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Maternity & Neonatal Complaints / Foi

4 months ago

London, United Kingdom Lewisham and Greenwich NHS Trust Full time

Are you looking for a varied but interesting new post in the NHS? If so, then look no further.

We are looking for someone who can work autonomously using their own initiative but also as part of a team to coordinate the maternity and neonates complaints. You will be approachable and be able to communicate well within the multi-disciplinary team to ensure complaints are responded to in a timely fashion.

You will be organised and have the ability to prioritise a varied workload whilst coping within a pressurised environment. You may also have to deal with some highly emotional situations.

As well as having excellent computer skills with a good knowledge of Microsoft Office and have the ability to work with multiple systems and databases, you will also have experience of report writing for Director level and some PA experience.

You will manage the day to day coordination of the maternity and neonatal complaints service and have the ability to meet complaints response deadlines.

You will work in conjunction with the Complaints /PALS team to ensure an impartial, personal, effective and efficient complaints service is provided to women, birthing people and their families.

You will provide a visible and effective complaints service by ensuring women, birthing people, their families, and the public have access to and receive timely and high-quality information, advice, and complaint responses.

You will be required to liaise with key staff to receive, manage and respond to compliments, comments, concerns and complaints in line with Trust policies and procedures working closely with the staff to resolve the complaints, comments and concerns in a timely and efficient way in order to achieve the best outcome for complainants and the maternity/ neonatal services concerned.

You will ensure robust process of monitoring and tracking learning outcome from complaints and actions from complaints to their completion and record evidence.

You will also provide some Personal Assistance support to the Director of Midwifery, Nursing and Governance

Our whole maternity service is exciting and innovative and due to this, we received a CQC rating of ‘Good’ in 2017 which we have followed with another rating of ‘Good’ in 2018. This follows on from winning the 2016 RCM award for Midwifery Service of the Year.

Your personal development will be identified at your annual appraisal reviews and supported by your team leads and senior midwifery managers.

Our staff also have access to a salary sacrifice scheme which includes lease car hire.

Manage the day to day coordination of the maternity and neonatal complaints service. Ability to meet complaints response deadlines.
Working in conjunction with the Complaints /PALS team to ensure an impartial, personal, effective and efficient complaints service is provided to women, birthing people and their families.
Provide a visible and effective complaints service by ensuring women, birthing people, their families, and the public have access to and receive timely and high-quality information, advice, and complaint responses.
Liaise with key staff to receive, manage and respond to compliments, comments, concerns and complaints in line with Trust policies and procedures working closely with the staff to resolve the complaints, comments and concerns in a timely and efficient way in order to achieve the best outcome for complainants and the maternity/ neonatal services concerned.
To ensure robust process of monitoring and tracking learning outcome from complaints and actions from complaints to their completion and record evidence.
Personal Assistance support to the Director of Midwifery, Nursing and Governance