Complaints Officer

2 weeks ago

Coventry, United Kingdom Woodrow Mercer Healthcare Full time

Role Title: Complaints Officer

Band: 5

Contract: Contract

Location: Coventry

Our values—Compassion, Openness, Pride, Partnership, Improve, Learn, and Respect—guide our daily actions and foster a culture of excellence.

Job Summary

  • Primary Responsibility: Ensure complaints and enquiries are investigated and responded to within set timescales.
  • Support: Provide guidance to staff on complaints and investigation handling, ensuring high-quality responses on behalf of the CEO.

Main Duties

  • Complaints Handling:
  • Receive, review, and prioritize complaints.
  • Initiate investigations with appropriate staff.
  • Manage complex and sensitive complaints, providing expert support and advice.
  • Documentation and Communication:
  • Maintain case files and ensure documentation is in order.
  • Draft complaint responses for approval.
  • Ensure complaint outcomes are recorded and communicated appropriately.
  • Collaboration:
  • Liaise with internal departments and external agencies.
  • Coordinate cross-agency complaints.
  • Work with Legal Services and Patient Safety Manager on potential litigation cases.
  • Meetings and Reporting:
  • Facilitate and attend complaint meetings.
  • Maintain Datix for data analysis.
  • Report on investigation progress and outcomes.

Qualifications:

  • Degree or equivalent experience in a related department.
  • Desirable: Postgraduate qualification or training in complaints handling.

Experience:

  • Managing complex complaints and liaising with external bodies.
  • Experience in healthcare or customer service environments.
  • Desirable: Knowledge of current health service issues.

Knowledge:

  • NHS Complaints Procedure, national/local policies.
  • Information Governance, Freedom of Information, and Data Protection Act.
  • Excellent Microsoft Office skills.
  • Desirable: Presentation and training skills.

Skills:

  • Strong planning, organizational, and time management skills.
  • High level of attention to detail and analytical ability.
  • Excellent interpersonal, conflict management, and communication skills.

Personal Qualities:

  • Initiative and ability to work independently and within a team.
  • Motivated, enthusiastic, and adaptable.
  • Committed to confidentiality, discretion, and continuous improvement.

Commitment to Trust Values and Behaviours

  • Demonstrate behaviours consistent with Trust’s values.
  • Promote equal opportunities and diversity.
  • Ensure health and safety, risk management, and infection control are upheld.
  • Commitment to safeguarding vulnerable adults and children.

Contractual Responsibilities

  • Confidentiality: Maintain confidentiality of patient and staff information.
  • Health and Safety: Understand and adhere to the Trust's Health and Safety Policy.
  • Risk Management: Participate in identifying and controlling business risks.
  • Equality and Diversity: Comply with the Dignity at Work Policy.
  • Infection Control: Comply with Infection Prevention and Control policies.
  • Safeguarding: Understand responsibilities in safeguarding vulnerable adults and children.
  • Conflict of Interest: Declare any interests that may conflict with Trust duties.
  • Working Time Regulations: Comply with regulations regarding working hours.

Values in Action

  • Be polite, caring, and helpful.
  • Communicate respectfully and maintain confidentiality.
  • Actively listen and understand individual needs.
  • Be open, honest, and acknowledge mistakes.
  • Support and praise colleagues.
  • Embrace diversity and continuous improvement.
  • Work across boundaries for better patient outcomes.
  • Take personal responsibility for learning and development.
  • Embrace and support change.

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