Band 5 Complaints and Governance Coordinator

3 weeks ago

Birmingham, United Kingdom Birmingham Community Healthcare NHS Foundation Trust Full time

An exciting opportunity has arisen for a Complaints & Governance Coordinator to support the Dental Division Governance Team.

The post is based at the Birmingham Dental Hospital & School of Dentistry at Pebble Mill.

This post forms part of the Dental Divisional Governance Team, working alongside and collaborating jointly with another Complaints and Governance Co-ordinator, covering a multi stranded role.

The post holder will be expected to work autonomously, managing conflicting priorities independently and contributing to the overall function of the Dental Governance Team.

The post holder will manage the receipt and allocation of concerns, complaints and compliments, working with clinical and operational teams to achieve resolution. The post holder is responsible for the management of direct contacts made, managing jointly a caseload of concerns and complaints to ensure that these are investigated in line with organisational, regulatory and national requirements.

The post holder will encourage a culture where complaints are welcomed to share learning and to improve the patient experience and delivery, as part of the Division’s clinical governance agenda.

The post holder will form a key part of the Dental Governance team, and includes additional duties which may change in line with service requirements such as management of safety alerts; divisional updates to the intranet and internet web pages; providing training on the complaints process to clinical and non-clinical teams; and coordinating as required quality assurance processes.

The post holder will exercise initiative, independent judgement and decision making arising from situations and information being processed as part of this role. This information may be of a complex, sensitive or contentious nature.

Be Part of Our Team...

BCHC has more than 5000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands Rehab Centre and one of Europe’s leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.

If you want to ‘Be Part of Our Team’ and work with a Foundation Trust which is continuously striving for best care and healthy communities, we want to hear from you.

Interviews will take place on Monday 15th May 2023.

Please see the job description and person specification for the full details of the role which includes:
Concerns, Compliments and Complaint Co-ordination -The post holder will be the first point of local contact for patient feedback for the Division.

Governance Coordination -Support the governance programme for the Dental Division.

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