Band 3 - Complaint Administrator, Complaints

West Hertfordshire Teaching Hospitals NHS Trust

This job is now closed

Job summary

Fixed Term/Secondment Post - 3 Months

Are you seeking a change where you can have a positive impact upon patient experience where no two days are the same, then this may be the role for you.

The Complaints team is a team where you will provide an accessible and responsive service, offering on advice, and guidance for patients relatives and members of the public who wish to raise concerns about their care.

In this post, you will provide administrative support to a team that aims to resolve concerns quickly and efficiently and in accordance with the NHS complaints regulations. You will be dealing with highly sensitive situations.

****** IMPORTANT INFORMATION - PLEASE READ ******

Please note - we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.

Main duties of the job

We are seeking to appoint a committed and energetic individual who has the right values to join our team. The individual must be enthusiastic, motivated, have sensitivity and tact, someone who is able to demonstrate excellent communication and interpersonal skills

On a daily basis, you will respond to emails, log complaints, respond to phone calls and be the first point of contact and liaise with key staff to address questions, issues and concerns

Experience of general administration duties and a comprehensive knowledge of Microsoft Office packages are required. Experience and knowledge of using Datix reporting system is desirable.

About us

With a new hospital planned for Watford and work underway to update theatres at St Albans City Hospital, this is an exciting time to join us.

We are building on the success of our award-winning virtual hospital and re-imaging models of care, working ever more closely with partners and making the most of advances in digital healthcare.

Staff wellbeing and development are a priority at our Trust, as is the role of innovation in improving clinical care, outcomes and patient experience.

Our vision is Excellent patient care, together and our values are to be empowered, compassionate, professional and inclusive. They capture an important balance across what we must all do as individuals and to support others.

At West Herts we offer a variety of flexible working options as we recognise the importance of a good work life balance and the ability to work flexibly.

We kindly invite you to consider submitting an application.

If you have a disability or long-term health condition and should you require support or guidance please contact westherts.recruitment@nhs.net

If you are a Service Leaver, Veteran, Military Reserve, Cadet Force Adult Volunteer, or partner/spouse of those serving please tick "Member of the Armed Forces Community" on the application form.

We reserve the right to close this advert early due to the volume of applicants.

If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.

Date posted

24 September 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,008 to £25,553 a year inc. HCA

Contract

Fixed term

Duration

3 months

Working pattern

Full-time, Flexible working

Reference number

360-E-6083-A

Job locations

Watford General Hospital

Watford

WD18 0HB

Job description

Job responsibilities

You will be working directly with the complaints team which consists of a Complaints Manager, two Complaints Advisors and two Complaints Investigators.

You will be carrying out administrative tasks such as logging complaints amass medical records and actively assisting complainants through various channels to progress their complaint.

Hours of Service 8.30-4.30

Job description

Job responsibilities

You will be working directly with the complaints team which consists of a Complaints Manager, two Complaints Advisors and two Complaints Investigators.

You will be carrying out administrative tasks such as logging complaints amass medical records and actively assisting complainants through various channels to progress their complaint.

Hours of Service 8.30-4.30

Person Specification

Education and qualifications

Essential

Good general education with a minimum of 5 GCSE or equivalent to include English Language at Grade C or above

Desirable

Secretarial qualification

Knowledge

Essential

Use of Microsoft Office Applications, particularly Word, Excel, Adobe Reader, PowerPoint, and Outlook
Be aware of confidentiality and data protection when handling sensitive information

Desirable

Previous use of Datix, or similar database.
Current NHS experience and or practical experience and knowledge of the NHS complaints procedure.

Experience

Essential

Experience in an administrative post

Desirable

Experience of NHS work and/or in a complaints department

Person Specification

Education and qualifications

Essential

Good general education with a minimum of 5 GCSE or equivalent to include English Language at Grade C or above

Desirable

Secretarial qualification

Knowledge

Essential

Use of Microsoft Office Applications, particularly Word, Excel, Adobe Reader, PowerPoint, and Outlook
Be aware of confidentiality and data protection when handling sensitive information

Desirable

Previous use of Datix, or similar database.
Current NHS experience and or practical experience and knowledge of the NHS complaints procedure.

Experience

Essential

Experience in an administrative post

Desirable

Experience of NHS work and/or in a complaints department

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.

Certificate of Sponsorship

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