Complaints Officer

3 months ago

StokeonTrent, United Kingdom NHS Staffordshire & Stoke On Trent Integrated Care Board Full time

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 dealing with people who are displaying challenging behaviour. To work to ICB policies and procedures, including the specific Complaints and PALS policies relevant to each customer.

To work in accordance with our Quality and Performance Framework with a focus on producing both prompt and high-quality responses. To identify and propose changes to department policies and practices which would support service improvements. To support the Complaints & PALS Manager in managing systems and creating any associated reports. This could include the creation and maintenance of tracking systems to ensure that KPIs are on target and projects will be delivered within theagreed timeframe.

Specifically, to maintain full and accurate case records using Ulysses and any other ICT systems. To assist in developing performance and quality reports for internal and external audiences. This includes assisting with the submission of accurate national monitoring returns such as KO41. To ensure appropriate use of all physical assets they are responsible for including computer equipment and for maintaining appropriate levels of stock.

To demonstrate the duties of their role to new staff and contribute to training about complaints and PALS for internal and external learners. To work on their own initiative and operate autonomously.

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