Complaints Officer

6 months ago

StokeonTrent, United Kingdom NHS Staffordshire and Stoke-on-Trent Integrated Care Board Full time

Staffordshire and Stoke-on-Trent Integrated Care Board is looking to appoint a part-time Band 5 Complaints Officer to join the Patient Services Team, working Wednesday to Friday.

The postholder will manage a portfolio of cases and will be required to manage this in accordance with the relevant legislation and associated guidance, working autonomously and efficiently to meet deadlines and maintain accurate and up to date records.

This will include listening to experiences and where possible, resolving concerns quickly as well as providing a sign posting service to members of the public.

Previous experience of complaints handling is essential.

To manage your own caseload of formal complaint, PALS enquiries, MP letters and compliments.

To maintain a record of cases using the ICB’s records management system ensuring accurate and timely entry of information

To liaise with patients, their representatives, ICB staff at all levels and external stakeholders and providers, to provide advice, support, assistance and resolution in terms of the Complaints and PALS process and the concerns being raised.

To attend meetings as required with individuals both internal and external to the ICB in relation to your own caseload. To have strong IT skills including knowledge of Microsoft Teams, and strong attention to detail.

The Staffordshire and Stoke-on-Trent NHS Integrated Care Board (ICB) is responsible for planning functions; managing the NHS budget and arranging the provision of health services in the geographical area.

**Location**: Home based/hybrid working (most of posts). Travel on occasions to a Hub location with at least 1 days notice New starters are expected to collect IT equipment, from offices in Stoke-on-Trent, and if based at home are required to have appropriate desk/chair/ relevant equipment in compliance with DSE regulations.

Posts at Band 8c and above, will take part in the On-call rota, flexible over 7 days, supporting the System Control Centre, with full training provided.

Unconscious Bias/Invisible Disability Training and Equality Induction are mandatory.

Interviews may take place via MS Teams or in person.
- Be part of a high quality and effective complaints and PALS service working on behalf the ICB in accordance with the relevant legislation, local and national guidance.
- Receive, manage and respond to formal complaints, PALS enquiries and letters from MPs.
- Display a patient-centred approach and be responsive to the needs of external ICB customers.
- Work under the direction of the Complaints and PALS Manager and contribute to the delivery of a service across the ICB and for all our customers.
- Work closely with the wider team to ensure that a pro-active and robust service is delivered.
- Support the ICB to learn from the experiences of patients and complainants and use this information to inform future commissioning decisions.

Key Responsibilities
- To provide a high quality and professional service, ensuring accuracy and attention to detail in all aspects of the role. Specifically, to work efficiently and fairly with all parties to complaints. This includes patients, complainants, their families and representatives. Equally, it applies to people who have been complained about in all NHS settings.
- To participate in projects and working groups to improve and develop ICB Complaints and PALS services and actively promote the ICB Complaints and PALS service.
- To ensure a seamless service to both internal and external customers. This includes ensuring that KPIs and deadlines are met to achieve the desired outcome, including managing complaints through to resolution within nationally defined timescales.
- To organise their workload, using judgement to prioritise tasks. They will co-ordinate activities with other team members, balancing all aspects of the role, reviewing and changing priorities to achieve personal and team objectives. Specifically, to assess the risk of complaints and identify any which are potentially serious and take appropriate action to inform senior colleagues in a timely manner.
- To plan complex workflows which will require both formulation and adjustment while adhering to pre-determined timeframes to ensure desired outcomes. Carry out or co-ordinate complaint investigations where required. Arrange and attend conciliation meetings as appropriate.
- To work with a range of stakeholders, both internally and externally, operating to a high degree of professionalism at all times. Stakeholders include other Complaints and PALS services and NHS providers as well as patients, complainants, their families and representatives.
- To communicate clearly using a range of mechanisms and use negotiating skills to achieve the desired outcome in situations which are often complex and sensitive, such as when undertaking complaint investigations or attending conciliation meetings. This includes maintaining tact and diplomacy when there are barriers to understanding, such as when d

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