Complaints Co-ordinator

We are seeking a highly motivated and enthusiastic Band 5 Complaint Co-ordinator.

You will be a core member of the Patient and Carer Experience Team in BCUHB facilitating and supporting general concerns and complaints, to support learning and improvements in patient and carer experience across North Wales.

The post holder will also play a key role in our Patient and Carer Experience team, contributing to the complaints rapid response to general concerns and early resolution of complaints and embedding the learning from complaints with the clinical teams in a variety of clinical areas.

The post holder will support the Complaints Managers to ensure that investigations into complaints are reviewed in an open and just culture.

You will promote a positive learning environment where changes are established and embedded to improve patient and carer experience and outcomes.

You will have a passion for improving patient care through learning from general concerns and complaints and implementation of actions to improve patient safety and experience.

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

As an officer working at corporate level across the organisation the post holder(s) will play a key role in supporting the Complaint Manager(s) and administering the organisation's arrangements for investigating and responding to complaints, claims and incidents, to be known collectively as 'concerns,' in line with the requirements set out by the Welsh Government (WG).

The post holder will provide detailed analysis of trends within concerns and plan for future capacity requirements in investigating and improving identified areas within the organisation.

The post holder will be responsible on a daily basis to autonomously manage and co-ordinate the concerns received by the organisation.

Ensuring that investigations are instigated in an

appropriate manner and that the concern in managed from inception to completion by utilising 8 templates and processes developed and to ensure that responses are received within agreed timescales and are quality assured prior to distribution.

The post holder will support the Operational Complaint Lead - Service User Experience Team and Complaint Manager in the implementation of a long term, standard, consistent approach to NHS Redress ensuring that all concerns are investigated using the same tools and methodology/techniques to aid resolution.

The post holder will maintain systems (databases /spreadsheets / business plans etc) ensuring that all information is captured allowing detailed statistical and analysis report to be produced.

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.

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