Job summary
Complaints Manager for Unplanned Care
Department Complaints and PALS Team
Band 6 £37,338 - £44,962 per annum
Hours: 37.5 per week, all MKUH roles will be considered for flexible working
The Complaints and PALS team are looking to recruit a dynamic and self-motivated individual who can manage the formal complaint process. The role will manage the formal complaint process for unplanned services.
If you are successful, you would need to be caring and ensure that patients and families are at the heart of everything they do, be able to build good relationships with senior staff in the organisation and be able to provide a seamless service for our complainants.
The successful candidate will have a proven track record in dealing with NHS complaints through to resolution and will need to have fantastic communication skills to be able to formulate complex complaint responses to the highest of standards.
The successful candidate will be someone who wishes to progress in the field of complaint handling/patient experience and wants to contribute their experience and skills to make a difference in #TeamMKUH and the perspective of complaints.
'We care We communicate We collaborate We contribute'
Interview date; 13.08.2025
Previous applicants need not apply.
Main duties of the job
o To be responsible for managing the delivery of a formal complaints service for complainants and to the divisions to ensure an efficient and effective complaints service that investigates formal complaints to the highest standards - leading this service provision for Unplanned Care (Divisions of Medicine and Core Clinical)o To provide non-clinical advice, information and a signposting service to patients and their families.o To provide necessary expertise and support to the divisional triumvirates in the drafting of written responses to formal complaints.o To take an active role and be responsible for maintaining accurate information to support the audit of complaints.o To ensure the action taken and lessons learned following the investigation of complaints are recorded on Radar and these actions are shared with the divisions, and where appropriate Trust wide, and are referenced in any reporting to the divisions or the Trust Board.o To support and develop the Complaint Officers ensuring they are responsive to the needs of complainants and staff and that complaints are recorded accurately and to a high standard from a quality perspective.
About us
'Administrative and Clerical staff feel supported with flexible working at MKUH, reporting 6.82 out of 10, and a 76% feel strongly about approaching their managers regarding flexible working.' (NHS Staff Survey 2024).
You can expect a warm welcome at Milton Keynes University Hospital, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At MKUH we appreciate our staff and reward them with an outstanding benefits package including:
- Free on-site parking
- Free refreshments
- Great flexible workingopportunities
- Discounted gym membership
- Lease car scheme
- Generous annual leave and pension scheme
- On site nursery (chargeable)
- Extensive staff health and well-being programme
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
Job description
Job responsibilities
To be responsible for high quality and timely communication with all contacts to the office including patients, their families, and staff. Maintain and nurture relationships with all staff providing a supportive environment where staff feel supported through the complaints and investigative process. Ensure contacts to the service receive non- clinical advice appropriate to their needs. Patients and families should also be provided with advice and information regarding the complaints procedure and what they should expect from the Complaints or PALS team. To be able to produce reports that clearly analyse where complaints are happening, what the complaints are regarding and what action is being taken in response to the complaints on a Divisional and Trust wide level. The national and local timescales for dealing with complaints will need to be adhered to at all times. The Complaints Manager will be responsible for ensuring all complaints within Unplanned Care are responded to in timescales agreed or for obtaining the appropriate extensions to those dates by negotiation with staff and complainants. The postholder needs to be process-driven and person-centred. To ensure the complainant is put at the heart of the complaints process and receives accurate and timely communication to ensure they are fully aware of the complaints process and feel fully supported during the investigation.
The postholder will support the Head of Patient and Family Experience to ensure the Trust has an up-to-date complaints policy which reflects the national requirements for dealing with complaints and any local requirements as agreed by the Board. The postholder should participate in service development and work to continuously improve the service as a whole for both complainants and staff. Ensure that the office fully equipped from an IT and resources point of view and the best use is made of the resources available to the team. The postholder will manage the complaint officers ensuring one to ones are undertaken on a regular basis and an annual appraisal is undertaken. The postholder will be involved in Trust wide training in relation to complaint handling and ensuring that Trust staff are aware of the complaints process and receive training to ensure they can deal with a complaint /concern on the spot. The postholder will be responsible for ensuring all data relevant to formal complaints is of the highest possible standard and it is clear from that information exactly who and what the complaint is about. To keep up to date with any research undertaken on complaints and any regulatory requirements for complaint handling. To work independently and make decisions appropriate to role.
Other duties
To provide support to the Head of Complaints and Patient and Family Experience and act as their Deputy in their absence ensuring the smooth running of the department and being the first point of reference and support to the complaints and PALS team members. Lead in the drafting of investigation responses, which may often be complex and/or lengthy, to produce a well written letter of response for the complainant for designated divisions. To assimilate complex clinical data from a number of sources, which may be complex, conflicting or counter-intuitive, into a single coherent response that addresses the concerns raised by the complainant sensitively. Provide an accurate account of the Trusts view of the issues raised by the complainant and, where necessary and appropriate, use tact to challenge the complainants version of events or their actions towards staff. Draft complaints for the approval of the division and for the signature of and authorisation by the Chief Executive. Check final responses to complaints, ensuring compliance with Trust policy and letter writing guidelines. To ensure the Trust responds to complaints within agreed timescales and in accordance with Trust objectives. Lead associated complaints and patient experience work including formulation and delivery of training, undertaking audits and policy/procedure development. Manage all complaints that are not resolved after the initial investigation/response.
Please refer to the Job Description for further details
We believe success lies in the diversity of our employees and are committed to promoting equality, encouraging diversity and embracing inclusion. We welcome applications from everyone interested in working for us.
MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices.
We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.
MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.
By applying for this role, you accept if successful, that information from your application will be transferred into the national NHS Electronic Staff Record (ESR) system. Your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers.
Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.
Job description
Job responsibilities
To be responsible for high quality and timely communication with all contacts to the office including patients, their families, and staff. Maintain and nurture relationships with all staff providing a supportive environment where staff feel supported through the complaints and investigative process. Ensure contacts to the service receive non- clinical advice appropriate to their needs. Patients and families should also be provided with advice and information regarding the complaints procedure and what they should expect from the Complaints or PALS team. To be able to produce reports that clearly analyse where complaints are happening, what the complaints are regarding and what action is being taken in response to the complaints on a Divisional and Trust wide level. The national and local timescales for dealing with complaints will need to be adhered to at all times. The Complaints Manager will be responsible for ensuring all complaints within Unplanned Care are responded to in timescales agreed or for obtaining the appropriate extensions to those dates by negotiation with staff and complainants. The postholder needs to be process-driven and person-centred. To ensure the complainant is put at the heart of the complaints process and receives accurate and timely communication to ensure they are fully aware of the complaints process and feel fully supported during the investigation.
The postholder will support the Head of Patient and Family Experience to ensure the Trust has an up-to-date complaints policy which reflects the national requirements for dealing with complaints and any local requirements as agreed by the Board. The postholder should participate in service development and work to continuously improve the service as a whole for both complainants and staff. Ensure that the office fully equipped from an IT and resources point of view and the best use is made of the resources available to the team. The postholder will manage the complaint officers ensuring one to ones are undertaken on a regular basis and an annual appraisal is undertaken. The postholder will be involved in Trust wide training in relation to complaint handling and ensuring that Trust staff are aware of the complaints process and receive training to ensure they can deal with a complaint /concern on the spot. The postholder will be responsible for ensuring all data relevant to formal complaints is of the highest possible standard and it is clear from that information exactly who and what the complaint is about. To keep up to date with any research undertaken on complaints and any regulatory requirements for complaint handling. To work independently and make decisions appropriate to role.
Other duties
To provide support to the Head of Complaints and Patient and Family Experience and act as their Deputy in their absence ensuring the smooth running of the department and being the first point of reference and support to the complaints and PALS team members. Lead in the drafting of investigation responses, which may often be complex and/or lengthy, to produce a well written letter of response for the complainant for designated divisions. To assimilate complex clinical data from a number of sources, which may be complex, conflicting or counter-intuitive, into a single coherent response that addresses the concerns raised by the complainant sensitively. Provide an accurate account of the Trusts view of the issues raised by the complainant and, where necessary and appropriate, use tact to challenge the complainants version of events or their actions towards staff. Draft complaints for the approval of the division and for the signature of and authorisation by the Chief Executive. Check final responses to complaints, ensuring compliance with Trust policy and letter writing guidelines. To ensure the Trust responds to complaints within agreed timescales and in accordance with Trust objectives. Lead associated complaints and patient experience work including formulation and delivery of training, undertaking audits and policy/procedure development. Manage all complaints that are not resolved after the initial investigation/response.
Please refer to the Job Description for further details
We believe success lies in the diversity of our employees and are committed to promoting equality, encouraging diversity and embracing inclusion. We welcome applications from everyone interested in working for us.
MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices.
We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.
MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.
By applying for this role, you accept if successful, that information from your application will be transferred into the national NHS Electronic Staff Record (ESR) system. Your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers.
Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.
Person Specification
Qualifications and knowledge
Essential
- Educated to degree level or equivalent relevant work experience
- A good knowledge of national Complaint Regulations including the Parliamentary Health Service Ombudsman Principles
Experience
Essential
- Extensive knowledge and experience working in a NHS complaints environment
- Extensive experience in the writing of complaint responses
- Highly developed verbal communication skills
- Highly motivated with excellent negotiation and persuasion skills and an ability to develop and maintain constructive relationships with all professional/managerial disciplines
- Experience of working across professional boundaries
Skills
Essential
- A strong focus on timely delivery of outcomes and achievements
- Ability to work on own initiative and as part of a team
- Ability to cope with tight deadlines and competing priorities
- Well developed customer focus
- Flexible and pragmatic approach to problems and working practices
- Political Awareness
- Ability to develop strong working relationships and to motivate staff and others
- Knowledge of the Health Service and current national initiatives in relation to patient complaints
- Ability to analyse complex clinical issues /problems
- Self-motivating and act on own initiative, able to work independently
- Able to work with a great degree of flexibility and adaptability
- Ability to work with people at all levels of the organisation
Personal and people development
Essential
- Experience of training and developing colleagues
- Evidence of Continuous Professional Development
Communication
Essential
- Excellent interpersonal skills and the ability to influence others
- Excellent communication skills, both verbal and written
- Proven ability in writing complaint responses that will be acceptable within Trust standards
Person Specification
Qualifications and knowledge
Essential
- Educated to degree level or equivalent relevant work experience
- A good knowledge of national Complaint Regulations including the Parliamentary Health Service Ombudsman Principles
Experience
Essential
- Extensive knowledge and experience working in a NHS complaints environment
- Extensive experience in the writing of complaint responses
- Highly developed verbal communication skills
- Highly motivated with excellent negotiation and persuasion skills and an ability to develop and maintain constructive relationships with all professional/managerial disciplines
- Experience of working across professional boundaries
Skills
Essential
- A strong focus on timely delivery of outcomes and achievements
- Ability to work on own initiative and as part of a team
- Ability to cope with tight deadlines and competing priorities
- Well developed customer focus
- Flexible and pragmatic approach to problems and working practices
- Political Awareness
- Ability to develop strong working relationships and to motivate staff and others
- Knowledge of the Health Service and current national initiatives in relation to patient complaints
- Ability to analyse complex clinical issues /problems
- Self-motivating and act on own initiative, able to work independently
- Able to work with a great degree of flexibility and adaptability
- Ability to work with people at all levels of the organisation
Personal and people development
Essential
- Experience of training and developing colleagues
- Evidence of Continuous Professional Development
Communication
Essential
- Excellent interpersonal skills and the ability to influence others
- Excellent communication skills, both verbal and written
- Proven ability in writing complaint responses that will be acceptable within Trust standards
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.
