Divisional Complaints Case Handler

Job summary

To be responsible for the day to day management of complaints for the Division ensuring compliance with national and local procedures and guidelines. Working under minimal supervision, the post holder will use considerable initiative to compose, construct and format responses to complaints in a professional manner. To ensure all complaints are investigated and responded to in line within NHS and Trust guidelines and in line with Trust, Key Performance Indicators. Provide guidance and training to Trust staff on the Complaints Policy and Procedure. To provide accurate and contemporaneous reports to the Division and wider Trust teams.

Main duties of the job

To support the Emergency & Ambulatory Care senior team and divisional Clinical Governance coordinators to ensure that quality and patient experience is at the heart of the service we deliver.

To act as the focal point for complaints handling within the division, which will include managing the complaint episode, provide a response draft, investigation process management and reports.

To undertake professional development, seeking opportunities to enhance skills as identified via a personal development plan

To act as a facilitator in relation to the concerns of patients, their carers and families and to negotiate local and formal resolution to issues as speedily as possible.

Review formal and informal complaints received into the complaints department and request for additional information or clarification from the complainant if required, in line with the Trust complaints process to enable a full detailed response to be written

Provide information gained from complaints to the Division and wider Trust to identify trends and areas for development. Have a positive impact on the level of service provided, working closely with clinicians and managers to directly influence improvement in performance.

About us

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.

Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

We run major acute services at:

• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark's Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.

We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.