Job summary
The main purpose of the role is to implement, monitor and develop the NHS Complaints Policy and to ensure that all complaints across North West London to are managed effectively, in line with requirements set down nationally.
Main duties of the job
The post holder would be expected to facilitate the concerns and complaints process for patients and the public. This includes regular contact with complainants, patients, and internal and external stakeholders to appropriately respond to concerns raised within agreed timescales and in line with the ICBs complaint process and national NHS Complaints Regulations. External communication may be by telephone, email and letter. As part of this process the post holder will also be responsible for input of data onto local databases and Excel spreadsheets, compilation of reports to show performance. In line with ICB Policy, Office attendance to MBR will be expected to collect and scan and print post.
About us
NHS North West London Integrated Care Board (NHS NWL ICB) is a statutory body responsible for planning and allocating health and care resources to improve the lives of people in eight boroughs across North West London: Brent, Ealing, Hammersmith and Fulham, Harrow, Hillingdon, Hounslow, Royal Borough of Kensington and Chelsea and Westminster.The local population is large and diverse, with a wide range of health and care needs that are evolving all the time. Working with our partners including Councils, NHSprovider Trusts, GPs and voluntary and community organisations, we plan and allocate NHS resource to deliver a wide range of services including urgent and emergency care, mental health, primary care, elective hospital services and community care.
Working for us, you can help ensure that our residents and patients have access to the right services when they need them and assist them take greater care of their own health to ensure they live longer, healthier lives.
To do this we will:improve outcomes in population health and healthcarereduce inequalities in health outcomes, experience, and accessenhance productivity and better value for moneysupport broader social and economic development within our area.We're proud of our staff and the contribution they make and are committed to developing their knowledge and skills in a supportive, inclusive, and values-led organisation.
Job description
Job responsibilities
For more information on the detailed job description and main responsibilities for this role, please read the job description and person specification document provided on this advert.
Job description
Job responsibilities
For more information on the detailed job description and main responsibilities for this role, please read the job description and person specification document provided on this advert.
Person Specification
Knowledge training and experience
Essential
- NVQ 4 level equivalent plus internal knowledge and experience.
- Knowledge of complaints procedures, data protection, the public involvement agenda, legislation, clinical governance
- NHS experience or equivalent of working in a highly complex organization
Desirable
- Complaint handling qualification
Communication skills
Essential
- Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills
Desirable
- Ability to pull together comprehensive draft reports, data and letters Negotiating, networking and persuasive skills
Analytical
Essential
- Problem solving skills and ability to respond to sudden unexpected demands
Desirable
- Excellent time management skills with the ability to re-prioritise
Physical Skills
Essential
- Skills for manipulating information. Advanced keyboard skills, use of a range of software
Autonomy
Essential
- Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales
Person Specification
Knowledge training and experience
Essential
- NVQ 4 level equivalent plus internal knowledge and experience.
- Knowledge of complaints procedures, data protection, the public involvement agenda, legislation, clinical governance
- NHS experience or equivalent of working in a highly complex organization
Desirable
- Complaint handling qualification
Communication skills
Essential
- Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills
Desirable
- Ability to pull together comprehensive draft reports, data and letters Negotiating, networking and persuasive skills
Analytical
Essential
- Problem solving skills and ability to respond to sudden unexpected demands
Desirable
- Excellent time management skills with the ability to re-prioritise
Physical Skills
Essential
- Skills for manipulating information. Advanced keyboard skills, use of a range of software
Autonomy
Essential
- Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales
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).
