Job summary
The post holder will work as a part-time member of the NHS Lincolnshire Integrated Care Board (ICB) Complaints Team.
To contribute to the delivery of a quality complaints service for patients or their representatives by supporting the resolution of concerns and complaints in a timely and effective manner.
Main duties of the job
The part-time Complaints Administrator is responsible for supporting the Complaints and Customer Care Manager and team in the development, implementation, and maintenance of the ICB's Complaints Policy, including meeting the deadlines outlined in the policy and ensuring compliance with the requirements of any new guidance for NHS complaints.
The part-time post holder will deal directly with patients, their representatives and members of the public, ICB staff and others through face to face meetings, telephone conversations and formal written correspondence. The part-time post holder will ensure all feedback is handled appropriately and undertake the administrative support for complaints handling, in line with national guidance and the ICB's policies and procedures.
About us
NHS Lincolnshire Integrated Care Board has a dedicated central complaints and customer care team which oversees all complaints and concerns in relation to the ICB, Providers and MP letters into the ICB.
The ICB is committed to achieving excellence in all services it commissions and understands the importance of complaints, comments, concerns, and compliments as a means of reviewing its standards and as an avenue by which patient experience can be improved.
Our objective is to listen, respond and improve services for the local population and we are committed to providing all service users, their relatives, and carers with the opportunity to seek advice, raise concerns, make a formal complaint, and provide a compliment about any of the services we commission on their behalf.
Job description
Job responsibilities
- To provide administrative support to the Complaints Manager, to ensure complaints are handled in line with the ICBs Complaints Policy.
- To maintain an accurate system for managing complaints, to include taking telephone queries from the customer and escalating to the complaints manager as appropriate.
- To have a good working knowledge of complaints administrative work procedures to support the effective administration of the complaints function.
- To receive and accurately log new complaints received by telephone, letter, and email, in a timely manner and in line with the ICBs requirements, this will also include MP enquiries.
- To prepare and maintain complaints files, to include accurately recording information on the complaints database.
- To prepare acknowledgement letters, including seeking appropriate consent, ensuring these are processed in accordance with statutory timescales.
- To ensure complaints are shared with appropriate staff to enable a full investigation to take place.
- Follow up investigation responses, in line with agreed deadlines, ensuring all information required to answer the complaint is available prior to the final deadline.
- Informing the Complaints Manager of any known delays in the process.
- Maintaining an accurate filing system, including preparation of files to be sent to the Parliamentary and Health Services Ombudsman, as required.
- To provide administrative support for meetings as requested, including recording notes of such meetings and dissemination to all parties.
- To ensure any complaints that are identified as high risk are escalated to the Complaints Manager and ICB Complaints Lead, as appropriate
Job description
Job responsibilities
- To provide administrative support to the Complaints Manager, to ensure complaints are handled in line with the ICBs Complaints Policy.
- To maintain an accurate system for managing complaints, to include taking telephone queries from the customer and escalating to the complaints manager as appropriate.
- To have a good working knowledge of complaints administrative work procedures to support the effective administration of the complaints function.
- To receive and accurately log new complaints received by telephone, letter, and email, in a timely manner and in line with the ICBs requirements, this will also include MP enquiries.
- To prepare and maintain complaints files, to include accurately recording information on the complaints database.
- To prepare acknowledgement letters, including seeking appropriate consent, ensuring these are processed in accordance with statutory timescales.
- To ensure complaints are shared with appropriate staff to enable a full investigation to take place.
- Follow up investigation responses, in line with agreed deadlines, ensuring all information required to answer the complaint is available prior to the final deadline.
- Informing the Complaints Manager of any known delays in the process.
- Maintaining an accurate filing system, including preparation of files to be sent to the Parliamentary and Health Services Ombudsman, as required.
- To provide administrative support for meetings as requested, including recording notes of such meetings and dissemination to all parties.
- To ensure any complaints that are identified as high risk are escalated to the Complaints Manager and ICB Complaints Lead, as appropriate
Person Specification
Essential
Essential
- Good standard of general education, including GCSE English language at grade C or above, or equivalent qualification
Essential
Essential
- Skilled and sensitive communicator, to be able to work in a calm and professional manner and be confident in dealing with staff, patients and service users at all levels and with issues which may be highly contentious.
- Excellent working knowledge and application of Microsoft Office packages - Competent in word and excel
- Knowledge of NHS Complaints regulations
- Evidence of previous comprehensive, effective and efficient administration
- Minimum of two years NHS or customer care experience
Desirable
- Understanding of NHS culture/structure in Lincolnshire
- Experience of working in a complaint's role
Person Specification
Essential
Essential
- Good standard of general education, including GCSE English language at grade C or above, or equivalent qualification
Essential
Essential
- Skilled and sensitive communicator, to be able to work in a calm and professional manner and be confident in dealing with staff, patients and service users at all levels and with issues which may be highly contentious.
- Excellent working knowledge and application of Microsoft Office packages - Competent in word and excel
- Knowledge of NHS Complaints regulations
- Evidence of previous comprehensive, effective and efficient administration
- Minimum of two years NHS or customer care experience
Desirable
- Understanding of NHS culture/structure in Lincolnshire
- Experience of working in a complaint's role
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.
