Complaints Resolution Lead

6 months ago


Warrington, United Kingdom Warrington and Halton Teaching Hospitals NHS Foundation Trust Full time

An exciting opportunity has arisen for a dedicated, enthusiastic individual to join the Complaints and PALS Team as the Complaints Resolution Lead within the Integrated Governance and Quality Department at Warrington and Halton Teaching Hospitals NHS Foundation Trust.

Manage all complaints handling, majority of which can contain complex or sensitive/contentious information, and a varied and demanding workload, dealing directly with complainants by telephone and during meetings, advising them of the appropriate methods for pursuing their complaints.

Lead the team of complaints resolution officers, PALS officers and complaints administrator, undertaking direct line management duties.

Directly draft complaint responses, conduct complaints resolution meetings, and ensure that the Complaints and PALS teams work in line with deadlines.

Ensure a robust, open, honest, transparent, patient centred investigation has taken place and where necessary actions & learning have been included with evidence. This will include supporting the Head of Complaints, PALS and Legal Services with any requirements also linked to the implementation of the Patient Safety Incident Response Framework.

Generate and pursue new initiatives and programmes alongside the Head of Complaints, PALS and Legal Services, such as support for staff initiatives; audit of complaints; questionnaires; as part of the development of the service.

Deliver training on how to resolve people’s concerns at a Local level before PALS or Formal Complaints occur.

To directly manage all PHSO complaints ensuring all timeframes are met with appropriate escalation to the Head of Complaints, PALS and Legal Services

Known locally known as ‘WHH’ - the Trust is a fast-paced, ambitious organisation that is caring, compassionate, innovative and focused on the best outcomes for its patients and the employment experience of its staff. It is both aspirational and inspirational - driven to be outstanding for its patients, its staff and its communities and committed to being the best place to receive healthcare, work and learn.

Straddling two neighbouring boroughs of Warrington and Halton it is part of the Cheshire and Merseyside Integrated Care system. It is geographically ideally positioned to meet the growing healthcare needs of the 330,000 population of both boroughs and beyond. A dedicated planned care centre located at Halton Hospital in Runcorn enables elective procedures to continue uninterrupted by the patient flow challenges of the ‘hot’ site at Warrington, where urgent, unplanned and critical care, maternity and women’s and children’s services are provided.

A CQC-rated ‘Good’ organisation with ‘Outstanding’ features, it is working towards university hospital status having achieved teaching status in 2019 and is working in partnership with the University of Chester and others in this regard.

A workforce of nearly 5,000 across both sites comprises more than 50 nationalities and as an equal, diverse and inclusive employer the Trust is proud to have achieved both Disability Confident Leader and Navajo LGBTQ+ Charter Mark accreditations.

Please see attached Job description and person spec in documents where you will find all the relevant information relating to this job role.



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