Complaint Resolution Specialist

3 days ago

Welwyn Garden City, Hertfordshire, United Kingdom Hertfordshire Community NHS Trust Full time

Job Summary

Hertfordshire Community NHS Trust is seeking a skilled professional to play a key role in supporting the patient experience journey for children, young people, and families accessing Children and Young People's Specialist Services.

Main Responsibilities

  • Conduct thorough investigations into incidents and complaints on behalf of the Trust to support learning and recommendations for an improved patient experience.
  • Work autonomously as the lead investigator or, where necessary, work in conjunction with colleagues (internal and external) and escalate identified risks to appropriate quality and senior operational leads.
  • Ensure compliance with all statutory reporting requirements in relation to complaint and incident reporting and response to parents/carers and other stakeholders.
  • Support the Patient Experience Team with implementing the Trust's Complaints and Concerns Policy, ensuring that complaints and concerns are investigated and responded to professionally and appropriately, identifying lessons learned so that there is continuous improvement of services.
  • Provide and receive highly complex, sensitive, and contentious information relating to incidents, complaints, and other investigations, presenting this information to teams and groups as appropriate.

About the Role

The post holder will play a key part in supporting the patient experience journey for children, young people, and families accessing CYP specialist services. The role will sit within the Patient Experience team, working to achieve the Trust's Values of being Caring, Agile, and Innovative.

Key Requirements

  • Education to degree level in a relevant subject or equivalent experience working in a customer service/advice role in a health setting.
  • Knowledge of current health and social care agenda and how it applies to patient and carer experience.
  • Experience in a senior leadership role.
  • Ability to build relationships with diverse range of people, both internally and externally.
  • Excellent organisational skills with the ability to work under pressure to manage and deliver on tight deadlines.
  • Possess resilience to deal with any distressing and emotional demands of the role.

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