This post is only open for applications for individuals employed within the Hampshire and Isle of Wight NHS Care System
Are you a good letter writer? Are able to communicate clearly and effectively in writing? Do you have attention to detail? If the answer is "Yes" to all of the above, an exciting opportunity has arisen within the Complaints Team and we are seeking an enthusiastic and self-motivated Complaints Case Handler.
The post holder is not required to investigate complaints but is required to analyse the information received in investigation reports from divisional teams which will be used to formulate and write high quality, detailed letters of response. There will be a focus on ensuring that the Trust’s written responses to complaints are of a high quality ensuring that we are learning lessons and delivering quality improvements. You must demonstrate sensitivity and compassion and possess excellent communication and interpersonal skills as you will also be required to be the first point of contact on receipt of complaints.
The post holder will be a key member of the Complaints Team and will be required to link with the Clinical Divisions (Acute and Ambulance) to enable you to produce high quality response letters for the Chief Executive using the information provided.
Main duties of the job
The post holder will be a key member of the Complaints Team with a focus on ensuring that the Trust’s response to complaints is of high quality and ensures that we are learning lessons and delivering quality improvements from this valuable form of feedback.
The post holder will be required to link with the Clinical Divisions to ensure that complaints are robustly investigated.
The post holder will ensure that all information relating to complaint handling is uploaded to the Datix system to enable transparency in complaints handling, and support the provision of data to regulators as required.
Candidates will be required to undertake a short table-top exercise designed to review the ability of the candidate to formulate a high quality letter.
Detailed job description and main responsibilities
The post holder will:
1. Analyse the issues raised to inform the complaint investigation
2. Liaise with staff and complainants
3. Analyse information received in investigation reports
4. Formulate high quality detailed letters that reflect investigation reports obtained and which can be sent to the complainant and other relevant bodies under cover of a letter from Chief Executive
5. Risk rate and categorise the issues raised to inform the data analysis and reporting process
Person specification
Qualifications and Experience
* Educated to degree level or equivalent qualification in a relevant health or social care subject.
* Experience of Health Service or related environment
* Experience of complaints handling, including writing responses to complaints
* Knowledge/experience of undertaking quality improvement activity
* Knowledge of the Local Authority, Social Services and NHS Complaints Regulations 2009
* Up to date knowledge & understanding of key agencies e.g. Parliamentary & Health Service Ombudsman, etc. Caldicott, Freedom of Information, Data Protection
* Computer Literacy in Microsoft, Excel and DATIX
* Experience of working with Patient administration systems i.e. PAS/RAD/TPATH
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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