Complaints Lead
3 days ago
The Complaints Lead - Patient Experience Specialist will provide support to the Complaints Manager, Patient Experience Matron, and General Managers of all services as required in the management and coordination of the complaints process.
Main Responsibilities- Maintain the Trust's database on complaints and monitor and report on complaint trends.
- Promote a positive image of the complaints procedure to patients, carers, relatives, and staff.
- Assist in the management of Patient Advice and Liaison Service (PALS), concerns, and formal complaints and support members of staff on the investigation of complaints, providing guidance as required.
- Draft responses back to complainants and take action on follow-up to ensure statutory time limits are met.
- Cross-cover for other complaint leads when required.
- Build a good working relationship with staff members within the Trust and externally and have a good sound knowledge of Trust policies.
- Resolve day-to-day problems independently of the General Manager (GM)/Head of Nursing (HoN), as appropriate.
- Support, advise, and train the complaints administrator(s) and officers.
- Monitor any action plans on a regular basis and liaise with staff within the Clinical Service Line (CSL) to ensure that these are being addressed within the agreed timeframes.
- Ensure that service improvement ideas and requirements arising from complaints are disseminated and actioned.
- Coordinate the update and input of actions identified on the risk management systems.
- Undertake any other duties relevant to the purpose of the post.
- Deputise for the Complaints Managers when required.
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton.
The Trust is committed to delivering the best patient care using the best clinical knowledge and technology available.
The Complaints Lead - Patient Experience Specialist will be joining a friendly, high-performing Trust committed to ensuring the health and wellbeing of staff.
The Trust offers a range of benefits, including access to a programme of high-quality training and development to help you grow your career.
Key Requirements- Higher education (A Level qualification or equivalent)
- Minimum grade C or above GCSE English
- Administration experience, including use of MS Office tools
- Good command of the English language
- Professional Registrant NMC/AHP or equivalent
- Minute taking qualification
- Complaint response draft training
- Experience of writing complaint responses
- Experience of working in a complex organisation
- Experience of working in the NHS and engaging with different stakeholders
- Experience of minute taking and report writing
- Knowledge/experience of complaints/PALS services
- Experience of working in sensitive situations and a customer care approach
- Experience of working in the NHS
- Experience of using NHS IT applications, for example, InPhase, iPM, Evolve, ICE, or Nerve Centre
- Evidence of on-going training and willingness to learn
- Knowledge of computer and database work
- Understand how to problem-solve in certain situations
- Ability to remain objective in difficult situations
- Experience of managing own workload and prioritizing tasks
- Experience of working unsupervised for periods of time
- Confident telephone manner and good interpersonal skills
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