Complaints Lead

2 weeks ago

Luton, United Kingdom Bedfordshire Hospitals NHS Foundation Trust Full time

Part time vacancy for Complaints Lead 12.5 hours per week. Band 5 reporting to Complaints Manager and Accountable to Patient Experience Manager.

As per attached JD
- Act as the focal reception point for all complaints received by agreed allocated Services in line with the Trust Complaints policy.
- To lead on the investigation of complaints within the CSL, ensuring that correspondences are handled efficiently, investigations are completed appropriately and within a strict timeframe.
- Contact complainants by telephone to discuss correspondence and agree actions for resolution where appropriate.
- To work flexibly with all services when managing complaints on the direction of the Complaints Manager.
- To collate statements, ensuring that these address the issues raised in the complaint and formulating a written response to be signed by the GM or HoN. Ensure that complaint response letters are of the highest quality and translate complex medical terminology and principles into clear explanations, adapting tone and language as appropriate to the recipient.
- Ensure that all the relevant information is contained within the response to fully address the complainant’s questions.
- Liaise with patients, relatives and Consultants to organise meetings to discuss complaints when appropriate. Attend meetings to provide administrative support, taking notes when required.
- Complete complaints outcome summaries and ensure that these are made available to clinical services for review and action as needed.

As per attached JD

**GENERAL**:
To comply at all times with any regulations issued by the Trust, especially those governing Health and Safety at work and to ensure that any defects which may affect safety at work are brought to the attention of the appropriate manager.

It is the responsibility of all staff to minimise the Trust's environmental impact by recycling wherever possible, switching off lights, computers, monitors and equipment when not in use, minimising water usage and reporting faults promptly.

You are required to disclose any additional work you undertake or are planning to undertake for another employer.

**PROBATIONARY PERIOD**:

- To collate statements, ensuring that these address the issues raised in the complaint and formulating a written response to be signed by the GM or HoN. Ensure that complaint response letters are of the highest quality and translate complex medical terminology and principles into clear explanations, adapting tone and language as appropriate to the recipient.
- Advise staff with regards to appropriate format and guidance for responding to a complaint. Arrange training events for staff as necessary. Attend CSL meetings to present complaints process map and ensure service wide understanding of complaints priorities.
- Cross reference between statements, clinical correspondence, medical records and other sources of intelligence to ensure accurate and complete responses to patient complaints.
- Ensure that all the relevant information is contained within the response to fully address the complainant’s questions.
- Ensure that complaints responses adhere to best practice guidance in terms of duty of candour, clear decision as to outcome of investigation and reference to further action to be taken by the CSL.
- Liaise with patients, relatives and Consultants to organise meetings to discuss complaints when appropriate. Attend meetings to provide administrative support, taking notes when required.
- As per attached JD

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