Personal Assistant and Complaints Coordinator

4 weeks ago

Ashford, United Kingdom East Kent Hospitals University NHS Foundation Trust Full time

A challenging and exciting opportunity has arisen for a Senior Personal Assistant and complaints coordinator for Women’s Health Governance.

We are looking for an enthusiastic, motivated and driven individual whom is able to organise and co-ordinate a wide range of tasks within tight timescales, to work under pressure, show initiative and play an important role in the effective within the governance team.
- The organisation of care group governance meetings and managing a portfolio of complaints.
- The post holder will support the Deputy Head of Midwifery and Gynaecology for Governance to ensure governance meetings have high quality administration and actions arising have appropriate oversight

We are one of the largest hospital trusts in England, with three acute hospitals and community sites serving a local population of around 700,000. We also provide specialist services for Kent and Medway.

We care about our patients and our people. We are focused on providing outstanding, safe patient care, and a positive working culture that benefits staff and patients alike. With our emphasis on staff training and development, a staff support scheme that’s second to none, and a healthy package of benefits, it’s easy to put down roots in East Kent Hospitals.

NHSEI have always been clear that staff have a professional duty to get vaccinated and it remains our best line of defence against COVID-19. As such NHS organisation including Primary Care, are encouraged to continue engaging with and supporting their staff to inform their decisions in order to drive vaccine confidence, protect themselves, patients, and everyone else. NHSEI has producedCOVID-19 vaccine communication materials.

Personal Assistant
- To maintain total confidentiality at all times.
- Arrange meetings for and on behalf of Deputy Head of Midwifery and Gynaecology for Governance
- Arrange dates for 1-2-1 meetings and appraisals for the senior team members.
- Construct meetings agendas and associated papers.
- Attend meetings and take and transcribes minutes as required.
- Send and received Corporate and Care Group information.
- Organisation of diaries, papers and filing systems to provide a robust administrative service.
- Administer senior Care Group recruitment using the Trac system, including liaison with the Resourcing team, booking venues, administering associated test materials, liaising with senior Corporate staff or other Care Groups as required.
- Organising Care Group Away Days including venue liaison, Business World payments and associated paperwork.

Communication and customer service

To provide and receive routine information which may be complex or sensitive. Exchange of verbal and written information with a range of individuals, groups and departments which may include patients, staff or carers relating to enquiries, appointments, admissions and meetings.
- To be confident and fully aware of the NHS complaints regulations, policy and process.
- Support the care groups to ensure the standards for complaints management set nationally and locally are delivered in accordance with the Trust’s Complaints, Compliments and PALS policy.
- Support the care groups to develop, implement and maintain strategies to support a culture of learning from complaints, to enable the intelligence gathered through complaints to be used effectively by the Trust to improve services.
- Ensure complaints are answered in a robust, timely manner and to a consistent high standard, in line with the Trust’s policy.
- To assist and facilitate the triage complaints, seeking advice from the governance teams and clinical leads if necessary.
- To work uniformly and track the status of all complaints received. To monitor complaints with a weekly report, this is then used to monitor complaints status with the care group.
- To be a contact person for the multi-disciplinary team and patients.
- To attend the fortnightly telecom/meeting to ensure responses are finalised in timescales.
- To continuously identify and improve the care group’s response timescales and to work with the care groups to escalate when there are barriers preventing efficient performance.

**Tasks include**:

- Acting as a point of contact for enquiries and complaints within the department, dealing with them accordingly and in line with Trust policies.
- Liaising with internal and external stakeholders on behalf of their manager, colleagues or members of their professional team.
- Working flexibly across the organisation, covering the work of colleagues during peak periods or absence.
- Collecting, sorting and prioritising incoming mail.

Business Planning and Organisation

The postholder will be expected to plan and organise activities to support the business functioning of the Care Group.

**Tasks include**:

- Arranging meetings and keeping diaries for members of the senior team to ensure effective time management and forward planning with mínimal disruption.
- Lead on minute taking and ac

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