Band 5 Complaints Officer

2 weeks ago

Yeovil, United Kingdom NHS Somerset Integrated Care Board Full time

Purpose of Role The Collaborative Commissioning Hub (CCH) complaints team provides a complaints resolution service to all seven Integrated Care Boards (ICBs) in the South West of England, for primary care services including general practice, dental, pharmacy and optometry. The Complaints Officer will manage a caseload of formal complaints ensuring compliance with the Local Authority Social Services and NHS Complaints Regulations 2009. Working with both the complainant and service providers, the Complaints Officer will seek resolution to formal complaints in a timely way, including drafting the final response to the complainant. This will include: Liaising with the complainant and offering them a discussion on the handling of their complaint.

Being the named contact for the complainant throughout the complaints process keeping them updated in a proactive way. Liaising with the provider(s) and securing their full and detailed investigation / response within appropriate timeframes. Working with colleagues in contracting and clinical advice to ensure the commissioner adds value to the complaints it manages. Preparing appropriate and well written responses for individual ICB sign off.

Ensuring that the response addresses all of the issues raised in the complaint and is presented in a format suitable to share with the complainant. Managing consent, safeguarding and patient safety concerns arising in complaints escalating to the Complaints Manager and / or wider team as and when required. Ensuring all complaints within their own caseload are accurately and contemporaneously documented on the complaints management system. The Complaints Officer may be required to attend face to face meetings on and off site with patients, complainants and providers in order to facilitate local resolution.

Communications and Relationships The CCH team has positive and engaging relationships with key stakeholders including ICBs, NHS England and the Parliamentary and Health Service Ombudsman, and the Complaints Officer will continue to work to nurture and maintain those relationships: Work collaboratively with internal and external stakeholders to provide a quality complaints service to our customers. Operate effectively in a flexible and demanding environment and proactively engage with key stakeholders. Communicate and provide highly complex information to a wide range of internal and external stakeholders (verbal, written and numerical) through briefings and reports. Manage challenging situations, which could include complainants who are angry or frustrated.

Be able to lead multi-agency complaints investigations, supporting partners to the investigation to provide information in a timely and responsive way. Autonomy / Freedom to Act Be able to prioritise and re-prioritise in the face of fluctuating volumes of work, managing deadlines in accordance with key performance indicators. Analytical / Judgement Skills Work with members of the team to support development of systems that will provide accurate and timely information and data for reporting purposes. Be able to extract pre-arranged case management and performance reports from the complaints management system to ensure effective day to day management of workflow.

Planning and Organisation Comply with governance requirements, including management of confidentiality. Contemporaneously record information within the complaints management system. Maintain administrative and information resources. Contribute to effective information management within the team.

Support implementation of project and / or service initiatives through timely and relevant information analysis and administrative support, in accordance with the agreed priorities of the team. Organise meetings or events and assist in the diary management requirements of individuals in connection with portfolio of work. Patient and Client Care Ensure that all contact with complainants, and others, is of highest professional standard. Support patient and public involvement within the CCH.

Realise the opportunity to learn from every complaint in order to minimise the possibility of a similar situation happening in the future. Uphold organisational policies and principles on the promotion of equality. Create an inclusive working environment where diversity is valued, everyone can contribute, and everyday actions ensure we meet our duty to uphold and promote equality. Be resilient in challenging, difficult and / or sensitive situations (conflict or bereavement for example).

Service Development / Policy Review Support the organisations ways of working, model its values and champion the NHS Constitution. Contribute to the review and development of existing systems and processes and contribute to the development of new and improved ways of working. HR / Responsibility for Training and Recruitment Provide advice and support to others on own area of responsibility. Support training and induction of new staff into the team.

Super

  • Band 5 Registered General Nurses

    4 weeks ago

    Yeovil, United Kingdom Vivid Healthcare Search Limited Full time

    Vivid Healthcare are currently seeking Band 5 Registered General Nurses (RGN) for a variety of ad-hoc shifts based around Yeovil - Band 5 Registered General Nurse (RGN) - Yeovil District Hospital - Negotiable pay rates As one of the UK’s largest and most trusted nursing agencies, Vivid have built an excellent reputation for our professional, transparent,...

  • Occupational Therapist

    6 days ago

    Yeovil, Somerset, United Kingdom Somerset NHS Foundation Trust Full time

    Occupational Therapist - Band 5 (Band 5) - Rehabilitation - Somerset NHS Foundation Trust Somerset NHS Foundation Trust – Yeovil, Somerset We have an exciting opportunity to join the Reablement Therapy Team for the Intermediate care pathway beds in South Somerset! Do you enjoy providing specialist rehabilitation and assessments for a complex caseload? Do...

  • Band 5 Commissioning Officer

    4 weeks ago

    Yeovil, United Kingdom NHS Somerset Integrated Care Board Full time

    Purpose of the role This post is designed to support commissioning activities for pharmacy and optometry as part of the NHS South West Collaborative Commissioning Hub team, including providing administrative and project support. The purpose of this role is to ensure that appropriate systems and processes are in place to support the management, commissioning...

  • Band 6 Primary Care Contract Officer

    4 weeks ago

    Yeovil, United Kingdom Somerset Integrated Care Board Full time

    NHS Somerset ICB are looking to appoint a Band 6 Primary Care Contracts Officer to join our primary care team. This 18-month fixed-term position is an excellent opportunity to expand your knowledge of contract management and gain experience in the commissioning and contracting of primary care services. The post holder will support the team to ensure primary...

  • Band 4 Financial Support

    4 weeks ago

    Yeovil, United Kingdom Somerset Integrated Care Board Full time

    NHS Somerset Integrated Care Board (Somerset ICB) is looking to recruit a Band 4 Financial Support to join the Finance & Performance Directorate. This post is based at NHS Somerset ICB HQ - Wynford House, Lufton Way, Yeovil, Somerset, BA22 8HR. However, we adopt a blended approach to office and home working. Please consider this before applying. Please also...

  • Occupational Therapist

    2 weeks ago

    Yeovil, United Kingdom Somerset NHS Foundation Trust Full time

    Job summary We have an exciting opportunity to join the Reablement Therapy Team for the Intermediate care pathway beds in South Somerset! Do you enjoy providing specialist rehabilitation and assessments for a complex caseload? Do you want to have the opportunity to follow an individual's journey from discharge from the acute hospital through to...

  • HR Officer

    5 days ago

    Yeovil, United Kingdom GBR Recruitment Ltd Full time

    GBR Recruitment Ltd are proudly working in partnership with a well established engineering business recruiting for an experienced stand alone **HR Officer**. This is a fantastic opportunity to join a well-known business in a 360 degree HR support capacity working across all key business areas including HR, ER, Recruitment, Administration plus more,...

  • Registered General Nurse

    4 weeks ago

    Yeovil, United Kingdom Vivid Healthcare Search Limited Full time

    Vivid Healthcare are currently seeking Band 5 Registered General Nurses (A&E) for a variety of ad-hoc shifts based around Yeovil - Band 5 Registered General Nurse (A&E) - Yeovil District Hospital - Negotiable pay rates As one of the UK’s largest and most trusted nursing agencies, Vivid have built an excellent reputation for our professional, transparent,...

  • Probation Officer, Somerset Pdu

    4 weeks ago

    Yeovil, United Kingdom HM Prison & Probation Service Full time

    **Details**: **Reference number**: - 312589**Salary**: - £30,812 - £38,289- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Other- NPS Pay Band 4 National**Contract type**: - Permanent**Type of role**: - Operational Delivery**Working pattern**: - Flexible working, Full-time, Job share, Part-time**Number of jobs...

  • Occupational Therapist

    6 days ago

    Yeovil, Somerset, United Kingdom Somerset NHS Foundation Trust Full time

    We have an exciting opportunity to join the Reablement Therapy Team for the Intermediate care pathway beds in South Somerset! Do you enjoy providing specialist rehabilitation and assessments for a complex caseload? Do you want to have the opportunity to follow an individual's journey from discharge from the acute hospital through to home? Join our...

  • Relief Security Officer

    7 days ago

    Yeovil, United Kingdom BARDWOOD SUPPORT SERVICES LIMITED Full time

    For the position, there are certain requirements, you will need to attain a exceeding level of a well-established personnel, customer service, communication/people skills are key. Job Title: - Relief Security Officer Pay Rate: - £10.35 Location: - Yeovil Shift Pattern: - Varies, i.e. - 8 to 12 hours. Requirements: - 5-year employment history - Valid SIA...

  • Security Officer

    2 weeks ago

    Yeovil, United Kingdom Securitas Full time

    Are you a dependable and proactive individual with a passion for safeguarding others? Securitas is on the lookout for dedicated Security Officers and Relief Security Officers to join our team and play a pivotal role in maintaining a secure environment. As a Security Officer, you'll relish the flexibility of a dynamic schedule, working 42 hours per week...

  • Security Officer

    1 week ago

    Yeovil, United Kingdom Securitas Security Services Full time

    Are you a dependable and proactive individual with a passion for safeguarding others? Securitas is on the lookout for dedicated Security Officers and Relief Security Officers to join our team and play a pivotal role in maintaining a secure environment. As a Security Officer, you'll relish the flexibility of a dynamic schedule, working 42 hours per...

  • Mobile Response Officer

    12 hours ago

    Yeovil, United Kingdom Profile Security Services Ltd Full time

    **Mobile Response Officers - Yeovil** **Hours: 12 hour shifts** **Pattern: Various Options available** **Hourly Rate: £12.50 per hour** **Job purpose**: Profile Security Services Ltd are currently recruiting for a dynamic and hard working individual for the role of Mobile Patrol Officer to cover the Yeovil and surrounding areas. **Roles and...

  • Security Officer

    2 weeks ago

    Yeovil, United Kingdom Securitas Security Services Full time

    About the Role Are you a dependable and proactive individual with a passion for safeguarding others? Securitas is on the lookout for dedicated Security Officers and Relief Security Officers to join our team and play a pivotal role in maintaining a secure environment.As a Security Officer, you'll relish the flexibility of a dynamic schedule, working 42 hours...

  • Communications and Administration Officer

    2 weeks ago

    Yeovil, United Kingdom Symphony Healthcare Services Limited Full time

    Job summary SymphonyHealthcare Services Central Team has an exciting opportunity for a Communication and Administration Officer to join the team. Communicationis at the heart of developing trust and this role will be key in identifyingopportunities for the development and dissemination of communication to ensurethat all stakeholders are well...

  • Security Officer £13.50ph Yeovil, Somerset

    2 days ago

    Yeovil, United Kingdom JHP Recruitment Ltd Full time

    Vacancy: Security Officer Location: Yeovil, Somerset Pay rate: £13.50ph JHP Recruitment are seeking a Security Officer to join their client on a permanent basis, working to support a large manufacturing facility based in Yeovil, Somerset. Main Accountabilities: * Protecting a large manufacturing site, property, and site assets, whilst keeping both...

  • Security Officer £13.50ph Yeovil, Somerset

    3 days ago

    Yeovil, United Kingdom JHP Recruitment Ltd Full time

    Vacancy: Security OfficerLocation: Yeovil, SomersetPay rate: £13.50phJHP Recruitment are seeking a Security Officer to join their client on a permanent basis, working to support a large manufacturing facility based in Yeovil, Somerset.Main Accountabilities: * Protecting a large manufacturing site, property, and site assets, whilst keeping both employees and...

  • Band 9 Chief Data Officer

    12 hours ago

    Yeovil, Somerset, United Kingdom NHS Somerset Integrated Care Board Full time

    Are you passionate about revolutionising service design and delivery through data? The Partnership of statutory organisations within Somerset is seeking a dynamic Chief Data Officer to lead our data-driven transformation. About the Role: Lead the strategic direction of data management and analytics across the Partnership. Drive innovation through data to...

  • Security Officer £13.50ph Yeovil, Somerset

    3 days ago

    Yeovil, United Kingdom JHP Recruitment Ltd Full time

    Vacancy: Security OfficerLocation: Yeovil, SomersetPay rate: £13.50phJHP Recruitment are seeking a Security Officer to join their client on a permanent basis, working to support a large manufacturing facility based in Yeovil, Somerset.Main Accountabilities: * Protecting a large manufacturing site, property, and site assets, whilst keeping both employees...