Job summary
An exciting opportunity has arisen for a Complaints and PALS Co-ordinator to join the existing well-established team at the Oxford University Hospitals NHS Trust.
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. Resilience is key to this role.
You must be an excellent communicator, who remains 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.
Well developed telephone skills and be able to extract and summarise the essence of a verbal complaint without preconceptions or judgement is required.
The role is demanding, therefore you must be able to prioritise and take responsibility for your workload. Confidence to liaise with people at all levels.
Previous experience of working in the NHS Complaints system or similar is welcome, but not essential, but a thorough understanding of the NHS Complaints process is expected.
You will need to demonstrate excellent experience of producing documents using Microsoft computer packages.
Main duties of the job
To oversee and manage the Divisional response to queries and complaints
To prioritise own work for action, delegate where appropriate and supervise responses.
To ensure the efficient handling and resolution of enquiries from patients, families and visitors. To ensure excellent customer care and the implementation of the Trust's 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
To review and edit draft responses for complaints
To be responsible for ensuring the complaints and PALS database and files are accurate and up to date
To undertake the administration and facilitation of patient resolution meetings.
To assist with the administration associated with the complaints investigated by the Parliamentary and Health Services Ombudsman
To oversee the production of complaint and PALS feedback reports as requested by senior Trust managers to provide a qualitative analysis of the Trust's complaints and timely Divisional Feedback.
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. The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. For more information on OUH please view OUH At a Glance by OUHospitals - Issuu
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.
We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.
Job description
Job responsibilities
1. Management of Trust Complaints Process
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.
To supervise the process of complaints and PALS handling, utilising daily reports and working closely with site orientated Patient Services Officers (PALS).
To assist with the evidencing and recording of Divisional action plans for complaints and PALS themes
To undertake the administration and facilitation of patient resolution meetings.
To assist with the administration associated with the complaints investigated by the Parliamentary and Health Services Ombudsman and Care Quality Commission.
To oversee the production of complaint and PALS feedback reports as requested by senior Trust managers to provide a qualitative analysis of the Trusts complaints and timely Divisional Feedback.
To assist with the annual returns to the Department of Health as required via KO41.
To assist in the preparation of reports for the Trusts Board, Quality Committee and Patient Safety and Clinical Risk Management Committee.
2. Staff Supervision
To supervise the PALS Officers where required in respect of their work, site based approach and prioritisation.
To assist the team alignment in managing the workload between Divisions and individuals including general office duties including, where required to get the job done in a timely way, photocopying, faxing, filing, telephoning, maintaining stocks of stationery and processing incoming and outgoing communication.
3. Financial and Administrative Management
To assist the Complaints and Patient Services Manager to managing resources within the teams budget.
To be responsible for the back up of all computer files and information in line with the Data Protection Act and Trust Policy.
To be responsible for maintaining documentation in accordance with the Freedom of Information Act.
To maintain and develop effective systems, policies and procedures for all aspects of the teams work.
4. Support and cover for other members of the Patient Services Team
- To demonstrate a helpful and proactive approach to cross cover and team work so that patients and visitors are provided with a helpful, compassionate and sensitive service across all aspects of the Patient Services team.
This job description should be regarded only as a guide to the duties required and is not definitive or restrictive in any way. It may be reviewed in the light of changing circumstances following consultation with the post holder. This job description does not form part of the contract of employment.
Job description
Job responsibilities
1. Management of Trust Complaints Process
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.
To supervise the process of complaints and PALS handling, utilising daily reports and working closely with site orientated Patient Services Officers (PALS).
To assist with the evidencing and recording of Divisional action plans for complaints and PALS themes
To undertake the administration and facilitation of patient resolution meetings.
To assist with the administration associated with the complaints investigated by the Parliamentary and Health Services Ombudsman and Care Quality Commission.
To oversee the production of complaint and PALS feedback reports as requested by senior Trust managers to provide a qualitative analysis of the Trusts complaints and timely Divisional Feedback.
To assist with the annual returns to the Department of Health as required via KO41.
To assist in the preparation of reports for the Trusts Board, Quality Committee and Patient Safety and Clinical Risk Management Committee.
2. Staff Supervision
To supervise the PALS Officers where required in respect of their work, site based approach and prioritisation.
To assist the team alignment in managing the workload between Divisions and individuals including general office duties including, where required to get the job done in a timely way, photocopying, faxing, filing, telephoning, maintaining stocks of stationery and processing incoming and outgoing communication.
3. Financial and Administrative Management
To assist the Complaints and Patient Services Manager to managing resources within the teams budget.
To be responsible for the back up of all computer files and information in line with the Data Protection Act and Trust Policy.
To be responsible for maintaining documentation in accordance with the Freedom of Information Act.
To maintain and develop effective systems, policies and procedures for all aspects of the teams work.
4. Support and cover for other members of the Patient Services Team
- To demonstrate a helpful and proactive approach to cross cover and team work so that patients and visitors are provided with a helpful, compassionate and sensitive service across all aspects of the Patient Services team.
This job description should be regarded only as a guide to the duties required and is not definitive or restrictive in any way. It may be reviewed in the light of changing circumstances following consultation with the post holder. This job description does not form part of the contract of employment.
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 Ulysses
- oUnderstanding of Data Protection and Freedom of Information Acts
- oRSA II minimum or equivalent
- oGood understanding of medical terminology
Job related Aptitude / Skills
Essential
- Ability to assimilate information quickly, to assess a situation and resolve it appropriately and assist others to develop their skills
- Ability to communicate confidently with public and staff at all levels in both writing and verbally
- Ability to explain information to others according to their knowledge and understanding
- Able to prioritise competing deadlines and demands
- Demonstrated abilities to work well under pressure and adhere to tight deadlines
- Excellent interpersonal skills which demonstrate the Trust's values in action
- Excellent administrative, organisational, secretarial and computing skills
- Able to both make decisions independently and seek guidance where appropriate
- Methodical with attention to detail
- Able to concentrate on task despite frequent interruptions
- Excellent understanding of the Trust's Values and ability to demonstrate othese during the course of daily work
- Cope with the stresses of colleagues within the team and show respect towards others
Personal Disposition
Essential
- oConfident, efficient and professional in their approach to all work
- oAble to remain calm and professional in response to challenging behaviour
- oBe non-judgemental, tactful, diplomatic and at ease with people at all levels
- oDemonstrate ability to work unsupervised, using own initiative and as a member of the team
- oA willing, flexible and committed approach
- oSense of compassion
- oSense of humour
- oSmart, professional appearance at all times
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 Ulysses
- oUnderstanding of Data Protection and Freedom of Information Acts
- oRSA II minimum or equivalent
- oGood understanding of medical terminology
Job related Aptitude / Skills
Essential
- Ability to assimilate information quickly, to assess a situation and resolve it appropriately and assist others to develop their skills
- Ability to communicate confidently with public and staff at all levels in both writing and verbally
- Ability to explain information to others according to their knowledge and understanding
- Able to prioritise competing deadlines and demands
- Demonstrated abilities to work well under pressure and adhere to tight deadlines
- Excellent interpersonal skills which demonstrate the Trust's values in action
- Excellent administrative, organisational, secretarial and computing skills
- Able to both make decisions independently and seek guidance where appropriate
- Methodical with attention to detail
- Able to concentrate on task despite frequent interruptions
- Excellent understanding of the Trust's Values and ability to demonstrate othese during the course of daily work
- Cope with the stresses of colleagues within the team and show respect towards others
Personal Disposition
Essential
- oConfident, efficient and professional in their approach to all work
- oAble to remain calm and professional in response to challenging behaviour
- oBe non-judgemental, tactful, diplomatic and at ease with people at all levels
- oDemonstrate ability to work unsupervised, using own initiative and as a member of the team
- oA willing, flexible and committed approach
- oSense of compassion
- oSense of humour
- oSmart, professional appearance at all times
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.
