Patient Relations Manager

Job summary

The University Hospitals of Morecambe Bay offers an exciting opportunity for an experienced, enthusiastic, values-driven Patient Relations Manager to join our team.

The Patient Relations Manager will be the designated Complaints Manager for the Trust and we are looking for a highly motivated individual with a flexible and innovative approach.

The role will provide operational management of the Patient Relations Department, which includes Complaints Management and Patient Advice and Liaison Service (PALS).

The Patient Relations Manager will ensure that the receipt, investigation and response to complaints is carried out effectively and according to Trust policy and the Local Authority Social Services and National HealthService Complaints (England) Regulations 2009. They will carry a case load of complex, high profile complaints including Parliamentary and Health Service Ombudsman (PHSO)and provide effective leadership to the Patient Relations Team.

Please apply if you have the attributes and skills to take on this exciting and challenging role within the organisation.

Main duties of the job

• Adhere to the Trust policy for the management investigation and resolution of complaints ensuring that all complaints are fully answered within agreed timescales.
• Will deputise for the Head of Patient Safety and Complaints as necessary.
• Will lead on a small caseload of complex, high profile complaints which will include those complaints subject to a PHSO review.
• Will be responsible for the Patient Relations training plan for all relevant staff cross bay.
• Ensure that there is a robust system in place for the timely management, investigation and resolution of complaints.
• Lead and manage the Patient Relations team.
• Ensure the complaints team provide appropriate support and advice to all staff involved in the complaints process.
• To ensure PALS operates in a proactive way by dealing with matters in a sensitive, prompt and timely way to resolve issues raised and reduce the likelihood the matter will become a formal complaint.
• To ensure relevant reports are distributed to the appropriate staff to enable oversight of cases, trends and lessons learned.
• Promote the service to the public, patients, clients and carers. Develop links with external agencies. Along with being aware of the work of external agencies including other NHS organisations, social services and voluntary organisations in order to refer and direct patients to the appropriate organisations for assistance.

About us

We operate from three main hospitals - Furness General Hospital (FGH) in Barrow, the Royal Lancaster Infirmary (RLI) in Lancaster, and Westmorland General Hospital in Kendal, as well as a number of community healthcare premises including Millom Hospital and GP Practices, Queen Victoria Hospital in Morecambe, and Ulverston Community Health Centre.

FGH and RLI have a range of General Hospital services, with full Emergency Departments, Critical/Coronary Care units and various consultant-led services.

WGH provides a range of General Hospital services, together with an Urgent Treatment Centre, that can help with a range of non-life threatening conditions such as broken bones and minor illnesses.

All three main hospitals provide a range of planned care including outpatients, diagnostics, therapies, day case and inpatient surgery. In addition, a range of local outreach services and diagnostics are provided from community facilities across Morecambe Bay.