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Location

Bedford, Bedfordshire | United Kingdom

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Job description

The post holder provides support to the Complaints Manager, Patient Experience Matron and General Managers of all services as required in the management and co-ordination of the complaints process.
• Maintaining the Trust’s database on complaints and monitoring and reporting on complaint trends.
• Promoting a positive image of the complaints procedure to patients/carers/ relatives and staff.
• To assist in the management of Patient Advice and Liaison Service (PALS), concerns and formal complaints and to support members of staff on the investigation of complaints, providing guidance as required.
• To draft responses back to complainants and to action follow-up to formal responses to ensure statutory time limits are met.
• To cross cover for other complaint leads when required.
• To build a good working relationship with staff members within the Trust and externally and have a good sound knowledge of Trust policies.
• To resolve day-to-day problems independently of the General Manager (GM)/ Head of Nursing (HoN), as appropriate.
• Supporting, advising and training the complaints administrator(s) and officers.
• To monitor any action plans on a regular basis, and liaise with staff within the Clinical Service Line (CSL) to ensure that these are being addressed within the agreed timeframes.
• To ensure that service improvement ideas and requirements arising from complaints are disseminated and actioned.
• To co-ordinate update and input of actions identified on the risk management systems.
• To undertake any other duties relevant to the purpose of the post.
• To deputise for the Complaints Managers when required.

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 familiarise yourself with all requirements of the job.

The Job Description and Person Specification are attached to this job, please review for the full details and responsibilities.
• Act as the focal reception point for all complaints received by agreed allocated Services in line with the Trust Complaints policy.
• To lead on the investigation of complaints within the CSL, ensuring that correspondences are handled efficiently, investigations are completed appropriately and within a strict timeframe. Populate and distribute complaints investigation templates as needed.
• Contact complainants by telephone to discuss correspondence and agree actions for resolution where appropriate.
• Work with relevant services to resolve issues for patients where prompt action may negate the need for a full complaints response.
• To work flexibly with all services when managing complaints on the direction of the Complaints Manager.

This advert closes on Friday 23 Feb 2024

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Job tags

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Salary