Job summary
We are seeking to recruit an experienced, enthusiastic, and highly motivated individual to join the Trust as Complaints Manager and who will be responsible for all operations of the Trust's Complaints team.
Leading a team of established Complaints Investigators and Advisors, the post holder will be responsible for ensuring timely investigation and resolution of formal complaints received, consistently delivering a quality service as an integral part of the Trust's commitment to improving patient experience and services, in accordance with the Trust's core values and Policies & Procedures.
We are looking for a candidate with knowledge and practical experience of complaints/resolution management and its processes, together with a proven understanding of conflict resolution, mediation, and negotiation in the context of complaints management and investigation, ideally within another NHS acute Trust.
The post is for 37.5 hours per week to cover maternity leave)
Based at Watford General Hospital.
For an informal discussion and further details, please contact: Shafia Ghaus on (01923) 217740
Main duties of the job
The post holder will oversee and manage all aspects of Complaints resolution, in line with the NHS and Trusts Complaints Policy and in accordance with the Trust's core values.
To proactively appraise and triage all new incoming complaints received and put into place processes to ensure complaints are captured, ensuring these are allocated to the most appropriate Complaints Investigator/advisor.
Promote and facilitate the early resolution of complaints and concerns, ensuring the identification of complainant's underlying concerns to achieve resolution at an early stage.
Ensure that responses and outcomes are patient focused at all times.
Critically appraise complaint cases to ensure that quality issues are identified, and managed, potential serious incidents are appropriately flagged and ensure that investigations are thorough, transparent and open.
Ensure responses by the Complaints team and investigators of complaints and concerns are appropriate and done in a timely manner.
Review all investigation responses and final response letters received for signature by the Chief Executive, ensuring that they are factually accurate, honest and include all relevant information.
About us
There has never been a more exciting time to join West Hertfordshire Hospitals NHS Trust! Major redevelopment works are due for completion by 2025 or soon after. These will be most dramatic at Watford General Hospital where up to 90% of buildings will be new.
There are also plans for a digital transformation, new models of care and a multi-storey car park which is opening this year. As well as this, the trust - which won the UK Best Employer Award (Nursing Times 2019) - is applying for teaching hospital status in recognition of its wide and well-renowned role in educating doctors, nurses, and other healthcare professionals.
We encourage and welcome people with disabilities if you need help please ask.
We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment.
If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.
Job description
Job responsibilities
In this challenging post, you will be responsible for the daily management of a complaints team, overseeing the receipt and investigation of all formal complaints, ensuring that these are completed within the required timescales, root causes established, learning identified and shared in order to make recommendations for quality improvements within the Trusts operational services.
In your role you will be responsible for the timely completion of reports as part of the Trusts assurance and review processes and be able to analyse trends and themes of complaints, presenting these at all levels up to and including Trust Board.
The role requires the post holder to be able to develop and maintain excellent relationships while working closely with the Trusts divisions, departments and Executive team, as well as external key stakeholders/partners, including Healthwatch and the Parliamentary Health Service Ombudsman (PHSO) across a wide range of often complex and challenging complaint investigations.
To attend and contribute to divisional, wider governance or team meetings and deliver training on the complaints process to Trust staff.
Responsible for the development of the Trusts complaints related policies and procedures in line with changing regulations and as identified from the review of complaints and concerns handling in the Trust. Propose and facilitate changes to improve organisational practice and performance.
Complete comprehensive reports and analysis of Complaints to the divisions, Executive Team and Trust board.
Job description
Job responsibilities
In this challenging post, you will be responsible for the daily management of a complaints team, overseeing the receipt and investigation of all formal complaints, ensuring that these are completed within the required timescales, root causes established, learning identified and shared in order to make recommendations for quality improvements within the Trusts operational services.
In your role you will be responsible for the timely completion of reports as part of the Trusts assurance and review processes and be able to analyse trends and themes of complaints, presenting these at all levels up to and including Trust Board.
The role requires the post holder to be able to develop and maintain excellent relationships while working closely with the Trusts divisions, departments and Executive team, as well as external key stakeholders/partners, including Healthwatch and the Parliamentary Health Service Ombudsman (PHSO) across a wide range of often complex and challenging complaint investigations.
To attend and contribute to divisional, wider governance or team meetings and deliver training on the complaints process to Trust staff.
Responsible for the development of the Trusts complaints related policies and procedures in line with changing regulations and as identified from the review of complaints and concerns handling in the Trust. Propose and facilitate changes to improve organisational practice and performance.
Complete comprehensive reports and analysis of Complaints to the divisions, Executive Team and Trust board.
Person Specification
Applications will be shortlisted against the person specification
Essential
- Score 0 = does not meet the person specification, 1 = reserved meets some person specification requirements, 2 = Meets all person specification requirements.
Person Specification
Applications will be shortlisted against the person specification
Essential
- Score 0 = does not meet the person specification, 1 = reserved meets some person specification requirements, 2 = Meets all person specification requirements.
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).
