Patient Resolution and Assurance Lead

5 months ago

London, United Kingdom Guy's and St Thomas' NHS Foundation Trust Full time

Heart, Lung and Critical Care Clinical Group (HLCC) ensure that they provide the best response possible to patients that raise concerns about their care across our 4 sites.

This is a fantastic opportunity for someone to come in and have insight into this regulated aspect of healthcare and make a difference to patient experience through complaints and audit.

The lead will oversee the patient resolution officer and ensure that our patients have their complaints acknowledged, investigated and resolved within the expected time frame. They will also be responsible for leading on HLCC audit work and linking in with the different directorate audit leads to ensure there is an audit calendar and they are progressing.

The lead will work closely with the newly appointed governance lead for clinical effectiveness to work with directorates and provide training to maintain the expected standard of resolution.

You will be welcomed and become an integral part of the Quality and Safety team of HLCC and work with the Guys and St Thomas' central team to ensure the compliance with our Trust Policy.

Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust.

**The post holder will**:
Put patients first

Take pride in what they do

Respect others

Strive to be the best

Act with integrity

**The Patient Resolution and Assurance Lead will**:
Provide oversight of all formal complaints into the Clinical Group, ensuring questions are answered, outcomes are clear and lessons are learned and shared.

Provide oversight of audits within HLCC and interlink with various directorate audit leads

Provide impartial support and act as a mediator to complainants, as to address the issues raised and seek to de-escalate where possible and facilitate local resolution.

Demonstrate advance communication and effective listening skills for complainants and staff. To facilitate effective relationships and promote clear opportunities for learning.

Work closely with the Senior Leadership Team to manage all complaints.

Deliver a timely and effective local resolution to the complaints process, ensuring a customer focused service which is responsive and transparent.

Provide leadership and support for the investigator/s through the process of responding to a formal and informal complaint.

To review all draft complaints responses following the investigation, to ensure responses are of appropriate quality, and in line with the Parliamentary and Health Service Ombudsman’s principles.

To be responsible for maintaining and monitoring the complaints database (Datix), to ensure integrity of data captured, that it is timely and relevant, allowing meaningful analysis and interpretation.

Ensure that reports to directorates and managed as required and regular Complaints Working Group meetings are co-ordinated to share learning as well as audit meetings and reports.

Provide leadership and guidance to PALS officers and administration support in dealing with de-escalated complaints and managing complex situations.

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