Compliance Officer for Patient Experience
5 days ago
About NHS Devon Integrated Care Board
We are an organisation that prioritises the delivery of high-quality care and better value for money, aiming to reduce health inequalities and ensure long-term sustainability.
Job Summary
This role is part of a team responsible for managing informal and formal complaints received by NHS Devon. The post holder will line manage and develop a small team, providing guidance and support. Throughout the role, the post holder will need to be confident at speaking with and writing to patients, families, and/or their advocates to provide guidance, support, and assurance relating to various NHS subject areas.
The role will also include report writing and understanding learning from concerns and complaints both within NHS Devon and the wider local NHS system. There will be times where patients, families, and/or their advocates will wish to meet in person, and the post holder must be confident in organising and holding a resolution meeting.
Main Responsibilities
- Managing informal concerns and formal complaints over the telephone, by email, in writing, or in person.
- Following NHS Devon's informal concerns and formal complaints policy and in line with the local authority social service and national health service complaints (England) regulations 2009.
- Building relationships with internal colleagues, local NHS providers, and system providers to resolve informal concerns and formal complaints.
- Working with clients to understand their needs and agreeing a plan for resolution.
- Creating a platform for learning from complaints and ensuring action plans are put in place.
- Line management within the team to include following HR policies, holding regular one2one's, and development discussions.
- Being involved in Patient Experience projects and, where required, leading with these, creating plans, deadlines, and delivering a successful outcome.
- Maintaining policies, procedures, and standard operating procedures.
- Maintaining internal training documents and material, including delivering small training sessions.
- Being a point of contact for both internal and external colleagues relating to patient experience subjects.
- Attending internal and system meetings, which will include both informal and formal meetings.
- Developing, creating, and maintaining various patient experience reporting.
About Us
NHS Devon Integrated Care Board is part of the Devon Integrated Care System, which recognises the importance of working together to deliver care that people really need. Our vision is simple: equal chances for everyone in Devon to lead long, happy, and healthy lives.
What We Offer
As an employee of NHS Devon Integrated Care Board, you will have access to a range of benefits, including competitive salary, opportunities for professional development, and a supportive work environment. The estimated salary for this role is £35,000 - £40,000 per annum.
How to Apply
Please refer to the attached job description and person specification for full details of the role requirements. We encourage applications from candidates who are passionate about delivering high-quality care and committed to improving patient experience.
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