Job summary
An exciting opportunity has arisen for a Complaints and PALS Co-ordinator to temporarily join the existing well-established team at the Oxford University Hospitals NHS Trust for a period of maternity cover.
Main duties of the job
We are looking for someone who is personable and self-motivated with the ability to cope under the stresses and pressure that comes from dealing with complaints on a daily basis. The ability to work autonomously and as part of a team is essential.
You must be an excellent communicator, who can remain calm and professional at all times. A proven track record of high level written and verbal communication skills is essential, as is the ability to prioritise and meet challenging deadlines.
You will be expected to facilitate resolution meetings between complainants and clinicians, ensuring these are conducted in an appropriate, supportive environment.
You will have well developed telephone skills and be able to extract and summarise the essence of a verbal complaint without preconceptions or judgement.
The environment is challenging and demanding, therefore you must be able to prioritise and take responsibility for your workload. You must be confident at liaising with people at all levels.
Previous experience of working in the NHS Complaints system or similar is welcome, but not essential,although a thorough understanding of the NHS Complaints process is expected.
You will need to demonstrate excellent experience of producing documents using Microsoft computer packages and using internet and email systems. The ability to write reports based on collected data is welcomed.
About us
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. Find out more here www.ouh.nhs.uk
The Trust comprises of four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
COVID-19 Vaccination Update: There has been a national announcement that COVID-19 vaccinations will be mandatory for all patient-facing staff from 1 April 2022. This role could be affected by this, we therefore urge all applicants to consider this before applying. Patient-facing staff who have not had both vaccinations by 1 April 2022 will not be able to continue in their role.
Job description
Job responsibilities
To oversee and manage the Divisional response to queries and complaints from first contact with a complainant to the final response. To directly oversee complaints coordination for one or more Divisions; prioritise own work for action, delegate where appropriate and supervise responses. To support senior managers in the Trust and the Complaints and Patient Services Manager by providing advice and guidance on the Trusts complaints policy. To ensure the efficient handling and resolution of enquiries from Patients, families and Visitors. To ensure excellent customer care and the implementation of the Trusts Values into Action throughout the complaint or PALS pathway liaising as necessary with colleagues, internal departments and external organisations. To supervise and provide reports on division specific areas of processing, recording and responses to complaints, requests for information, positive and adverse comments and other Trusts enquiries. To maintain up to date knowledge about the national best practice in NHS complaints practice, NHS England policy, NHS Complaints Regulations 2009, recommending changes as required in Trust policy in order to comply with these. To grade complaints according to the Trusts Complaints Decision making matrix. To review and edit draft responses for complaints and requests for information and other Trust enquiries. To be responsible for ensuring the complaints and PALS database and files are accurate, up to date and comply with Trust policy and the Data Protection Act.
Job description
Job responsibilities
To oversee and manage the Divisional response to queries and complaints from first contact with a complainant to the final response. To directly oversee complaints coordination for one or more Divisions; prioritise own work for action, delegate where appropriate and supervise responses. To support senior managers in the Trust and the Complaints and Patient Services Manager by providing advice and guidance on the Trusts complaints policy. To ensure the efficient handling and resolution of enquiries from Patients, families and Visitors. To ensure excellent customer care and the implementation of the Trusts Values into Action throughout the complaint or PALS pathway liaising as necessary with colleagues, internal departments and external organisations. To supervise and provide reports on division specific areas of processing, recording and responses to complaints, requests for information, positive and adverse comments and other Trusts enquiries. To maintain up to date knowledge about the national best practice in NHS complaints practice, NHS England policy, NHS Complaints Regulations 2009, recommending changes as required in Trust policy in order to comply with these. To grade complaints according to the Trusts Complaints Decision making matrix. To review and edit draft responses for complaints and requests for information and other Trust enquiries. To be responsible for ensuring the complaints and PALS database and files are accurate, up to date and comply with Trust policy and the Data Protection Act.
Person Specification
Qualifications
Essential
- oDegree or equivalent with considerable experience of NHS complaints, advice or equivalent
- oExcellent standard of literacy and numeracy and attention to detail
- oEvidence of excellent writing ability - clarity, sensitivity and use of plain English
- oIT literate: Experienced in the use of Word, Excel, Outlook, email, Internet and database management
- oPrevious experience of managing and influencing people
- oExperience of writing reports at service level containing both narrative and data
Desirable
- oPost-Graduate qualification
- oKnowledge of electronic complaints management systems for example Datix - Web and/or Rich Client version system
- oUnderstanding of Data Protection and Freedom of Information Acts
- oRSA II minimum or equivalent
- oGood understanding of medical terminology
Experience
Essential
- Previous experience of managing and influencing people
- Experience of writing reports at service level containing both narrative and data
Desirable
- oCreative
- oKeen to expand personal skills/attributes
Person Specification
Qualifications
Essential
- oDegree or equivalent with considerable experience of NHS complaints, advice or equivalent
- oExcellent standard of literacy and numeracy and attention to detail
- oEvidence of excellent writing ability - clarity, sensitivity and use of plain English
- oIT literate: Experienced in the use of Word, Excel, Outlook, email, Internet and database management
- oPrevious experience of managing and influencing people
- oExperience of writing reports at service level containing both narrative and data
Desirable
- oPost-Graduate qualification
- oKnowledge of electronic complaints management systems for example Datix - Web and/or Rich Client version system
- oUnderstanding of Data Protection and Freedom of Information Acts
- oRSA II minimum or equivalent
- oGood understanding of medical terminology
Experience
Essential
- Previous experience of managing and influencing people
- Experience of writing reports at service level containing both narrative and data
Desirable
- oCreative
- oKeen to expand personal skills/attributes
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.
