Complaints Facilitator

An opportunity has arisen for a Complaints Facilitators with a commitment to improving patient experience.

Working as part of the team, you will act as a Complaints Facilitator for the Trust, dealing with concerns raised formally by patients, relatives, carers and members of the public.

You will have excellent communication and influencing skills and the ability to respond positively to a rapidly changing environment. You will be instrumental in providing a visible and highly effective complaints service for the Trust.

The successful applicant will be capable of managing a caseload independently and analysing problems presented to the team by patients and relatives. You will be kind, caring, and articulate and have the ability to remain calm under pressure. Knowledge of MS Office and a high level of written correspondence and reports experience is essential, as is a dedicated and flexible approach to team working.

This is an exciting time for our service and if you possess the relevant skills and experience and have a passion for ensuring the service is delivered to the highest of standards, we would like to hear from you.

The role will involve dealing with highly emotive situations and having the ability to diffuse them by resolving the issues raised by the contacts.

The post holder will be expected to be able to work in an effective and professional manner, managing their own caseload within agreed timescales.

What’s the hospital like?

Pilgrim Hospital is situated beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24-hour major accident and emergency service.

Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services.

Lincoln Hospital is a thriving university city and with the opening of the new medical school, It provides all major specialties and a 24-hour major accident and emergency service

If you want to make a difference and be part of something new and exciting then we would love to hear from you so, what are you waiting for?

“Excellence in rural healthcare”, delivered by people who put patients at the heart of everything they do

One Trust, Endless opportunities

To promote and support a culture of learning and quality improvement across all aspects of patient care, safety, services and resource management within United Lincolnshire Hospitals NHS Trust.

To support the Complaints Team in the provision of an accessible and responsive service to patients, their families, carers and member of the public who wish to make a complaint about services provided by the Trust.

To act as part of the Complaints Team, acting as primary point of contact for colleagues across the Trust.

To be responsible for supporting the management of the Trust’s complaints function leading to the continuing development of and a pro-active approach to the management of complaints within statutory requirements and broad national and local guidelines.

To be responsible for providing an efficient and effective service for the Trust for Parliamentary Health Service Ombudsman cases, supporting the on-going management of the complaints and any external investigations.

To support the Complaints and PALs Manager with the coordination of learning from complaints and management of action plan completion across the organisation.

To be responsible for providing an efficient and effective complaints service for the Trust through supporting the management of the Complaints Department and operational management teams handling complaints.