Thepostholder isresponsible for theeffectivedaytodaymanagementoftheICBPatientServices functiontoincludecomplaints,generalpatientenquiries,coordinationofresponsestoMPletters, responding to Subject Access Requests (SARs) and responding to Freedom of Information requests where it relates to the Patient Services function.
Working closely with the ICB’s Clinical Quality Lead – Patient Experience and Independent Contractors, the post holder will be expected to dealwithissuesofcomplexity,confidentiality and sometimesofahighlysensitiveorpoliticalnature.
The post holder will have line management responsibility for the staff within the Patient Services Team.
• Complaints and MP letters
• Patient Advice and Liaison Service (PALs)
• Subject Access Requests (SAR) and Freedom of Information Requests (FOI)
• Patient Services Management
• Information Governance, Data Protection and Confidentiality
About us – Shropshire, Telford & Wrekin (STW) Integrated Care Board (ICB)
Our goal as an organisation is to lead and support delivery of the four Integrated Care System (ICS) aims across STW.
• Improving outcomes in population health and care
• Tackling inequalities in outcomes, experience, and access
• Enhancing productivity and value for money
• Helping the NHS to support broader social and economic development.
All staff are required to model the values of the organisation detailed below, to support the ICB to successfully deliver these aims.
Complaints and MP letters
• Deliver a “gold standard” customer care and complaints handling service to complainants, MPs, service users and their families/carers in line with national regulations and bestpractice.
• On behalf of the Chief Executive, be responsible for ensuring all formal complaints or MP letters are acknowledged and forwarded to the appropriate stakeholders and/or NHS STW staff for investigation, ensuring that each is dealt with appropriately in accordance with ICB complaint policy.
• Ensure complainants, MPs, patients/service users, their families/cares receive the best possible experience throughout the complaints process.
• Ensure NHS Constitution, Care QualityCommission, Duty of Candour principles are applied to the complaints handling process across NHS STW.
• Ensure all complaints received, whether in writing, by email, by telephone or in person are processed in line with national guidance.
• Ensurecomplaintsaredealtwithinformallywherepossibleandwhereappropriatetodoso.
• ProvideexpertadviceoncomplaintshandlingtoNHS STWstaffasrequired.
• Ensurerelevantdocumentationisprovidedtoinvestigatingofficerstoenablecomplaintsto be investigated within agreed timescales.
• Ensureallcomplaintsareacknowledgedandrespondedtoprofessionallyandinline with ICB policy.
• EnsureUlyssesdatabaseismaintainedtoahighdegreeofaccuracyandcompleteness foreach complaint.
• Establish and maintain effective communications and positive working relationships with relevant external agencies including the Parliamentary Health Service Ombudsman, local serviceuserandadvocacyservices,Healthwatchandothercomplaintsfunctionswithin the local Integrated Care System.
• Managesensitive,emotionallychargedandcomplexcomplaintsappropriately.
• Produce reports in line with the Quality and Performance Committee cycle of business, including the production of an annual report and ad hoc reports as required.
• Collateannual and submit DepartmentofHealthreturns as requiredi.e.,KO41A / K041B.
• Contribute to the aggregate learning process for colleagues in Quality and Transformation Directoratesbyidentifyingthemesandtrendstoensurelearningfromcomplaints.
• WorkonowninitiativeandactasaspecialistforthemanagementofcomplaintsacrossNHS STW.
• Provide regular reports identifying progress of complaints to the Clinical Quality Lead – Patient Experience and Independent Contractors, the Chief Nursing Officer, and the Chief Executive.
• Have oversight of any action plan arising from complaints and monitor progress,highlightingany implementation issues to the Corporate Affairs Manager.
• Meetwithcomplainantsandtakeminutesofthemeeting,whereappropriate.
• Obtainanindependentexpertopinioni.e.,clinicianorindependentarbitrationorreconciliation services, where appropriate.
• Act as the Liaison Officer when a complaint has been referred to the Ombudsman forinvestigation.
• Liaise with respective Head of Service when cases are returned from the Ombudsman for further local resolution.
• Responsibility for the updating of NHS STW Complaint and Compliments Policy and Procedures, being aware of changes in national guidance and best practice.
Patient Advice and Liaison Service (PALs)
• Provideanaccessibleandflexibleservice,whichmayattimesbefacetofacetoserviceusers and carers.
• Lead on facilitating negotiated solutions or resolution of issues as speedily as possible, in relation to the concerns of patients, their carers and representatives.
• PromotetheNHS STWPatientServicesTeamtodeveloptheserviceprofile.
• Workwithappropriatecolleaguestodevelopimprovedwritteninformationforpatients,carers and relatives relating to patient enquiries where appropriate.
Subject Access Requests (SAR) and Freedom of Information Requests (FOI)
• Be responsible for the collation of data to respond to SAR’s and FOI’s, ensuring data is provided within the legally set timescales for responding.
Patient Services Management
• To fully manage the Patient Services Team, including developing annual work programmes, day to day supervision, appraisals, disciplinary and capability procedures etc.
• Totakealeadinthecoordinationoftraininganddevelopmentactivityacrosstheteam.
• TofullymanagetherecruitmentandselectionofthePatientServicesTeam.
• To provide guidance and training for NHS STW staff who have patient contact in relation to the Complaint and PALS function.
Information Governance, Data Protection and Confidentiality
All staff are expected to:
· ensure the confidentiality and security of all information that is dealt with in the course of performing your duties in accordance with the requirements of the Data Protection Act 1998 and adhere to the principles of Caldicott.
· be aware that NHS STW operates a “Code of Conduct for handling personal identifiable information”. They should become familiar with the “Code” and keep up to date with any changes that are made. Breaches of the guidelines in the “Code” could be regarded as gross misconduct and may result in serious disciplinary action being taken, up to and including dismissal.
· comply with and keep up to date with the requirements of legislation such as the Freedom of Information Act 2000 and Computer Misuse Act 1990.
· ensure that your staff maintain the confidentiality and security of all information that is dealt with in the course of performing their duties is in accordance with the requirements of the Data Protection Act 1998 and the principles of Caldicott; and
· ensure that your staff are aware of their obligations under legislation such as the Freedom of Information Act 2000; Computer Misuse Act 1990, and that staff are updated with any changes or additions relevant to legislation.
This advert closes on Thursday 30 Jan 2025