Head of Customer Information and Complaints

2 months ago


Wakefield, United Kingdom NHS West Yorkshire Integrated Care Board Full time

To develop, implement and manage a single complaint recording system for the ICB ensuring robust case management and maximising the potential for reporting on learning from themes and trends. To triangulate information arising from complaints and PALS to identify themes and trends; to analyse and interpret this and report to Executive Management Team, Place senior management teams, Quality Committee/s, and ICB Board. To triangulate information arising from FOI requests to identify themes and trends; to analyse and interpret this and report to the Executive Management Team, Audit Committee and ICB Board. To provide specialist advice and prepare strategic reports and briefings for directors and stakeholders.

To plan, develop and evaluate methods and processes for gathering, analysing, interpreting, and presenting data and information. To lead on production of an annual complaints report. To advise and appropriately escalate any complaints which could be considered as a Serious Untoward Incident, safeguarding issue or immediate care issue via discussion with the Quality Team. To work closely with the Communications Team on issues arising from complaints and FOIs that may have a significant effect on the reputation of the ICB.

To design, deliver and facilitate training and development for staff across the ICB on functions within Customer Information and Complaints, and ensure the team have access to specialist training appropriate to their role. To act as a champion for patients and their interests and ensure that patient experience factors into policy development and decision-making of the ICB. To lead on development and review of key policies, guidance and operating processes and practical implementation across a substantial area in line with organisational vision and objectives. To review written responses which are of a high quality (clearly and accurately responding to the concerns which complainants raise and identifying the learning as a result in line with regulations and guidance) for sign off by Directors/Accountable Officers.

To review and sign off FOI and SAR responses which are of a high quality (clearly and accurately responding to requests), recognising where these need to be reviewed at a more senior level. To handle complex, sensitive, and contentious complaints.


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