to analyse and rigorously review aspects of the patient's care pathway, interpreting information and using knowledge and judgement to provide personalised responses to complaints, including recommendations of modifications to practice where necessary
- Analytical skills and the ability to draw qualitative and quantitative data from a wide range of sources to form appropriate conclusions and present in a clear concise manner.
- Excellent presentation skills and the ability to present data and information in user friendly formats.
Experience / Knowledge
Essential
- Expertise in completion of systems based investigations.
- Experience of working collaboratively with patients/ services/ stakeholders to improve the quality of services.
- Evidence of post qualifying and continuing professional development
- Clear understanding of the bereavement process.
Trust Values, Equal Opportunities & Other Requirements
Essential
- Understanding and demonstration of the Trust Values
Person Specification
Education / Qualifications
Essential
- Educated to Masters level or equivalent experience in Nursing, Midwifery or an Allied Health Profession. (Must be registered)
Skills/ Abilities
Essential
- Knowledge and experience of clinical governance processes, with an ability to challenge and question clinical practice of all members of the multiprofessional team.
- Ability to analyse and rigorously review aspects of the patient's care pathway, interpreting information and using knowledge and judgement to provide personalised responses to complaints, including recommendations of modifications to practice where necessary
- Analytical skills and the ability to draw qualitative and quantitative data from a wide range of sources to form appropriate conclusions and present in a clear concise manner.
- Excellent presentation skills and the ability to present data and information in user friendly formats.
Experience / Knowledge
Essential
- Expertise in completion of systems based investigations.
- Experience of working collaboratively with patients/ services/ stakeholders to improve the quality of services.
- Evidence of post qualifying and continuing professional development
- Clear understanding of the bereavement process.
Trust Values, Equal Opportunities & Other Requirements
Essential
- Understanding and demonstration of the Trust Values
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
