Complaints Officer

2 weeks ago

Cambridge, United Kingdom Cambridgeshire and Peterborough NHS Foundation Trust Full time

An exciting opportunity has arisen to join the Cambridgeshire and Peterborough Foundation Trust (CPFT) PALS and Complaints team. As a complaints officer you will be responsible for managing complaints and concerns raised by members of the public and users of CPFT services, ensuring that they are responded to in a timely manner. You will be expected to employ specialist knowledge of the complaint regulations and processes in your role, being part of a team that works well together to advise and guide staff in addressing patients' and carers' complaints and concern.
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1. Have a detailed understanding of complaint regulations and processes ensuring that users of the service including patient and carers and members of the public are aware of the complaints process.

2. Review and assess all complaints received by the Complaints Team. Clarifying concerns/elements for investigation with the complainant and agreeing a management plan. Ensuring early resolution opportunities are explored.

3. Escalate complaints for investigation to appropriate managers, and work with directorates to identify an appropriate Investigator Manager. Ensuring complaints are allocated in a timely manner.

4. Monitor the progress of complaint investigations, taking prompt actions to ensure a seamless and timely complaints management process and taking appropriate measures to ensure that response times are met.

5. Deputise for the Complaints Manager as required

Cambridgeshire & Peterborough NHS Foundation Trust is a health & social care organisation dedicated to providing high quality care with compassion to improve the health & wellbeing of the people we care for, as well as supporting & empowering them to lead a fulfilling life.

Our clinical teams deliver many NHS services not only via inpatient and primary care setting but also with the community. These services include Children, Adult & Older Peoples mental & physical health, Forensic & Specialist mental health, Learning Disabilities, Primary Care & Liaison psychiatry, Substance misuse, Social care, Research & Development.

Please refer to the attached job description and person specification for full details of responsibilities

1. Ensure all complaints and registered in line with the NHS and Social Care Regulations (2009).
2. Review and assess all complaints received by the Complaints Team. Clarifying concerns/elements for investigation with the complainant and agreeing a management plan. Ensuring early resolution opportunities are explored.
3. Escalate complaints for investigation to appropriate managers, and work with directorates to identify an appropriate Investigator Manager. Ensuring complaints are allocated in a timely manner.
4. Monitor the progress of complaint investigations, taking prompt actions to ensure a seamless and timely complaints management process and taking appropriate measures to ensure that response times are met.
5. Escalate responses at risk of breaching the agreed timescales in a timely manner.
6. Provide support to Investigating Managers to complete robust, thorough and impartial investigations into complaints; whilst ensuring the best outcome for the complainant and the services involved.
7. Facilitate and draft responses to complaints. Ensuring complainants receive a clear and compassionate response that fully explains what has happened, the outcome of the investigation, any learning identified and the actions that will be taken.
8. Monitor the implementation of learning and action plans, working with the clinical directorate to evidence change.
9. Work with other NHS and social care providers to ensure where appropriate complaints involving multiple agencies are responding to jointly in line with the NHS and Social Care Complaints Regulations (2009).
10. Facilitate and attend complaints resolution meetings.
11. Act as the Trust lead on complaints with external bodies including the Parliamentary and Health Service Ombudsman, Local Government and Social Care Ombudsman and Care Quality Commission.
12. Share learning from the outcomes of complaints investigations, complete thematic analysis and other intelligence with departments and teams across the Trust using a range of media.
13. Promote and raise awareness both internally and externally of how people can make a complaint.
14. Create and maintain effective working relationships with internal and external stakeholders at all levels. Utilise skills to influence, persuade and negotiate to obtain cooperation from others to meet deadlines.
15. Provide and receive complex information where agreement or co-operation from NHS staff at all levels of the organisation is required.
16. Liaise with service users, relatives/carers, members of staff and external agencies in a respectful and efficient manner.
17. Produce quantitative and qualitative reports for the Trust Board, local and

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