Divisional Complaints Co-ordinator
1 week ago
The post holder will be responsible for ensuring that complaints received within the Division are registered accordingly and an appropriate investigation and response is completed.
This will involve liaising with patients and complainants, staff at all levels within the organisation as well as various external organisations and stakeholders.
To assist in managing correspondence received and facilitate a speedy and informal resolution of low level problems and concerns raised by service users.
To also assist in ensuring that complaint investigations have been thoroughly completed and answered and review and draft response letters to complainants.
- To effectively manage complaints and the Division's response to complaints in accordance with national guidance and local Trust policies and procedures
- Handle and address queries from the Trust complaints Team, seeking advice or escalating to the General Manager where appropriate.
- To facilitate speedy and informal resolution of low level problems and concerns raised by service users, their families and carers through liaison with Trust staff and other agencies
- Identify incidents that are potentially serious or contentious and escalate accordingly
- Assess whether complaints have been fully investigated and answered and to take appropriate action/advice when they have not.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark's Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
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