Patient Resolution Lead
7 months ago
Heart,Lung, and Critical care Clinical Group (HLCC) ensure that they provide the best response possible to patients that raise concerns about their care across our 4 sites. Due to temporary changes in the team we want to ensure that this is maintained over the next 6 months and are therefore providing additional support into the patient resolution team.
This is a fantastic opportunity for either a clinical colleague or administrative colleague to develop, and have insight into this regulated aspect of healthcare and make a difference to patient experience.
The lead will oversee the patient resolution officer and ensure that our patients have their complaints acknowledged, investigated and resolved within the expected time frame.
The lead will work closely with the newly appointed governance lead for clinical effectiveness to work with directorates and provide training to maintain the expected standard of resolution.
You will be welcomed and become an integral part of the Quality and Safety team' of HLCC and work with the Guys and St Thomas' central team to ensure the compliance with our Trust Policy.
**The Patient Resolution Lead will**:
- Provide oversight of all formal complaints into the Clinical Group, ensuring questions are answered, outcomes are clear and lessons are learned and shared.
- Provide impartial support and act as a mediator to complainants, as to address the issues raised and seek to de-escalate where possible and facilitate local resolution.
- Demonstrate advance communication and effective listening skills for complainants and staff. To facilitate effective relationships and promote clear opportunities for learning.
- Work closely with the Senior Leadership Team to manage all complaints.
- Deliver a timely and effective local resolution to the complaints process, ensuring a customer focused service which is responsive and transparent.
- Provide leadership and support for the investigator/s through the process of responding to a formal and informal complaint.
- To review all draft complaints responses following the investigation, to ensure responses are of appropriate quality, and in line with the Parliamentary and Health Service Ombudsman’s principles.
- To be responsible for maintaining and monitoring the complaints database (Datix), to ensure integrity of data captured, that it is timely and relevant, allowing meaningful analysis and interpretation.
- Ensure that reports to directorates and managed as required, and regular Complaints Working Group meetings are co-ordinated to share learning.
- Provide leadership and guidance to PALS officers and administration support in dealing with de-escalated complaints and managing complex situations.
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