The Role
Role
You will support the Patient Affairs and Complaints Lead in management and co-ordination of processes, performing a key role in encouraging feedback to improve patient care. Ensuring staff and organisational adherence with NHS Lanarkshire Complaints Policy and with the Complaints Handling Procedure (CHP) through:
* Acting as a point of contact for complainants, clinicians, managers and others, offering expert knowledge and guidance on the complaints procedure and policy.
* Training organisational staff on complaints procedure and organisational requirements of complaint handling.
You will coordinate NHS Lanarkshire complaints responses, up to Scottish Public Services Ombudsman (SPSO) level. Investigate and triage complaints including assessing information to determine an appropriate and proportional response.
Using complaints data to identify and report on themes to facilitate organisational learning and including flagging potential risk or performance issues. A requirement of providing regular reports to Governance committees and Management teams on NHS Lanarkshire performance against Scottish Government performance indicators, are part of the role.
What we'll need you to bring
* Educated to degree level alongside relevant specialist knowledge acquired through experience e.g. Relevant experience within an NHS setting or equivalent experience within a customer care/complaint handling environment.
* Experience of working in and with multidisciplinary teams.
* Good working knowledge of the national Complaints Handling Procedure.
* Good knowledge of medical terminology.
* Good working knowledge of policies including: Freedom of Information Act, Data Protection Act, Duty of Candour Act, Patient Confidentiality, Patient Consent, Access to Records and Advocacy Services.
* Knowledge of the principles of the quality strategy and national quality agenda.
* Understanding of the function of the professions within the multi-disciplinary team.
* Excellent interpersonal skills and an all-round professional attitude with proven ability to communicate effectively with patients, relatives, the public and all levels of staff.
* Excellent written and verbal communication skills; able to express views convincingly and coherently both verbally and in writing.
* Letter writing & report writing skills.
* Tact, diplomacy, confidentiality and the ability to act upon complex sensitive information.
* Facilitation, influencing and negotiating skills.
* Empathy and compassionate approach to staff and members of the public.
* Ability to manage difficult situations including de-escalation / conflict management skills.
* High level of I.T. skills and a highly competent user of all Microsoft Office applications e.g. Word, PowerPoint, Excel, Access, Internet Explorer and Outlook.
* Experience of maintaining databases.
Contract type
Permanent
Full time
37 hours
Location and Working Pattern
This role will be based in Patient Affairs Complaints Department within University Hospital Hairmyres.
The working pattern for this role is Monday - Friday, 9am -5pm.
Why NHS Lanarkshire?
Join us and you will discover a supportive environment where you will have the chance to add to your skills and further your career.
Some Of NHS Lanarkshire’s Benefits Include
* A minimum of 27 days annual leave increasing with length of service.
* A minimum of 8 days of public holidays.
* Membership of NHS Pension Scheme, with life insurance benefits.
* Paid sick leave increasing with length of service.
* Occupational health services.
* Employee counselling services.
* Work-life Balance policies and procedures.
Additional Information For Applicants
* Posts close at midnight on the indicated date. However, if there are a high level of interest in this position, we may close the advert once sufficient applications are received. Please complete and submit your application early.
* For help to complete an application on Jobtrain please follow this link: https://www.careers.nhs.scot/how-to-apply/application-process/
* Please check your e-mail regularly (including junk & spam folders) as well as your Jobtrain account for updates.
* Once you have submitted your application form you will be unable to make any amendments.
NHS Lanarkshire is dedicated to building a diverse workforce where everyone can thrive, develop, and succeed based on their skills, knowledge, and talent—regardless of race, disability, gender, sexual orientation, or care experience.
Right to Work within the UK
NHS Lanarkshire has a legal obligation to ensure that it does not employ any worker who has not been granted the relevant permission to work in the UK.
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