Incident and Complaints Co-ordinator

**Job description**

**Job title**: Incidents and Complaints Co-ordinator (Patient Safety & Experience Team)

**Reports to**: Patient Experience Manager

**Team Location**: CQT based in Hereford hub

**Working Hours**:

- Monday
- Friday: Week 1 8-4, Week 2 9-5, Week 3 10-6

**Job Overview**: The Incidents and Complaints Co-Ordinator will co-ordinate as part of a dedicated teams, all compliments/complaints and incidents from patients and healthcare partners, monitoring to support E-Zec internal incident management process. The post holder will ensure all complaints and incidents are logged appropriately and managed in line with required timescales. They will act as the first point of contact for patients who wish to raise feedback. The post holder will also support the business to learn from feedback and incidents in order to improve the quality of the service.

**Key Responsibilities and Duties**:
**Complaints**
- Act as the first point of contact for patients providing feedback, including complaints, concerns or compliments
- Ensure all feedback is logged appropriately
- Demonstrate excellent interpersonal and communication skills and be able to support and manage difficult conversations
- Manage patient compliments/complaints and incident caseload.
- Audit and monitor all compliments/complaints and incidents recorded on Radar to ensure investigation and completion timescales are met
- Work with managers and other stakeholders to achieve successful outcomes to all complaints conducting investigations
- Responding to enquiries in a knowledgeable and professional manner, ensuring that the contact is well briefed and kept informed
- Ensure the Radar system is kept updated and use Cleric and data from other system to inform responses
- Ensure all service-to-service concerns are logged and effectively responded to
- Maintaining confidentiality and data protection in line with company policy and the requirements of the law
- Ensure the complaint handling process is followed as per policies and procedures
- Understand when to escalate issues to an appropriate manager or colleague
- Able to assess whether complaint investigations have been carried out comprehensively and successfully through conducting audits prior to response being issued
- Able to critique or challenge responses that have been formulated by others in pursuit of the required outcomes and overall quality standard
- Work with other departments (internal and external) to achieve solutions to complex issues or complaints
- Follow-up on investigations and overdue responses as part of ensuring that complaints get completed within laid down timescales
- Provide the administration support for the Radar system, including managing the permission levels, and assist managers with their access and technical issues
- Provide other forms of administrative support where required from time to time such as producing simple reports or other data

**Incident management**
- Co-ordinate the management of internal incidents raised by E-zec staff, including safeguarding concerns
- Ensure that all incidents are reviewed and allocated to the appropriate manager for investigation
- Complete routine investigations, liaising with operational teams
- Support the investigation process, ensuring Radar is kept updated with all documentation
- Identify incidents that meet criteria for external reporting, for example to the Care Quality Commission or Health and Safety Executive.
- Support the investigation of serious incidents and root cause analysis investigations
- Monitor timescales to ensure all incidents are managed in line with appropriate timescales (NHS Serious Incident Framework)