Investigation Case Officer

1 week ago


Carmarthen, United Kingdom Hywel Dda University Health Board Full time

An exciting opportunity has arisen to join the Health Board's Patient Support Team, as a Complaints Investigation Case Officer. Providing a high quality service to our patients and service users, you will be a key point of contact for complainants, Health Board employees and external stakeholders. The ability to build good working relationships with people wishing to raise complaints is essential.

A great communicator, you will need to ensure the complainant's concerns are heard and understood, as well as be able to support them throughout the formal complaints process. You will work closely with a wide range of teams to ensure that the complainant's questions are adequately addressed, and will also ensure that our staff receive appropriate support and guidance.

Much of the role will entail working with our services to ensure a timely response is provided, and ensuring the information adequately addresses the issues raised in the complaint. Attending and facilitating meetings will also be required.

Educated to degree level or with demonstrable equivalent experience, the post-holder will possess excellent written and oral communication skills. Applicants should be able to work in a highly pressured and often emotionally challenging environment, requiring a high degree of resilience. The ability to prioritise own workload and to be a keen and capable team player is also essential.

This is a challenging yet rewarding role, suited to those who are tactful communicators, good at processing information, and empathic listeners.

This is an exciting time to join us, as we are building a motivated and dynamic team that will support the Health Board to manage the concerns of its patients. We're working actively to create an ever-improving patient support service, and this is reflected in the energy and commitment of our staff.

Hywel Dda University Health Board is the planner and provider of NHS healthcare services for people in Carmarthenshire, Ceredigion, Pembrokeshire and its bordering counties. Our 11,000 members of staff provide primary, community, in-hospital, mental health and learning disabilities services for around 384,000 people across a quarter of the landmass of Wales. We do this in partnership with our three local authorities and public, private and third sector colleagues, including our volunteers, through:
**Four main hospitals**: Bronglais General in Aberystwyth, Glangwili General in Carmarthen, Prince Philip in Llanelli and Withybush General in Haverfordwest;
**Seven community hospitals**: Amman Valley and Llandovery in Carmarthenshire; Tregaron, Aberaeron and Cardigan in Ceredigion; and Tenby and South Pembrokeshire Hospital Health and Social Care Resource Centre in Pembrokeshire;
48 general practices, 47 dental practices (including three orthodontic), 99 community pharmacies, 44 general ophthalmic practices (43 providing Eye Health Examination Wales and 34 low vision services) and 17 domiciliary only providers and 11 health centres;
Numerous locations providing mental health and learning disabilities services;
Highly specialised and tertiary services commissioned by the Welsh Health Specialised Services Committee, a joint committee representing seven health boards across Wales.

You will be able to find a full job description and person specification attached within the supporting documents.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these mínimal desirable requirements during the course of your employment with us.

Interviews will be held on 21/06/2024



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