Job summary
An opportunity has arisen for a Complaints Facilitators with a commitment to improving patient experience.
Working as part of the team, you will act as a Complaints Facilitator for the Trust, dealing with concerns raised formally by patients, relatives, carers and members of the public.
You will have excellent communication and influencing skills and the ability to respond positively to a rapidly changing environment. You will be instrumental in providing a visible and highly effective complaints service for the Trust.
The successful applicant will be capable of managing a caseload independently and analysing problems presented to the team by patients and relatives. You will be kind, caring, and articulate and have the ability to remain calm under pressure. Knowledge of MS Office and a high level of written correspondence and reports experience is essential, as is a dedicated and flexible approach to team working.
This is an exciting time for our service and if you possess the relevant skills and experience and have a passion for ensuring the service is delivered to the highest of standards, we would like to hear from you.
Main duties of the job
The Complaints Facilitator will deal with concerns raised formally on behalf of patients, relatives, carers and members of the public. The post holder will evaluate and triage written correspondence, answering the telephone and maintaining the generic email inboxes. The post holder will be able to work both autonomously and as part of the team maintaining the professional standards expected.
The role will involve dealing with highly emotive situations and having the ability to diffuse them by resolving the issues raised by the contacts.
The post holder will be expected to be able to work in an effective and professional manner, managing their own caseload within agreed timescales.
About us
What's the hospital like?
Pilgrim Hospital is situated beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24-hour major accident and emergency service.
Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services.
Lincoln Hospital is a thriving university city and with the opening of the new medical school, It provides all major specialties and a 24-hour major accident and emergency service
If you want to make a difference and be part of something new and exciting then we would love to hear from you so, what are you waiting for?!
"Excellence in rural healthcare", delivered by people who put patients at the heart of everything they do
One Trust,Endless opportunities
Job description
Job responsibilities
To promote and support a culture of learning and quality improvement across all aspects of patient care, safety, services and resource management within United Lincolnshire Hospitals NHS Trust.
To support the Complaints Team in the provision of an accessible and responsive service to patients, their families, carers and member of the public who wish to make a complaint about services provided by the Trust.
To act as part of the Complaints Team, acting as primary point of contact for colleagues across the Trust.
To be responsible for supporting the management of the Trusts complaints function leading to the continuing development of and a pro-active approach to the management of complaints within statutory requirements and broad national and local guidelines.
To be responsible for providing an efficient and effective service for the Trust for Parliamentary Health Service Ombudsman cases, supporting the on-going management of the complaints and any external investigations.
To support the Complaints and PALs Manager with the coordination of learning from complaints and management of action plan completion across the organisation.
To be responsible for providing an efficient and effective complaints service for the Trust through supporting the management of the Complaints Department and operational management teams handling complaints.
Job description
Job responsibilities
To promote and support a culture of learning and quality improvement across all aspects of patient care, safety, services and resource management within United Lincolnshire Hospitals NHS Trust.
To support the Complaints Team in the provision of an accessible and responsive service to patients, their families, carers and member of the public who wish to make a complaint about services provided by the Trust.
To act as part of the Complaints Team, acting as primary point of contact for colleagues across the Trust.
To be responsible for supporting the management of the Trusts complaints function leading to the continuing development of and a pro-active approach to the management of complaints within statutory requirements and broad national and local guidelines.
To be responsible for providing an efficient and effective service for the Trust for Parliamentary Health Service Ombudsman cases, supporting the on-going management of the complaints and any external investigations.
To support the Complaints and PALs Manager with the coordination of learning from complaints and management of action plan completion across the organisation.
To be responsible for providing an efficient and effective complaints service for the Trust through supporting the management of the Complaints Department and operational management teams handling complaints.
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent experience
- Evidence of Continual Professional Development
Desirable
- Customer Service Training
- Healthcare and/or relevant professional qualification
Previous Experience
Essential
- Experience of producing written material (including response letters, reports and presentations) to a high standard
- Experience of dealing with the public and clients in a customer service role
- Experience dealing with formal and informal feedback and complaints
- Experience of coordinating or supervising a team
- Be familiar with Data Protection Act and freedom of information act
- Extensive experience of working with business management IT systems and databases
Desirable
- Previous NHS experience - working in a patient-focused environment
- Knowledge of medical/healthcare terminology
- Experience of chairing meetings and taking minutes
Knowledge, Skills & Aptitudes
Essential
- Thorough knowledge and understanding of complaints investigation, confidentiality and consent procedures in the context of clinical governance in the NHS
- Strong administrative and organisational skills including accurate records management
- Skilled in the use of Microsoft Windows based applications including Word, Excel and Powerpoint
- Good verbal and written communication skills
Desirable
- Knowledge of information governance regulations and requirements as they relate to healthcare service providers
Specific Requirements
Essential
- Understanding of and commitment to the Trust's values
- Self-motivated and committed to improving the quality and safety of healthcare services within the Trust
Desirable
- An understanding of the regulatory framework applicable to the delivery of healthcare services in an acute hospital Trust
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent experience
- Evidence of Continual Professional Development
Desirable
- Customer Service Training
- Healthcare and/or relevant professional qualification
Previous Experience
Essential
- Experience of producing written material (including response letters, reports and presentations) to a high standard
- Experience of dealing with the public and clients in a customer service role
- Experience dealing with formal and informal feedback and complaints
- Experience of coordinating or supervising a team
- Be familiar with Data Protection Act and freedom of information act
- Extensive experience of working with business management IT systems and databases
Desirable
- Previous NHS experience - working in a patient-focused environment
- Knowledge of medical/healthcare terminology
- Experience of chairing meetings and taking minutes
Knowledge, Skills & Aptitudes
Essential
- Thorough knowledge and understanding of complaints investigation, confidentiality and consent procedures in the context of clinical governance in the NHS
- Strong administrative and organisational skills including accurate records management
- Skilled in the use of Microsoft Windows based applications including Word, Excel and Powerpoint
- Good verbal and written communication skills
Desirable
- Knowledge of information governance regulations and requirements as they relate to healthcare service providers
Specific Requirements
Essential
- Understanding of and commitment to the Trust's values
- Self-motivated and committed to improving the quality and safety of healthcare services within the Trust
Desirable
- An understanding of the regulatory framework applicable to the delivery of healthcare services in an acute hospital Trust
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
