Deputy Head of Patient Resolution

4 weeks ago

London, United Kingdom Guy's and St Thomas' NHS Foundation Trust Full time

A new and exciting opportunity has arisen within The Patient Resolution (Complaints Management) Department, based at Guy’s and St Thomas’ NHS Foundation Trust in London for a Deputy Head of Patient Resolution.

Our central complaints team sits within the Quality and Assurance Directorate, in the office of the Medical Director, and contributes to the Directorate’s aim to build on our clinical excellence through effective quality improvement. We see every complaint is an opportunity for us to better understand and improve the quality of our services. We are striving to create a complaints service that learns from the concerns raised whilst reflecting the Parliamentary and Health Service Ombudsman’s user-led vision for raising concerns and complaints.

**The Deputy Head of Patient Resolution will**:

- Operationally manage the central Patient Resolution Officers
- Working closely with Senior Management to manage all complaints, and to deliver a timely and effective local resolution stage of the complaints process ensuring a customer focused service which is responsive and transparent.
- To review all draft complaints responses following 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), i.e. to ensure integrity of data captured, that it is timely and relevant, allowing meaningful analysis and interpretation through the trust database and other systems including Excel.
- To deputise for the Head of Patient Resolution when required, attending Trust meetings and providing expert advice on the complaints procedure.

As part of the Medical Director's team, the Quality & Assurance Directorate supports the Trust's delivery of Patient Safety, Quality Assurance, Clinical Governance and Risk Management and Complaints to improve safety and quality of care for patients, visitors and staff.

The Complaints service provides Trust wide support and expert advice on the handling of complaints and patient concerns. Alongside our colleagues in the patient advice and liaison service (PALS), we assist patients or their representatives in making complaints about their healthcare and provide expert support to staff investigating complaints. The complaints team works proactively with Clinical Groups and to support resolution of concerns. The service is also responsible for supporting the organisation in the identification of trends and to promote learning from complaints.

The Deputy Head of Patient Resolution, alongside the Head of Patient Resolution, will be responsible for overseeing the Complaints function for the Trust with a focus on achieving the best possible outcome complaints for patients and their representatives, ensuring that learning is identified from complaints and shared across the organisation. The Deputy Head of Patient Resolution will manage the Patient Resolution Officers in the central team and lead on the coordination of complex investigations.

Further responsibilities will include providing expert advice on complaints handling for the Trust, providing training on complaints handling and working alongside Clinical Groups for early identification of trends and themes. The role will involve working with all levels of internal stakeholders across the Trust, as well as liaising with Complaints counterparts at different organisations across the NHS.

**Qualifications**:
Essential criteria
- Masters level or equivalent experience
- Evidence of continuing professional development

Desirable criteria
- Diploma or equivalent professional qualification
- Management qualification
- Post qualification training in management

Knowledge, training and experience

Essential criteria
- Significant experience in the field of patient complaints within the
- NHS
- Experience as a leader of a team with an operational or customer care focus
- Extensive working knowledge of the NHS complaints procedures, the role of the Parliamentary and Health Service Ombudsman
- Experience of influencing and working across organisational boundaries in the development of healthcare services.
- Experience of teaching, presentational skills and mentoring.
- Experience and knowledge of implementing human resource policies.
- An understanding of Freedom of Information Act and the Data Protection Act.

Skills and Abilities Communication

Essential criteria
- Highly developed communication skills, verbal and written, and the ability to communicate to diverse.

Desirable criteria
- Working knowledge of Datix both Client and Web

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