Job summary
This is an exciting opportunity to join the Coventry and Warwickshire NHS Partnership TrustPALS & Complaints team and deliver a compassionate and high-quality service to patients and relatives who have had cause to complain. We are looking for someone who is personable and who has the ability to adapt and accommodate change.
They must be able to self-motivate and work as part of a team. The post holder will be responsible for the day to supervision of the patient experience team.
Main duties of the job
This role provides the main interface with complainants, some of whom may be challenging. It is therefore vital the post holder is a good listener and an effective team player. A professional, caring and respectful manner must be demonstrated at all times.
The post holder is an essential point of contact in working closely with front line staff to receive, manage and respond to formal and informal enquiries and complaints in line with Trust policy and procedure and NHS Complaints Regulations.
The post holder will provide support and expert knowledge to Investigation Officers throughout formal complaint investigation process, including delivering training to investigating officers.
About us
At Coventry and Warwickshire Partnership NHS Trust (CWPT), we deliver a wide range of physical, mental health, learning disability and autism services, and are proud to serve communities across Coventry, Warwickshire and beyond.
We put 'people at our heart'; this ethos is at the centre of everything we do and how we do it. We care for our staff and colleagues as much as they care for others and offer a wide range of benefits and development opportunities.
- generous annual leave entitlement which increases during your time with us
- excellent learning and development opportunities, including apprenticeship frameworks, distance learning, internal training, coaching and mentoring, and much more
- salary sacrifice schemes for lease car/ vehicle, Cycle to Work, home and electronics, gym membership and more
- discounts with a range of retailers, restaurants and entertainment venues through our Employee Assistance Programme and NHS discount schemes
- wellbeing support, including an in-house counselling service, external helpline and more
- staff networks and support group
We're always on the lookout for people who share our passion for improving the lives and wellbeing of people in our community, as well as our values of compassion, collaboration, excellence, integrity and respect.
Job description
Job responsibilities
- To support the Head of Patient & Carer Experience in the development of systems for managing PALS , Complaints and Compliments and Patient & carer feedback.
- To support the Head of Patient & Carer Experience in promoting Patient Experience throughout the Trust.
- Tosupport the effective management of recording and reporting for all PALS , Complaints and Compliments within the trust.
- To support the effective management of recording and reporting patient & Carer experience feedback.
- To liaise directly with patients, relatives, carers and members of the public who wish to raise concerns or suggestions, or who require information or advice and where appropriate to seek resolution . Contact may be face to face, telephone, email or written correspondence.
- To receive complaints, oral and written, ensuring they are acknowledged andprocessed according to the NHS complaints regulations and the Trust policy.
- Toanalyse and assess the problem being presented and develop the most effective approach to its solution in conjunction with the person raising the concern.
- To provide an efficient, prompt and approachable support service to individuals, patients and carers by providing accurate information about the services provided by the Trust.
- To work with staff and agencies to access and action the most effective solution. This will involve immediate action to raise issues with frontline staff delivering the service.
- Establish and maintain relationships with Lead Clinicians, Directors and all grades of staff and managers to ensure effective communication and a consistent approach to all issues relating to PALS & complaints management across the Trust.
- To provide support and expert knowledge to Investigation Officers throughout formal complaint investigation process, including training.
- Assist managers, clinical and non-clinical staff to manage PALS by providing specialist advice to staff when dealing with difficult, complex, challenging and often upsetting PALS enquires and formal complaints . Be actively involved in achieving resolution.
- To provideexpert advice and support concerning the statutory NHS Complaints Regulations to staff and to complainants. Where necessary advise and support individuals to access alternative sources of information including advocacy services or other healthcare organisations or voluntary sector services relevant to their needs.
- To monitor complaints received, both verbal & written, highlight trends and maintain and develop complaints data bases.
- To develop and manage escalation process for PALS & complaints cases that are due to breach KPI.
- To directly manage highly complex and sensitive complaints information and provide expert support and advice to ensure thorough complaint investigations against NHS/Trust standards to ensure timely responses and that the Trust meets the standards set by the NHS Complaints Regulations.
- To support and collate information in relation to Freedom of Information requests and Subject to Access records requests.
- To manage the launch and implementation of thePatient & Carer Experience active engagement programme across the Trust to include Trust wide visits.
- To maintain Ulysses to ensure that all of the required information about each PALS complaint and compliment is present in readiness for data analysis and to have a good working knowledge to create reports using Ulysses system.
- To assist in activities to monitor progress against recommended actions.
- To supervise the preparation of case files and related information for Ombudsman and the Care Quality Commission.
- To prepare documentation for the Patient & Carer Experience Group, S&Q Committee, internal reports and external agencies including the CQC and Parliamentary and Health Service Ombudsman.
- To promote the service by providing information, delivering presentations and training. Assisting in the preparation of literature including leaflets and posters for both Trust staff and external groups.
- Provide day to day responsibility for the PALS and Complaints Officers and assist in managing their work ensuring the investigation of PALS & Complaints and production of responses are within prescribed timescales and meet a high standard.
- Provide line management to the PALS & Complaints officers, in line with Trust policy and procedures.
- Where required, cover the work of colleagues during periods of absence or peak workloads.
Job description
Job responsibilities
- To support the Head of Patient & Carer Experience in the development of systems for managing PALS , Complaints and Compliments and Patient & carer feedback.
- To support the Head of Patient & Carer Experience in promoting Patient Experience throughout the Trust.
- Tosupport the effective management of recording and reporting for all PALS , Complaints and Compliments within the trust.
- To support the effective management of recording and reporting patient & Carer experience feedback.
- To liaise directly with patients, relatives, carers and members of the public who wish to raise concerns or suggestions, or who require information or advice and where appropriate to seek resolution . Contact may be face to face, telephone, email or written correspondence.
- To receive complaints, oral and written, ensuring they are acknowledged andprocessed according to the NHS complaints regulations and the Trust policy.
- Toanalyse and assess the problem being presented and develop the most effective approach to its solution in conjunction with the person raising the concern.
- To provide an efficient, prompt and approachable support service to individuals, patients and carers by providing accurate information about the services provided by the Trust.
- To work with staff and agencies to access and action the most effective solution. This will involve immediate action to raise issues with frontline staff delivering the service.
- Establish and maintain relationships with Lead Clinicians, Directors and all grades of staff and managers to ensure effective communication and a consistent approach to all issues relating to PALS & complaints management across the Trust.
- To provide support and expert knowledge to Investigation Officers throughout formal complaint investigation process, including training.
- Assist managers, clinical and non-clinical staff to manage PALS by providing specialist advice to staff when dealing with difficult, complex, challenging and often upsetting PALS enquires and formal complaints . Be actively involved in achieving resolution.
- To provideexpert advice and support concerning the statutory NHS Complaints Regulations to staff and to complainants. Where necessary advise and support individuals to access alternative sources of information including advocacy services or other healthcare organisations or voluntary sector services relevant to their needs.
- To monitor complaints received, both verbal & written, highlight trends and maintain and develop complaints data bases.
- To develop and manage escalation process for PALS & complaints cases that are due to breach KPI.
- To directly manage highly complex and sensitive complaints information and provide expert support and advice to ensure thorough complaint investigations against NHS/Trust standards to ensure timely responses and that the Trust meets the standards set by the NHS Complaints Regulations.
- To support and collate information in relation to Freedom of Information requests and Subject to Access records requests.
- To manage the launch and implementation of thePatient & Carer Experience active engagement programme across the Trust to include Trust wide visits.
- To maintain Ulysses to ensure that all of the required information about each PALS complaint and compliment is present in readiness for data analysis and to have a good working knowledge to create reports using Ulysses system.
- To assist in activities to monitor progress against recommended actions.
- To supervise the preparation of case files and related information for Ombudsman and the Care Quality Commission.
- To prepare documentation for the Patient & Carer Experience Group, S&Q Committee, internal reports and external agencies including the CQC and Parliamentary and Health Service Ombudsman.
- To promote the service by providing information, delivering presentations and training. Assisting in the preparation of literature including leaflets and posters for both Trust staff and external groups.
- Provide day to day responsibility for the PALS and Complaints Officers and assist in managing their work ensuring the investigation of PALS & Complaints and production of responses are within prescribed timescales and meet a high standard.
- Provide line management to the PALS & Complaints officers, in line with Trust policy and procedures.
- Where required, cover the work of colleagues during periods of absence or peak workloads.
Person Specification
Essential
Essential
- Diploma / NVQ level3/4 or working towards or equivalent level of experience gained in a NHS Complaints role
- Experience of delivering training
- Experience of supervising staff
- Significant knowledge of the NHS PALS and Complaints procedures and regulations
Person Specification
Essential
Essential
- Diploma / NVQ level3/4 or working towards or equivalent level of experience gained in a NHS Complaints role
- Experience of delivering training
- Experience of supervising staff
- Significant knowledge of the NHS PALS and Complaints procedures and regulations
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.
