Job summary
The post will receive and log all complaints into the Trust and forward them for resolution by the relevant Divisions. The focus of the post will be on the facilitation of effective, efficient and confidential handling of complaints across the Trust using discretion, initiative, tact and diplomacy. The post involves direct contact with members of the public, supporting them with the Trust's complaints process and getting updates from the divisions. The role also includes development and maintenance of appropriate administrative systems, checking of responses to complaints and assisting in the collation of reports.
Main duties of the job
For further information, please see the attached trust job description and person specification for a full list of duties and responsibilities.
About us
We provide emergency and non-emergency services to the residents of East Surrey, North-East West Sussex, and South Croydon, including the major towns of Crawley, Horsham, Reigate and Redhill; a community of over 535,000 people. We provide acute and complex services and a range of outpatient, diagnostic services whilst Crawley Hospital and Horsham in West Sussex and Caterham Dene Hospital and Oxted Health Centre in Surrey provide less complex planned services. In 2019 the Care Quality Commission (CQC) rated our services as 'Outstanding' and we are one of the best performing Trusts in England: Winners of Health Service Journal Acute Trust of the year award 2021. National Patient Safety Awards winner and strive to be a beacon for safety in all that we do. We are rated the sixth highest trust in the South East and in the top 25% nationally for staff recommending the Trust as a place to work or receive treatment.
Job responsibilities
Once you understand the requirements outlined in the advert, please ensure your application clearly reflects where you match them including any examples you would like to highlight.
Person Specification
Criteria
Essential
1. Evidence of a good standard of written English appropriate to the role
2. A complete and accurate application
3. Suitability for role evidenced in supporting statement
4. Meet the essential education/qualifications required for the role
5. Evidence of the Trust values and behaviours
6. Evidence of essential criteria outlined in the person specification
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Surrey and Sussex Healthcare NHS Trust
Address
East Surrey Hospital
Canada Avenue
Redhill
RH1 5RH
Employer's website
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