Band 5 Complaints Officer

5 months 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



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

    The purpose of this role is to ensure that appropriate systems and processes are in place to support the management, commissioning and development of primary care contracts. In particular, the post holder will: Provide high quality project and administrative support, using knowledge and understanding of primary care procedures, protocols and functions....


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

    **PURPOSE OF THE ROLE**: The purpose of this role is to ensure that appropriate systems and processes are in place to support the management, commissioning, and development of primary care, and specifically in relation to the Dental Recovery Programme. In particular, the post holder will: Provide high quality project and administrative support, using...


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

    **PURPOSE OF THE ROLE**: The purpose of this role is to ensure that appropriate systems and processes are in place to support the management, commissioning and development of primary care contracts. In particular, the post holder will: Provide high quality project and administrative support, using knowledge and understanding of primary care procedures,...


  • 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...


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

    **PURPOSE OF THE ROLE**: This post is designed to provide a high level, confidential and professional Executive Assistant and business support function to the Chief Finance Officer and Director of Performance and Contracting (CFO) and Deputy Chief Finance Officer and Deputy Director of Performance and Contracting (DCFO). The effective delivery of this role...


  • Yeovil, United Kingdom Somerset NHS Foundation Trust Full time

    Job summary An exciting opportunity has arisen for a Band 6 Physiotherapist to join the Urgent Care Therapy Team in Yeovil District Hospital. You'll join an experienced team involving Physiotherapists and Rehabilitation Assistants and be competent to provide Physiotherapeutic management for patients in Acute Respiratory & Surgical wards and the...


  • Yeovil, United Kingdom Synlab Full time

    SYNLAB UK & Ireland have extensive experience of working in partnership with the NHS to deliver and improve pathology services through its existing pathology joint ventures - including Southwest Pathology Services (SPS). Our team at SPS have been fundamental to the principle of making a positive difference to healthcare within Somerset for 10 years and we...


  • Yeovil, United Kingdom Somerset NHS Foundation Trust Full time

    Full training will be provided to initially work as a Band 5 Speech and Language Therapist. Year one in post will include completing a structured dysphagia training program and working towards completion of Newly Qualified competencies. During year two, the post holder will spend up to 12 months working towards a set of competencies to enable them to work as...


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

    Job summary Contracts Officer (33 hours per week) - Somerset IntegratedCare Board The Acute & Community Contracts team at NHS Somerset isseeking to recruit a Band 6 Contracts Officer.The post holder will be part of a small, friendly and supportive team thatmanages a diverse range of agreements and acts as a key link between theIntegrated Care Board...


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

    About the RoleThe Somerset System Coordination Centre Support Officer will provide administrative and coordination support to the SCC team, acting as the initial point of contact for enquiries regarding the SCC. The role will involve providing administrative support in the tracking of data collections and assurance returns, processing communications cascade,...


  • Yeovil, United Kingdom Mash Group Full time

    Our very successful Client is currently expanding and so has an exciting opportunity for a Legal Compliance officer to join their team for **2.5 days** a week based in Bridgwater, Taunton or Yeovil. This is a critical function and requires someone who is confident working on their own initiative and is comfortable communicating effectively with people at...


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

    Job summary There is an exciting opportunity forindividuals within the Somerset health and care system to come and joinSomerset System Coordination Centre (SCC). We have a hour vacancywhich can be flexible for a job share, should the right applicants wish.Working will be over a 7-day operating model including unsocial hours to Rota is currently...


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

    Job SummaryNHS Somerset Integrated Care Board seeks a highly skilled and experienced Band 7 Assistant Quality Manager to join our Quality, Safety, and Improvement Directorate. This key role will play a vital part in promoting and monitoring quality of care standards, working in partnership with the quality, safety, and improvement team. The role requires an...


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

    Purpose of the role Works as part of the multi-professional SEND Health Team to ensure that the health needs and provision are outlined clearly in Education, Health and Care Plans (EHCP) in Somerset. Work with provider health organisations and the Local Authority to improve the experience and effectiveness of the EHCP process including providing clinical...

  • Security Officer

    6 months ago


    Yeovil, United Kingdom 2012 Security Full time

    We have day shifts available, 42.5 hours a week Monday-Friday with overtime available on Saturdays, working as a Security Officer in a public building. Duties will include - meeting and greeting members of the public - patrolling all floors of the building - always ensuring public safety - liaising with other officers on site - directing the public to the...


  • 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...


  • Yeovil, United Kingdom Symphony Healthcare Services Limited Full time

    To undertake typing as required which may include minute taking. To assist with collation and distribution of papers for various meetings. Assist with varying clerical aspects associated with data collection and entry Support, attend and participate in relevant working groups and committees as required Liaison with linked central departments and where...


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

    Job summary Exciting Opportunity: Primary Care Manager (8a) Jointhe NHS Somerset Primary Care Team! NHS Somerset is seeking an experienced and passionate leaderto join our dynamic Primary Care Team as a Primary Care Manager. This is aunique opportunity to contribute to a thriving team that supports the fullrange of GP, dental, pharmacy, and...

  • Security Officer

    6 months 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...

  • Security Officer

    2 months ago


    Yeovil, United Kingdom CV-Library Full time

    Great opportunity to work for G4S Security as a Security Officer Position: Security Officer Location: Yeovil Pay Rate: £11.76 per hour Hours: 42.5 per week Shifts: 8:45 AM - 5:15 PM, 5 days out of 6 Monday to Saturday Your Time at Work - Greeting staff and visitors - Controlling access in and out of the building - Patrolling the premises...