Patient Safety and Complaints Officer

7 months ago


Leicester, United Kingdom University Hospitals of Leicester NHS Trust Full time

We have an exciting opportunity to come and work in the PILS team on a 12 month secondment or fixed term contract. The PILS team is the Trust’s patient facing point of contact for taking complaints. concerns, requests for information and compliments.

Whilst with us you will work gain experience with working in Datix and liaising closely with CMGs and complainants as part of the complaints process to gain resolution. Empathy and compassion are key attributes for this public facing role.

For further details, an informal discussion or/and a visit, please contact one of the following Patient Safety Leads;
Stephanie Beasley Tel 07950 868809

Julie Gambin Tel 07507 400287

To provide a comprehensive and confidential administration service to the Patient Safety Team to support the achievement of key performance and quality indicators specific to the Patient Safety and Complaints Agenda.

You will be required to manage and co-ordinate several activities simultaneously and demonstrate a high degree of attention to detail and autonomy.

The ability to manage and prioritise your own workload is essential as well as recognising and responding to the urgent and impromptu demands of the service.

We are one of the biggest and busiest NHS trusts in the country, incorporating the General, Glenfield and Royal Infirmary hospitals. We have our very own Children’s Hospital and run one of the country’s leading heart centres.

Our team is made up of more than 17,000 staff providing a range of services primarily for the one million residents of Leicester, Leicestershire and Rutland.

We work with partners at the University of Leicester and De Montfort University providing world-class teaching to nurture and develop the next generation of doctors, nurses and other healthcare professionals, many of whom go on to spend their working lives with us.

Our purpose is to provide ‘Caring at its best’ and our staff have helped us create a set of values that embody who we are and what we’re here to do. They are:

- We focus on what matters most
- We treat others how we would like to be treated
- We are passionate and creative in our work
- We do what we say we are going to do
- We are one team and we are best when we work together

Our patients are at the heart of all we do and we believe that ‘Caring at its best’ is not just about the treatments and services we provide, but about giving our patients the best possible experience.

About the University Hospitals of Leicester NHS Trust (leicestershospitals.nhs.uk)

Complaints

**To actively manage the complaints administration process**:

- Act as an initial contact for complaints, concerns, queries raised by patients, relatives and carers.
- Discuss the management of the complaint or concern and offer advice on the options for timely resolution and the processes that would be followed.
- To input detail on to the Datix system, maintaining accurate data including all patient/complainant demographics, ethnicity, and consent.

**Manage individual caseloads ensuring**:

- Accurate logging and maintenance of electronic files.
- Timely liaison throughout the process with complainant.
- Timely liaison with Clinical Management Group/s or other organisations.
- Plan, co-ordinate and facilitate meetings.
- Draft straightforward written responses
- Review all responses to ensure demographics are accurate and all aspects of the complaint have been covered.
- Record actions taken on the Datix system.
- Track and monitor completion of actions to their conclusion.
- To organise, co-ordinate and minute complaints meetings with a patient/carer present, these minutes will be shared with the complainant.

Incidents

To actively manage the administration processes for all reported incidents including:

- Uploading of Serious Incidents (SIs) on to STEIS.
- Maintaining the database of evidence for SI action plans, chasing when required.
- Escalating to a senior member of the Patient Safety Team when difficulties occur in obtaining required information in a timely manner.
- To maintain a tracker log for potential SIs and moderate incidents.
- To maintain accurate files of all evidence in relation to the investigation of SIs or moderate incidents requiring a written report.
- To commence drafting of report templates with key information.
- Ensure Datix investigation and action screens are populated and maintained.
- To request and monitor evidence of action plan completion.



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