Complaints Case Handler

5 months ago


Newport, United Kingdom Isle of Wight NHS Trust Full time

An exciting opportunity has arisen within the Patient Experience Team. We are seeking an enthusiastic and self-motivated Complaints Case Handler.

The post holder will analyse information received in investigation reports to formulate and write high quality, detailed letters of response. There will be a focus on ensuring that the Trust’s response to complaints are of a high quality ensuring that we are learning lessons and delivering quality improvements.

You must demonstrate sensitivity and possess excellent communication and interpersonal skills as you will be required to be the first point of contact on receipt of complaints. The post holder will be a key member of the Patient Experience Team and will be required to link with the Clinical Divisions (primarily Acute and Ambulance) to ensure that complaints are robustly investigated.

**Interview Date**: TBC

For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.

We are passionate about providing excellent CARE, which is why our values areCompassion,Accountable,Respect andEveryone counts. Our mission is to make sure that our community is at the heart of everything we do and that we hold our values across all our services.

We are committed to endorsing inclusion, diversity and multiculturalism throughout out services and as such, our procedures and policies ensure that applicants are always treated fairly throughout the recruitment process.

The Isle of Wight NHS Trust is the only integrated acute, community, mental health and ambulance health care provider in England. We serve a population of approximately 150,000 residents, making the services we offer variable and personalised with a flexible approach to our service users.

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust’s beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.

The Post holder will be a key member of the Patient Experience Team with a focus on ensuring that the Trusts response to complaints is of high quality and ensures that we are learning lessons and delivering quality improvements from this valuable form of feedback.

The post holder will be required to link with the Clinical Divisions to ensure that complaints are robustly investigated.

The post will ensure that all information relating to complaint handling is uploaded to the Datix System to enable transparency in complaints handling, and support the provision of data to regulators as required.

**The post holder will**:

- Analyse the issues raised to inform the complaint investigation
- Liaise with staff and complainants
- Analyse information received in investigation reports
- Formulate high quality detailed letters that reflect investigation reports obtained and which can be sent to the complainant and other relevant bodies under cover of a letter from Chief Executive,
- Risk rate and categorise the issues raised to inform the data analysis and reporting process.


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