Divisional Complaints Lead

5 months ago

Salford, United Kingdom Northern Care Alliance NHS Foundation Trust Full time

Salford care Organisation are looking for enthusiastic, committed person to join their team. You will manage the PALS and Complaints Service for the divisions. You will need management experience and excellent communication (verbal and written), organisation and time management skills and a proactive approach to manage, develop and improve the complaints response service we deliver to our patients. You will take a key role, alongside the divisional leadership teams and the NCA Complaints team, in effectively managing the PALS and Complaints and identifying any areas for improvement to meet targets.

The role will lead the management of the complaints process across the four divisions. This will include the investigation and co-ordination of formal complaints working alongside the Senior/Nursing Managers and service teams to ensure high quality and timely responses in line with the trust’s KPIs.

The Northern Care Alliance NHS Foundation Trust (NCA) brings together staff and services from Salford Royal NHS Foundation Trust (SRFT) and The Pennine Acute Hospitals NHS Trust (PAT). Our dedicated team of around 20,000 staff - our NCA Family - provide a range of community and hospital services to over one million people across Bury, Oldham, Rochdale and Salford, as well as providing more specialist care services to patients across Greater Manchester and beyond. Our Care Organisations are designed to operate within a group arrangement of hospitals, community, and healthcare services. Together they manage and are responsible for the day-to-day running of their hospital and community services, ensuring the safe delivery of high-quality care at scale. Salford Care Organisation is responsible for a range of community and primary care services across the city and at Salford Royal Hospital. It also provides specialist services to Greater Manchester and beyond. We aim to deliver safe, clean and personal care to all. Salford Royal was the first hospital in the north of England to achieve the highest rating of Outstanding by the Care Quality Commission. It’s now the major trauma centre for Greater Manchester and the hub site for high-risk emergency general surgery for Salford, Bolton and Wigan.
- The role will lead the management of the complaints process within the divisions of MCCN, Surgery, Tertiary Medicine and Integrated Care, working in close partnership with the Divisional management teams.
- This will include the investigation and co-ordination of formal complaints working alongside the senior/nursing managers and service teams to ensure high quality and timely responses.
- The postholder will also be responsible for maintaining a performance management function within the divisions to ensure compliance with standards.
- The postholder will play an important role in ensuring that we can learn from complaints and implement changes where necessary to improve the care and experience offered to patients
- The postholder will support the divisions in other aspects of patient care/experience as directed by the Managing Director and or the Divisional Director of Nursing.
- The postholder will be expected to work to the values of the organisation and support the delivery of safe, clean and personal care.
- To lead on the complaints process within the divisions, ensuring that all standards associated with responding to complaints is adhered to.
- To maintain a performance process within the Divisions in order to hold relevant managers and service teams to account and to demonstrate our performance against standards.
- To develop recovery plans and trajectories where performance falls below expected standards.
- To co-ordinate the management of complaints in the Divisions, liaising with the relevant managers, clinical directors and service teams appropriately.
- To act as the primary/lead investigator in all complaints making sure the investigation address concerns raised by complainants.
- To ensure lessons are learned from complaints
- To implement a process to track the completion of all action plans as part of a learning and continuous improvement behaviour.
- To support the Divisional Director of Operations and the Divisional Director of Nursing in any other relevant aspects of governance/patient experience where appropriate to the role.
- To monitor and present trend associated with complaints and to recommend areas for targeted improvement.
- To produce a monthly performance report to the Divisional Operations & Performance Committee and Divisional Governance Committee.
- To attend and represent the Division at the weekly Trust complaint performance meeting and other meetings as requested.

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