Complaints Officer (NHS AfC: Band 5) - Patient Experience - NELFT NHS Foundation Trust
An exciting opportunity has arisen for a Complaints Officer to work in liaison with the PALS & Complaints Manager.
The post holder will act as a point of contact for patients, service users, their families, and carers. They will assess complaints and allocate them to the appropriate service.
Responsibilities include:
* Monitoring an individual caseload to ensure timescales are met.
* Ensuring all public and patient contact is of the highest professional standard.
* Providing high-quality guidance and support to directorates on resolving complaints.
* Supporting and informing patients and service users on the Trust complaints process.
Starting with NELFT
NELFT places a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks, which will include mandatory training, systems training, and the allocation of equipment. As part of the process, new starters will have the opportunity to meet the executive team, senior managers, and attend a number of drop-in sessions focusing on engagement, health and wellbeing, and key processes. The induction will be held at our head office in Rainham, Essex.
Probationary Period
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently partway through a probationary period or currently a bank member of staff).
High Cost Area Supplement
This post also attracts payment for High Cost Area Supplement of 5% of the basic salary (with a minimum of £1,258 to a maximum of £2,122).
We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognize that taking the vaccine provides the best defense against COVID-19 for our patients, our staff, and their families.
We reserve the right to close this vacancy early should sufficient applications be received.
Key Responsibilities:
* In liaison with the PALS & Complaints Manager, ensure all complaints received, whether in writing, by email, by telephone, or in person, are processed in line with national guidance.
* Apply the local resolution approach in liaison with service leads, where appropriate.
* Ensure Being Open principles are applied in all aspects of the role.
* Approach investigating officers through an agreed process, providing relevant documentation to enable the complaint to be investigated appropriately.
* Ensure all complaints responses are dealt with professionally and in line with Trust Policy.
* Maintain the complaints database including key themes and investigation outcomes.
* Provide advice on complaints handling as required.
* Establish and maintain effective communication and positive working relationships with staff in the Trust and relevant external agencies.
* Ensure sensitive, emotionally charged, and complex situations that may arise with complainants are dealt with appropriately.
* Support the collation of informal concerns and maintain the database.
* Ensure information for Freedom of Information requests is provided within agreed timescales.
* Travel across NELFT sites as required to support services in dealing with complaints and offer drop-in sessions to Investigative Officers (IO) as required.
* Foster a strong working relationship between the locality and the Complaints Team.
* Regularly attend locality leadership team meetings to give updates on the numbers of complaints and any issues.
* Provide data for management reports within agreed timescales.
* Work on own initiative and prioritize workload to ensure deadlines are met.
* Represent the PALS & Complaints Manager at various meetings as required.
Use of AI
Applications for this role should be written by the applicant. If artificial intelligence (AI) programs are used, then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants from seeking appropriate support with applications should they need to for the purposes of any declared disability.
Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.
We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role can be discussed at the interview stage.
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