Senior Complaints and Experience Manager

Job summary

As a professional Strategic manager working at corporate level across the organisation with considerable freedom to act and interpretation of policy/procedures, the post holder(s) will play a key role in supporting and deputising for the Lead Complaints Manager. The postholder will have expert/specialist knowledge in the area of complaints, claims or incidents and will be a driven strategic manager working at a high level of performance.

The post holder will work with the Head of Patient and Carer Experience and the Head of Complaints to Lead the development and implementation of a long term, standard, consistent approach to Putting Things Right Regulations ensuring that all concerns are investigated using the same tools and methodology/techniques to aid resolution. The post holder will support the introduction and maintenance of systems (databases / spreadsheets / business plans etc) which recognise the need to learn from concerns as well as seeking effective remedies for patients, including where appropriate the provision of redress for anyone harmed by the services it provides.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Main duties of the job

Work with the Head of Complaints to support the design and development of policies and processes to ensure that the Health Board meets the requirements of the Putting Things Right Regulations including the arrangements and procedures governing the management, investigation, seeking remedies, provision of redress and the learning from concerns which are patient centred and dealt with in an open and transparent way. This will involve developing partnerships with organisations within the Health Board and externally to support shared learning and providing CPGs with evidence based innovative ideas and potential solutions to changes.

Undertake the project management of adverse complaints and incident reviews (BCUHB), which may include Serious Untoward Incident (SUI) Reviews (WG reportable) and Coroners Inquests (BCUHB) ensuring that a streamline approach is developed and embedded throughout the organisation and that the highly complex, sensitive data is escalated appropriately and that thorough investigations are undertaken, high level reports produces and action plans are developed, reviewed and implemented ensuring lessons are learnt organisational wide.

About us

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.