Senior Complaints Officer

1 week ago

Denton, United Kingdom Gtd Healthcare Full time

Comply with organisation policies and procedures. Under the direction of the complaints manager, support organisation-wide developments in as part of gtds overall framework for managing complaints. The post holder will be responsible for producing high quality written responses on behalf of the Chief Executive or their nominated officer, that are written or communicated in a way that patients and their families can understand and demonstrate that a thorough investigation has been carried out and lessons learned. Support the delivery of complaints training across the organisation.
Contribute to the development and maintenance of information resources pertinent to complaints. Support and contribute towards the development and dissemination of policies, protocols and guidelines linked to complaints. Support the monitoring of compliance with policies and guidance linked to complaints, including the writing of reports to demonstrate findings from investigations, audits, risk assessments and other sources of information. Be a point of contact for staff on complaints related matters.
Build and maintain good relationships with internal and external stakeholders including patients, staff, coroners office staff, solicitors, insurers, police, etc. Under direction of the complaints manager seek advice from external organisations, e.g. NHS England, NHS Resolution, the Information Commissioners Office, gtds legal support line, etc. Support the development and maintenance of the organisations manual and electronic systems for managing complaints.
Contribute to the effective integration of complaints with other quality, governance, and assurance initiatives. Act as a complaints representative at relevant meetings providing two-way feedback as agreed with complaints manager. Support the provision and receipt of complex, contentious and sensitive information relating to complaints and staff performance concerns. With support from complaints manager, lead on the investigation and management of lower risk incidents, i.e.
incidents rated below moderate. Support the investigation and management of moderate and above incidents. Support the monitoring of actions identified as a result of investigations are monitored for progress of implementation and reviewed for effectiveness. Provide support in the management of incidents related to zero tolerance.
Be expected to use own initiative and act independently. Obtain clinical notes from clinical systems to assist with requests for information and internal investigations. To support the administration of organisational meetings, assisting with: Meeting arrangements; The preparation of agendas and accompanying documents; The facilitation of meetings; The production of accurate and concise minutes and action logs; The dissemination of meeting materials. Use the local risk management system (LRMS) to generate reports.
**Governance Team**: Provide administrative support for all members of the governance management team, including diary management and setting up meetings. Support the Head of Patient Experience & Inclusion and Complaints Manager in the training of new governance team staff. Deputise and provide cover for all members of the Governance Team as appropriate to ensure the continuation of relevant governance functions. Liaise and seek support from other members of the governance management team as necessary.

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