Head of Complaints Governance

1 month ago

London, Greater London, United Kingdom Barts Health NHS Trust Full time

Job Overview

The ideal candidate will oversee a dedicated team of complaints officers, evaluating procedures to enhance operational efficiency, in collaboration with site Heads of Governance.

This role is pivotal in elevating the quality of complaint resolutions and managing a portfolio of complex and reopened complaint cases.

Key Responsibilities

The successful individual will engage professionally and effectively with senior site leaders and hospital executives to meet our complaint performance indicators and support the attainment of our site quality goals.

Previous applicants are not encouraged to reapply.

About Our Organization

Barts Health is recognized as one of the largest NHS trusts in the UK and stands as a prominent healthcare provider.

The Barts Health group of NHS hospitals is embarking on an exciting new phase in our journey towards improvement, aiming to become an exemplary organization with a world-class clinical reputation. Having successfully moved out of special measures, we are now positioned to chart a new course focused on continuous enhancement of our services for patients.

Our vision is to be a high-performing group of NHS hospitals, celebrated for excellence and innovation, delivering safe and compassionate care to our patients in east London and beyond. This entails being a provider of exceptional patient safety, recognized for consistently high standards of harm-free care, and ensuring patients receive care in the appropriate setting at the right time. It also involves being an outstanding workplace, where our WeCare values and behaviors are evident and guide our collaborative efforts.

We are committed to embodying our WeCare values and fostering an inclusive environment, ensuring every staff member feels a sense of belonging. We appreciate our diversity and actively promote an inclusive workplace culture.

Detailed Job Description and Main Responsibilities

The comprehensive job description outlines the key tasks and responsibilities associated with this role, while the person specification details the qualifications, skills, experience, and knowledge required. For both documents, please refer to the attachments below.

Person Specification

Qualifications

Essential Criteria

A first-level degree or equivalent experience or study, along with intermediate qualifications or demonstrable experience in Microsoft Office Applications.

Desirable Criteria

Completion of a management qualification or equivalent.

Experience

Essential Criteria

Experience working within the NHS. Background in Governance, Risk Management, and/or Health and Safety, including the ability to assess current local practices against national and local standards within the NHS. Proficiency in complaints handling and investigation. Experience in evaluating evidence against established standards for various assessments.

Desirable Criteria

Clinical experience or professional registration or qualification.

Knowledge

Essential Criteria

Extensive knowledge of Microsoft Office Applications and experience with databases and commercial IT systems. Strong understanding of clinical governance and experience working within this framework. Comprehensive knowledge of external assessment or regulation within the NHS or other public services. In-depth understanding of complaints processes.

Skills

Essential Criteria

Ability to work independently and collaboratively as part of a team, engaging across professional boundaries at all organizational levels. Demonstrated capability to present complex issues clearly and concisely at all levels, including site Quality Governance Board. Strong organizational skills, capable of working effectively under pressure and meeting established deadlines. Evidence of effective presentation skills across various media and training materials. Proficient in analyzing and interpreting risk, performance, clinical, and other data and reports. Competent in writing clear and grammatically correct reports and summaries. Experienced user of Datix (or equivalent risk management database) with proven ability to train others in its use.

Other

Essential Criteria

Proven experience in effectively managing staff and fostering professional development for oneself and the team. Ability to develop and deliver training sessions and facilitate Task and Finish Groups/work streams.

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