Complaint Investigator

3 months ago

Welwyn Garden City, United Kingdom Hertfordshire Community NHS Trust Full time

Job summary

Patients, their families, and carers are at the heart of what we do. Our vision is to provide outstanding services and improve the health and wellbeing of the communities we serve.

We are looking for somebody to play a key role in supporting the patient experience journey for children, young people and families accessing Children and Young People's Specialist Services.

The role will sit within the Patient Experience Team and will involve conducting thorough investigations into incidents and complaints on behalf of Hertfordshire Community NHS Trust (HCT) tosupport learning and recommendations for an improved patient experience.

Main duties of the job

Plan, organise and support investigations into incidents and complaints acting as Investigating Officer unless otherwise agreed. Work autonomously as the lead investigator or, where necessary, work in conjunction with colleagues (internal and external) and escalate identified risks to appropriate quality and senior operational leads. Be responsible for ensuring compliance with all statutory reporting requirements in relation to complaint and incident reporting and response to parents/carers and other stakeholders. Support the Patient Experience Team with implementing the HCT's Complaints and Concerns Policy, ensuring that complaints and concerns are investigated and responded to professionally and appropriately, identifying lessons learned so that there is continuous improvement of services. Provide and receive highly complex, sensitive and contentious information relating to incidents, complaints and other investigations, presenting this information to teams and groups as appropriate.

About us

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Job description

Job responsibilities

The post holder will play a key part in supporting the patient experience journey for children, young people and families accessing CYP specialist services. The role will sit within the Patient Experience team working to achieve the Trusts Values of being Caring, Agile and Innovative; the post holder will facilitate a high quality and professional complaints function for service users, carers and others who are expressing concerns and complaints, The post holder will conduct thorough investigations into incidents and complaints on behalf of the trust.

The post holder will liaise with parents and/or carers, internal and external stakeholders including HCT staff to understand issues and create robust action plans, which includes shared learning and recommendations for improved patient experience, in conjunction with service managers and trust leads. The postholder will focus predominantly on investigations/complaints linked to Children and Young Peoples Specialist Services, though may support in other areas, as necessary.

Person Specification

Candidate Requirements

Essential

Educated to degree level in a relevant subject or equivalent experience working in a customer service/and or advice role in a health setting. Knowledge of current health and social care agenda, and how this applies to patient and carer experience Experience in a senior leadership role

Candidate Requirements

Essential

Ability to build relationships with diverse range of people, both internally and externally Excellent organisational skills with the ability to work under pressure to manage and deliver on tight deadlines Possess resilience to deal with any distressing and emotional demands of the role

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