The Complaint Manager will assist the Complaints Team Lead to provide a great complainant experience; contribute to the drive for improvement in quality of complaint resolutions; reduce returning concerns; work with service/clinical leads to identify actions, learning and outcomes; meet complaint timescales and milestones; and ensure the team meets all regulations, CQC and PHSO NHS Complaint Standards.
To provide advice and guidance to Trust staff to resolve concerns and complaints, via local resolution, in the most appropriate and reasonable way. Encourage a culture of openness, honesty and learning from feedback from patients and the public.
Assist with training colleagues in the wider Trust, for staff to understand their own responsibilities and the level of quality required to successfully resolve complaints.
Use skills of influence, mediation, and negotiation to prevent concerns from escalating into a formal complaint.
Responsible for ensuring the maintenance of timely and accurate records and databases, working to relevant governance and regulatory standards.
Identify and ensure trust-wide learning from when things go wrong is transferred into practice and future developments. You will support the care groups to provide quality assurance for action plans to learn from complaints and improve patient experience.
Support the Complaints Team Lead to ensure fair and even distribution of workloads.
Provide advice and support to team members and Trust staff on case management or interaction with challenging clients.
Assist with the execution of a comprehensive induction and ongoing training plans for all new and existing staff. Train and mentor staff when required.
Assist in the delivery of CPBS awareness sessions, attending team or quality meetings when required to discuss complaints and PALS, to share best practice across the Trust.
Manage your own caseload, including investigations and response writing, across a wide range of specialties. Co-ordinate responses for complaints, ensuring that each complaint is listened to, understood, properly considered, appropriately responded to, and learnt from.
Escalate complex and/or high-profile patient complaints to the Complaints Team Lead. Report any significant risks or developments concerning complaints, seeking guidance, support, or further action.
Ensure familiarity with the complaint database, being able to run reports when required.
Understand NHS complaints regulations, policy, and processes, and other relevant guidelines to ensure compliance.
Attend/chair local resolutions meetings with clients and other Trust staff.
Liaise with care groups to ensure achieved desired outcomes from PALS and complaints, in sometimes difficult situations, using influencing and persuading skills.
We are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 800,000 people. Our vision is 'great healthcare from great people'. Everything we do is guided by our values: 'People feel cared for, safe, respected, and confident that we are making a difference’. We have a new way of working at East Kent Hospitals, called 'We care'. It's about empowering frontline staff to lead improvements day-to-day. We're looking for compassionate people to be part of our improvement journey for the patients, families, and carers we care for every day.
Please note that if you require a Certificate of Sponsorship to work in the UK you must declare this on your application form, even if you currently have a certificate of sponsorship or a work permit for another role and are already working in the country. Please note we are only able to sponsor candidates on a Skilled Worker Visa applying for roles Band 5 and above.
For further details / informal visits contact: Name: Emma Hill Job title: Complaints Team Lead Email address: emmahill4@nhs.net Telephone number: 07974 591532
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