Head of Complaints, PALS, Claims & Legal Services (Subject to Banding)

Job description

Job responsibilities

Role summary

The Head of Legal Services, Complaints, Claims and PALS will play a key role in providing strategic direction and leadership to ensure the provision of robust and responsive management of complaints/concerns, claims (clinical, employer liability/ public liability) and legal matters. Legal matters in the main will largely focus upon the management and full oversight of inquest management and claims. This is not exhaustive.

You will manage and lead quality improvements within the Legal Services, Complaints and PALS agendas and have performance monitoring responsibilities in relation to service change within all Clinical Business Unit(s). You will have responsibility for the formulation and oversight of external submissions such as K41 and the writing of reports for various committees and meetings including patient safety and clinical effectiveness sub committee and Quality Assurance Committee, this is not exhaustive.

Working as part of the Clinical Governance Department, to improve the quality and safeguarding of patients by supporting the development of systematic processes and structures that will assure quality and commit to enabling quality improvements.

FULL JOB DESCRIPTION ATTACHED.

Person Specification

Experience

Essential

• Experience of working across organisational boundaries
• Substantive experience of working in the health sector
• Experience of report writing
• Experience in complaints, PALS and legal matters
• Ability to manage staff, support their development and supervise their quality of work
• Experience of service redesign and leading patient experience and quality improvement work

Qualifications

Essential

• Educated to Masters level in relevant subject or equivalent level
• qualification or significant experience of working at a similar level in specialist area

Other

Essential

• Committed to continuous learning and self-improvement
• Able to travel to a number of locations as required to deliver the role
• Development of quality and performance monitoring indicators for services
• Operational management or service development experience in a health care setting

Skills Knowledge and competencies

Essential

• Knowledge of the NHS Complaints Regulations (2009)
• Knowledge of the PHSO Principles of Good Complaints Handling
• Knowledge of NHS Quality and Performance requirements
• Knowledge of NHSR and the anatomy of claims. Management of inquest and legal matters
• High level report writing and data analysis
• Knowledge of PC based applications including Microsoft Word, Powerpoint and Excel
• Ability to work effectively in a team with strong interpersonal skills with the ability to maintain positive and productive relationships at all levels

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.

Employer details

Employer name

Warrington and Halton Teaching Hospitals NHSFT

Address

Warrington Hospital

Lovely Lane

Warrington

Cheshire

WA5 1QG

Employer's website

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