Senior Officer

4 weeks ago


Exeter, Devon, United Kingdom NHS Devon Integrated Care Board Full time

About the Role

The Senior Officer will be part of a team who manage informal and formal complaints received by NHS Devon. They 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.

Main Responsibilities

Managing informal concerns and formal complaints over the telephone, by email, in writing, or in person.

Follow NHS Devon informal concerns and formal complaints policy and in line with the local authority social service and national health service complaints (England) regulations 2009.

Build relationships with internal colleagues, local NHS providers, and system providers to resolve informal concerns and formal complaints.

Working with the clients to understand their needs and agreeing a plan for resolution.

Create a platform for learning from complaints and ensuring actions plans are put in place.

Line management within the team to include following HR policies, holding regular one2one's, and development discussions.

Be involved in Patient Experience projects and where required lead with these, creating plans, deadlines, and delivering a successful outcome.

Maintain policies, procedures, and standard operating procedures.

Maintain internal training documents and material, to include delivering small training sessions.

Be 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.

Develop, create, and maintain various patient experience reporting.

About NHS Devon Integrated Care Board

NHS Devon Integrated Care Board is responsible for the majority of the county's NHS budget, and develops a plan to improve people's health, deliver high-quality care, and better value for money. The organisation is led by a diverse board, with an aim to improve people's lives in Devon wherever they live, to reduce health inequalities, and make sure we can deliver these services for the long term.

Key Skills and Experience

  • Knowledge of administrative procedures, complaints management, or information analysis.
  • Previous experience in complaints management and/or customer service.
  • Working knowledge of the complaint regulations within Health & Social Care.
  • Knowledge of administrative procedures, project management, or information analysis.
  • Advanced keyboard skills, use of a range of software.

What We Offer

NHS Devon Integrated Care Board offers a range of benefits, including a competitive salary, a comprehensive training program, and opportunities for career development.



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