Complaints Quality Specialist

3 weeks ago

StokeonTrent, Stoke-on-Trent, United Kingdom University Hospital of North Midlands Full time
Job Title: Complaints Quality Adviser

We are seeking a highly skilled and experienced Complaints Quality Adviser to join our team at University Hospitals of North Midlands NHS Trust. As a key member of our Complaints Team, you will play a vital role in ensuring that our patients receive the highest quality care and that their concerns are addressed in a timely and effective manner.

Main Responsibilities:
  • Provide expert advice and guidance to patients, carers, and relatives on the complaints procedure and available services.
  • Triage incoming formal complaints, escalating as necessary to the Quality and Safety Team or other relevant stakeholders.
  • Liaise with complainants to identify key issues, agree action plans, and provide ongoing support throughout the formal complaints process.
  • Work closely with the Divisional Governance and Quality Managers to ensure that complaints are accurately recorded and resolved in line with Trust policy.
  • Facilitate and attend formal complaints meetings with patients, carers, or members of the public, providing sensitive and complex advice and solutions as required.
  • Ensure that all complainants are supported through the formal complaints process and are aware of other independent organizations that can provide additional support.
  • Responsible for ensuring secure storage and appropriate document control mechanisms are in place for sensitive information.
  • Work closely with the Complaints, PALS, and Volunteer Services Manager to ensure timely information on data is available for monthly, quarterly, and annual reports.
  • Review national and local reports on patient experience to contribute to developing and updating Trust guidance and policy.
Person Specification:
  • Educated to degree level or equivalent work experience.
  • Knowledge of NHS complaints handling acquired through training and experience to NVQ4 level or equivalent experience.
  • Competent in the use of Microsoft Office applications.
  • Evidence of undertaking Customer care training or demonstrable experience.
  • Counselling training Communication skills training.
Knowledge, Skills, and Experience:
  • Experience within a complaints/customer service environment.
  • Skills in the use of electronic Complaints modules.
  • Provide non-clinical advice to patients/relatives such as complaints procedure, services available.
  • Implement policies and propose changes to practices, procedures for complaints to help improve services beyond the complaints department.
Personal Qualities:
  • Demonstrate drive and energy.
  • Regular car user.
  • We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith, or sexual orientation.
  • Flexible working will be considered in line with Trust policies.
  • New recruits are required to pay for their Disclosure and Barring Service check (and admin fee) prior to starting if the role requires a DBS check.

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