Lead for Complaints and Investigations

Job summary

The post holder will be responsible for investigating, managing and responding to complex complaints and investigations, and work with another experienced Lead. They will liaise across multiple departments.

They will identify potential improvements that could be made. The post holder needs to be an excellent communicator, confident working with online staff meetings, using Microsoft, and engaging with families. They must have a compassionate and be supportive of staff involved in the complaint.

The post requires intense intellectual concentration, interpreting and analysing verbal and written data, confident in searching medical records. Information that is being analysed may be sensitive and emotionally charged, and they need to have the ability to identify complex clinical situations where risk is present and share information to safeguard against potential harm.

They will write compassionate and clear responses that will be sent to the family and other third parties such as MPs.

The post holder will be liaising where appropriate (e.g. Social Workers), the Police, the Provider Collaborative, MPs (who may write on behalf of their constituents), and other NHS services such as hospitals. They will be involved in completing audits of complaints, analysing complaint data, highlighting trends for action, and writing monthly reports for managers.

Main duties of the job

• Lead on complaints with external stakeholders such as the clinical Commissioning group (CCG), the Parliamentary health service ombudsman (PHSO), and the Care quality Commission (CQC)
• If required, complete higher learning reviews and serious incidents, or work with the incidents departments and support their investigation
• Provide recommendations identified from service improvements to team managers, general managers, Head of Service and professional leads
• Provide regular briefings to the Head of Service as required
• Promote an inclusive response to complaints, actively promoting anti racism, and identify and raise concerns where any complaint identifies racism, discrimination, bullying or harassment
• In the case of a data breach, ensuring the correct action is followed, and reporting to the Information Commissioner's Office (ICO) within 72 hours, if appropriate
• Ensure the principle of 'duty of candour' is followed

About us

Hampshire and Isle of Wight Healthcare NHS Foundation Trust provides joined-up mental and physical healthcare for around two million people across our communities. With over 13,000 staff working in the community and local hospitals, we deliver care at every stage of life, helping people live their best and healthiest lives.

Our mental health services include community-based support and early intervention in psychosis (EIP) for both adults and young people, alongside a network of specialist inpatient wards covering forensic, learning disability, eating disorder and older person's care.

We deliver extensive physical health services too, from urgent community response teams helping frail and older patients remain safely at home, to hospitals at home teams providing acute-level care in familiar surroundings. Our neurological services offer rehabilitation and treatment for conditions including Multiple Sclerosis, Parkinson's Disease, Motor Neurone Disease, Head Injury, Cerebral Palsy and Stroke. Across Hampshire, our community hospitals provide inpatient rehabilitation as a step down from acute care, and our dedicated teams also staff Treetops Sexual Assault Referral Centre in Portsmouth, offering expert, compassionate support.

Everything we do is underpinned by our CARE values of compassion, accountability, respect and excellence

Employer details

Employer name

Hampshire and Isle of Wight Healthcare NHS Foundation Trust

Address

Ashurst Child and Family Centre

Lyndhurst Road, Ashurst

Southampton

Hampshire

SO40 7AR

Employer's website

https://hiowhealthcare.nhs.uk/ (Opens in a new tab)

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Employer details

Employer name

Hampshire and Isle of Wight Healthcare NHS Foundation Trust

Address

Ashurst Child and Family Centre

Lyndhurst Road, Ashurst

Southampton

Hampshire

SO40 7AR

Employer's website

https://hiowhealthcare.nhs.uk/ (Opens in a new tab)

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