Locum Consultant in Emergency Medicine

3 weeks ago

Luton, United Kingdom Oxleas NHS Foundation Trust Full time

Job overview

The post holder is responsible for facilitating the functions of the Trust’s Complaints Team. This will include, but is not limited to:

·Ensuring formal and informal complaints received by the Trust are dealt with in accordance with the Trust’s internal complaints procedures and meet the required national standards and targets.

·Promoting a positive image of the Complaints Procedure to patients/carers/ relatives and staff. 

Main duties of the job

·The post holder will be required to work independently, under supervision and as part of a team. Whilst working within the Trust’s Complaints Team, the post holder will be expected to work closely with staff at all levels of the organisation. They will be expected to liaise with other Complaints Officers in the Region, and other external agencies such as providing advocacy services and the Parliamentary and Health Service Ombudsman (PHSO).

·Expected to work and support with PALS activities

·Collate, coordinate and process all formal and informal complaints according to the Trust’s Complaints Procedures using knowledge and experience of both the Trust’s Complaints Procedures and National Guidance to identify how to deal with each complaint individually to ensure a satisfactory resolution for the complainant.

·Acknowledge and initiate investigations into formal complaints received by the Trust within 3 working days, ensuring a patient’s written consent is received before the investigation commences if a third party has written on their behalf.

Co-ordinate responses to complaints and ensure they are ready for the Chief Executive’s approval within 35 working days in accordance with Trust guidelines

Working for our organisation

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.

We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.

All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.

Please review all documents attached to this advert to ensure you familiarize yourself with all requirements of the job.

Detailed job description and main responsibilities

·Listening to patients/carers/relatives complaints both face to face and over the telephone and accurately recording those complaints.

·Liaising with Senior Managers across the Trust on areas of concern and supporting them in all matters relating to complaints. 

·Maintaining the Trust’s database on complaints and monitoring and reporting on complaint trends.

·Producing reports on complaints and complaint trends

·Supporting, advising and training the Complaints Administrator(s)

·Monitoring patient satisfaction of the service provided.

·Co-ordinate responses to complaints and ensure they are ready for the Chief Executive’s approval within 35 working days in accordance with Trust guidelines

·Develop and implement administrative processes to support the effective and efficient management of the complaints process.

·Work with the Senior Patient Affairs Officer to ensure the Trust’s Complaints Procedures are updated as necessary and new initiatives implemented to ensure continued compliance with new NHS guidance as it is released.

·Liaise with the Litigation Manager and Risk Manager on the management of complaints when appropriate.

Person specification

Essential

Essential criteria

Administration experience, including use of MS Office Minimum grade C or above GCSE English

Desirable criteria

Minute taking qualification

Knowledge & Experience

Essential criteria

Knowledge/ experience of complaints/PALS services Experience of using NHS IT applications for example InPhase, iPM, Evlove, ICE or Nerve centre

Desirable criteria

Experience of working in the NHS

Skills

Essential criteria

Experience of managing own work load, and prioritising tasks. Evidence of experience in problem solving situations

Desirable criteria

Knowledge of NHS Complaints/PALS and patient experience agenda

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

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