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Complaint Resolution Specialist

2 months 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 support 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, ensuring compliance with statutory reporting requirements.
  • Work autonomously as the lead investigator or collaborate with colleagues and external stakeholders to identify lessons learned and implement improvements.
  • Support the Patient Experience Team in implementing the HCT's Complaints and Concerns Policy, ensuring timely and professional responses to complaints and concerns.
  • Provide and receive sensitive information related to incidents, complaints, and investigations, presenting findings to teams and groups as necessary.
About the Role

This role will play a key part in facilitating a high-quality and professional complaints function for service users, carers, and others expressing concerns and complaints.

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 its application to patient and carer experience.
  • Experience in a senior leadership role.
Key Skills
  • Ability to build relationships with diverse groups of people, both internally and externally.
  • Excellent organisational skills with the ability to work under pressure to manage and deliver on tight deadlines.
  • Resilience to deal with distressing and emotional demands of the role.