Job summary
An exciting opportunity has arisen to work as a Concerns Support Officer within the Corporate Putting Things Right Team, for 12 months to cover maternity leave.
The aim of the role is to promote a compassionate approach whilst responding to patient, family and service user enquires commensurate with organisational values, which promotes active listening and learning as the basis for service improvement.
This person will work closely with Concerns Co-ordinators in all Divisions to assist in facilitating the effectiveness of the Putting Things Right (PTR) process within the Health Board and provide information and support on all aspects of PTR.
This post is a fixed term/secondment for 12 months to cover maternity leave.
If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
Main duties of the job
The role includes reviewing and managing concerns received into the generic Concerns Inbox and taking phone calls from complainants.
Uploading onto Datix where appropriate and review and quality assure draft responses for Chief Executive sign off.
Responsible for the grading and appropriately distributing new complaints received in PTR to the relevant divisional complaints administrator and ensuring this is logged onto RLDatix.
To acknowledge and follow up on complaints received by the Putting Things Right e-mail.
About us
Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Job description
Job responsibilities
The role includes reviewing and managing concerns received into the generic Concerns Inbox and taking phone calls from complainants.
Uploading onto Datix where appropriate and review and quality assure draft responses for Chief Executive sign off.
To work closely with Concerns Co-ordinators in all Divisions to assist in facilitating the effectiveness of the Putting Things Right (PTR) process within the Health Board and provide information on all aspects of PTR.
Responsible for the grading and appropriately distributing new complaints received in PTR to the relevant divisional complaints administrator and ensuring this is logged onto RLDatix.
To acknowledge and follow up on complaints received by the Putting Things Right e-mail.
To deliver training to staff within the Health Board on the requirements of the RLDatix complaints system and provide updates and refresher training regularly. Additionally, to support the Corporate PTR team when facilitating the Investigation Officer training.
To run reports from RLDatix on all aspects of concerns.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Job description
Job responsibilities
The role includes reviewing and managing concerns received into the generic Concerns Inbox and taking phone calls from complainants.
Uploading onto Datix where appropriate and review and quality assure draft responses for Chief Executive sign off.
To work closely with Concerns Co-ordinators in all Divisions to assist in facilitating the effectiveness of the Putting Things Right (PTR) process within the Health Board and provide information on all aspects of PTR.
Responsible for the grading and appropriately distributing new complaints received in PTR to the relevant divisional complaints administrator and ensuring this is logged onto RLDatix.
To acknowledge and follow up on complaints received by the Putting Things Right e-mail.
To deliver training to staff within the Health Board on the requirements of the RLDatix complaints system and provide updates and refresher training regularly. Additionally, to support the Corporate PTR team when facilitating the Investigation Officer training.
To run reports from RLDatix on all aspects of concerns.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Qualifications and/or Knowledge
Essential
- Educated to degree level or equivalent educational attainment/demonstrable experience.
- Organised and able to manage competing priorities to deliver work within tight timescales.
- Ability to prepare and proof read written reports /documents or equivalent to a high standard.
- Can demonstrate sound judgement and have the ability to act on own initiative.
- Ability to challenge senior staff as part of the investigative process.
Desirable
- Evidence of recent and relevant continuous professional development.
- Knowledge of NHS structure and working arrangements.
- Knowledge of data protection legislation and related issues.
Experience
Essential
- Experience of working within a customer related service.
- Experience of working in a complex organisational environment.
- Knowledge and understanding of the PTR Process.
Desirable
- Experience of devising and delivering training.
Aptitude and Abilities
Essential
- Courteous and non-judgemental.
- Highly developed communication and influencing skills
- Commitment to team working.
- Accepts responsibility for quality of work.
Desirable
Values
Essential
- oAdditional demonstrable qualities that may be beneficial to the role, e.g. care, compassion, competence, communication, courage and commitment.
Other
Essential
- Ability to be independently mobile to meet the requirements of the post.
- Flexible approach to needs of the service
Person Specification
Qualifications and/or Knowledge
Essential
- Educated to degree level or equivalent educational attainment/demonstrable experience.
- Organised and able to manage competing priorities to deliver work within tight timescales.
- Ability to prepare and proof read written reports /documents or equivalent to a high standard.
- Can demonstrate sound judgement and have the ability to act on own initiative.
- Ability to challenge senior staff as part of the investigative process.
Desirable
- Evidence of recent and relevant continuous professional development.
- Knowledge of NHS structure and working arrangements.
- Knowledge of data protection legislation and related issues.
Experience
Essential
- Experience of working within a customer related service.
- Experience of working in a complex organisational environment.
- Knowledge and understanding of the PTR Process.
Desirable
- Experience of devising and delivering training.
Aptitude and Abilities
Essential
- Courteous and non-judgemental.
- Highly developed communication and influencing skills
- Commitment to team working.
- Accepts responsibility for quality of work.
Desirable
Values
Essential
- oAdditional demonstrable qualities that may be beneficial to the role, e.g. care, compassion, competence, communication, courage and commitment.
Other
Essential
- Ability to be independently mobile to meet the requirements of the post.
- Flexible approach to needs of the service
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).
