Incident and Complaints Investigator

3 weeks ago

Wembley, United Kingdom Community Ambulance Service Full time

Incident and Complaints Investigator - Healthcare

Full time, Monday to Friday, 42.5 hours per week (flexible working considered)

Hybrid role with travel up to 3 days per week to be expected within your designated region

Regions:
Imperial (Imperial College NHS Healthcare Trust, London)

Imperial and Greater London

**Salary**: £27,500 - £32,500 dependent upon experience

An exciting opportunity has arisen to join our expanding team at Community Healthcare Partners as a Incident and Complaints Investigator - Healthcare
reporting to the Head of Customer Experience.

We are creating a team of four Incident and Complaints Investigators. In these newly created national roles within the Governance Department, you will be responsible for supporting our operational management teams across the country by ensuring high quality investigations are carried out on all incidents and complaints within their area of the business.

We have contracts across the UK therefore, in this hybrid role you need to be prepared to travel up to 3 days a week within your designated region: Imperial or Greater London with the rest of your week at home or at a local office.

To do this, you will collate often complex information, communicating with staff, patients and their carers and family. You will need to work closely with individuals involved in incidents and complaints, and external organisations and stakeholders so you will need the ability to form strong working relationships and possess effective communication skills both written and verbal to be successful in this very varied, challenging but interesting role.

You will undertake compliance audits using nationally accepted methodologies to produce high-quality reports accurately reflecting the outcomes of the audits and investigations you complete enabling your findings to be shared. As part of the audit process, you will need to monitor and interpret national guidelines and ensure that business procedures and practice comply with or exceed best practice ensuring the continued safety of those who rely upon our service.

Key skills/ qualifications needed for this role
- Experience of complaint and incident management including completion of investigations.
- Experience of auditing.
- Excellent verbal and written skills.
- Report writing skills.
- Ability to convey, with high levels of sensitivity and understanding, distressing information to staff, patients, and carers.
- Facilitation, negotiation, and influencing skills to manage and de-escalate potentially difficult and challenging situations.
- Ability to work within a multi-professional team and to develop team working.
- Ability to analyse highly complex clinical issues/problems, identify necessary action, making recommendations and following these through.
- IT skills (databases and Microsoft Office)

Desirable
- Root cause analysis investigation
- Audit methodologies
- Experience of working in a healthcare setting.
- Experience of investigating patient safety incidents.
- Understanding of the national patient safety strategy and serious incident framework.
- Quality improvement methodologies.

**Salary**: £27,500.00-£32,500.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Wembley: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Statement Taking: 1 year (preferred)
- Investigations: 1 year (preferred)

Licence/Certification:

- Driving (preferred)

Willingness to travel:

- 25% (required)

Work Location: Hybrid remote in Wembley

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