Job summary
The Head of Complaints is a key role in ensuring that the Trust provides high quality services, ensuring there are effective PALS and complaints processes in place with key lessons learned and improvements implemented following the raising of concerns.
The post holder will be pivotal in nurturing a culture of openness and improvement, working with staff across the divisions and departments to support the resolution of concerns effectively and efficiently to the satisfaction of the concern raiser. They will manage the staff within PALS and complaints teams, supporting the ongoing development of the service and ultimately raising the standard of care provided across the Trust.
They will be a credible leader, highly motivated and with a track record of transforming services for the better. They will work closely with the wider corporate teams, including Legal Services, Patient Experience and Inclusion and Patient Safety.
Interview date: 25th January 2024
Main duties of the job
Working with the divisions, the post-holder will oversee and influence the internal complaints and concerns systems to achieve the best possible response rates in line with the NHS Complaints Regulations. The post-holder will facilitate suitable resolution to complaints and concerns, setting the standard and overseeing complaints and concerns responses from the divisions to ensure they are accurate, compassionate, patient-centred and fully respond to all concerns raised. They will ensure that complainants receive comprehensive and high-quality responses to the concerns they raise.
The post-holder will ensure that lessons are learned and areas for improvements to the care provided are identified, with actions taken as a result of complaints. They will ensure that the divisions have systems in place to monitor their performance and to improve services, including regular reporting of actions taken as a result of complaints.
The post-holder will provide reports and analysis of a range of key performance indicators, including response times, Parliamentary and Health Service Ombudsman cases and outcomes and lessons learned, to support continuous improvement in patient experience and outcomes.
They will lead on complaints and PALS management and investigation training to meet the needs of all staff groups.
About us
The Secretary of State has approved the partnership between St Helens & Knowsley and Southport & Ormskirk Hospitals.
From 1st July we have come together as a single organisation under the name Mersey & West Lancashire Teaching Hospitals NHS Trust.
The Trust delivers acute hospital care, intermediate care, community, and primary care services to a population of over 600,000 people with a combined workforce of around 9000 dedicated and skilled staff from 17 locations including Whiston, Southport & Formby, St Helens, Ormskirk and Newton hospitals.
The Trust provides regional services for burns, plastic surgery and spinal injuries to more than 4 million people across Mersey and West Lancashire, Cheshire, the Isle of Man and North Wales.
Our Vision is to deliver 5 Star Patient Care:
- CAREthat is evidence based, high quality and compassionate
- SAFETY that is of the highest standards
- COMMUNICATION that is open, inclusive and respectful
- SYSTEMS that are efficient, patient centred and reliable
- PATHWAYS that are best practice and embedded, but also respect the individual needs of patients
Our achievements include:
- Trust rated Outstanding by CQC Inspection August 2018
- Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
- Awarded National Preceptorship Accreditation (2023) for our Nursing & AHP Preceptorship Programme
Please see our Wellbeing & Benefits booklet for more information on our staff benefits. Accessible version available upon request.
Job description
Job responsibilities
KEY DUTIES
- Provide overall day-to-day management of the Trusts Complaints and PALS Departments and their functions for the Trust, ensuring that all statutory responsibilities are met and that there is a comprehensive framework in place for effective complaints, concerns and compliment management
Professional responsibilities
- Liaise with the Executive Team, external stakeholders and staff throughout the organisation and ensure effective communication at all times.
Administrative responsibilities
- Ensure that comprehensive, systematic and up-to-date records are maintained for each complaint and PALS contact, ensuring that external returns are completed accurately, approved and submitted as per requirements, including KO41 return
Teaching & training responsibilities
- Maintain up-to-date knowledge on complaints regulations and national best practices
- Update the Executive Committee and relevant staff across the organisation of any legislative changes
- Create and deliver training to meet the needs of all staff groups, including the management and handling of complaints and concerns, how to conduct an investigation and respond effectively to complainants, ensuring up-to-date knowledge of the NHS Complaints Procedure
- Ensure that staff involved in all steps of the complaint process are aware of their responsibilities
Job description
Job responsibilities
KEY DUTIES
- Provide overall day-to-day management of the Trusts Complaints and PALS Departments and their functions for the Trust, ensuring that all statutory responsibilities are met and that there is a comprehensive framework in place for effective complaints, concerns and compliment management
Professional responsibilities
- Liaise with the Executive Team, external stakeholders and staff throughout the organisation and ensure effective communication at all times.
Administrative responsibilities
- Ensure that comprehensive, systematic and up-to-date records are maintained for each complaint and PALS contact, ensuring that external returns are completed accurately, approved and submitted as per requirements, including KO41 return
Teaching & training responsibilities
- Maintain up-to-date knowledge on complaints regulations and national best practices
- Update the Executive Committee and relevant staff across the organisation of any legislative changes
- Create and deliver training to meet the needs of all staff groups, including the management and handling of complaints and concerns, how to conduct an investigation and respond effectively to complainants, ensuring up-to-date knowledge of the NHS Complaints Procedure
- Ensure that staff involved in all steps of the complaint process are aware of their responsibilities
Person Specification
Qualifications
Essential
- Educated to postgraduate level or significant CPD/experience of managing a complex complaints agenda
- Recognised management or leadership training/equivalent experience.
- Equality & Diversity training.
Desirable
- Investigatory skills training
- Training in improvement methodology and/or project management.
- Advocacy or mediation training
- Customer Care Training
Knowledge
Essential
- Extensive knowledge of relevant legislation, including the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16 and the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
- Knowledge and understanding of the expectations of the PHSO's Complaint Standards
- Direct experience of managing complaints and complex complaints enquiries
- Experience of conducting thorough investigations
- Knowledge of being open and duty of candour requirements for complaints and incidents
- Experience of managing, leading and motivating teams and individuals
- Experience in using standard computer packages, including Microsoft office and able to use tools such as Excel to manipulate data for the purpose of reporting
- Experience of leading, transforming and developing services
- Experience of managing own case load and of managing own work during periods of change
- Experience of handling challenging behaviours and dealing with situations that may be sensitive or upsetting
Desirable
- Knowledge of use of Datix system or similar
- Knowledge of Adult and Child Safeguarding Procedures
Skills
Essential
- Ability to effectively convey complex information accurately, succinctly and in a sensitive manner, both verbally and in writing, including in written reports and responses
- Logical reasoning and analytical skills
- Ability to manage workload to meet tight deadlines
- Highly organised
- Able to react quickly and positively in a changing environment, ensuring actions are based on assessment of available information and in line with policy and best practice
- Ability to effectively train different levels and groups of staff
- Able to identify areas for improvement and to continuously monitor progress
- Able to manage difficult conversations and situations to achieve a positive outcome
- Able to maintain a high level of confidentiality at all times
- Deal effectively with a wide range of people and relate to staff at all levels, including Board members, senior management
- Attention to detail
- Work using own initiative
- Able to remain calm under pressure, with a flexible approach to the changing priorities of the service
- Able to maintain a high level of confidentiality at all times
- Self-motivated
- Able to work closely with affiliated teams to ensure a seamless process for patients who wish to raise concerns
Person Specification
Qualifications
Essential
- Educated to postgraduate level or significant CPD/experience of managing a complex complaints agenda
- Recognised management or leadership training/equivalent experience.
- Equality & Diversity training.
Desirable
- Investigatory skills training
- Training in improvement methodology and/or project management.
- Advocacy or mediation training
- Customer Care Training
Knowledge
Essential
- Extensive knowledge of relevant legislation, including the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16 and the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
- Knowledge and understanding of the expectations of the PHSO's Complaint Standards
- Direct experience of managing complaints and complex complaints enquiries
- Experience of conducting thorough investigations
- Knowledge of being open and duty of candour requirements for complaints and incidents
- Experience of managing, leading and motivating teams and individuals
- Experience in using standard computer packages, including Microsoft office and able to use tools such as Excel to manipulate data for the purpose of reporting
- Experience of leading, transforming and developing services
- Experience of managing own case load and of managing own work during periods of change
- Experience of handling challenging behaviours and dealing with situations that may be sensitive or upsetting
Desirable
- Knowledge of use of Datix system or similar
- Knowledge of Adult and Child Safeguarding Procedures
Skills
Essential
- Ability to effectively convey complex information accurately, succinctly and in a sensitive manner, both verbally and in writing, including in written reports and responses
- Logical reasoning and analytical skills
- Ability to manage workload to meet tight deadlines
- Highly organised
- Able to react quickly and positively in a changing environment, ensuring actions are based on assessment of available information and in line with policy and best practice
- Ability to effectively train different levels and groups of staff
- Able to identify areas for improvement and to continuously monitor progress
- Able to manage difficult conversations and situations to achieve a positive outcome
- Able to maintain a high level of confidentiality at all times
- Deal effectively with a wide range of people and relate to staff at all levels, including Board members, senior management
- Attention to detail
- Work using own initiative
- Able to remain calm under pressure, with a flexible approach to the changing priorities of the service
- Able to maintain a high level of confidentiality at all times
- Self-motivated
- Able to work closely with affiliated teams to ensure a seamless process for patients who wish to raise concerns
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).
