Main area: Patient Advice and Liaison Service (PALS)
Grade: Band 5
Contract: Fixed term: 12 months (Secondment would be considered)
Hours: 20 hours per week (Fixed Term)
* Part time
* Job share
* Flexible working
* Compressed hours
Job ref: 269-SFT8469
Employer: Salisbury NHS Foundation Trust
Employer type: NHS
Site: Salisbury District Hospital
Town: Salisbury
Salary: £29,970 - £36,483 per annum pro rata
Salary period: Yearly
Closing: 29/10/2024 23:59
Complaints & Feedback Coordinator - Women & Newborn Division
Job overview
This role will support the Women & Newborn Divisional Senior Leadership Team in the planning, management and co-ordination of the complex complaints process, with other professionals and agencies, including the Parliamentary Health Service Ombudsman.
Main duties of the job
The post holder will act as a point of contact for the Division, regularly liaising between the Divisional and PALS team. Working with Directorate Management Teams and wider leadership team, to ensure that there are robust administrative processes in place so all complaints are responded to in a timely manner as per the trust’s complaints policy. They will also contribute to the reporting and analysis of complaints to support delivery of Board and national reports.
A key part of this role will be receiving and managing action plans relating to complaints, to draw themes from these across Friends and Family feedback, Real Time Feedback and National Patient Surveys.
Working for our organisation
Salisbury NHS Foundation Trust (SFT) is an innovative hospital with a proud heritage and over 250 years of experience behind us. Here we’re driven to deliver an outstanding experience for everyone and have been well regarded for the quality of care and treatment we continue to provide for our patients and also our staff.
We are an acute Trust, rated “Good” by the CQC, with a track record of high performance providing regional and super regional specialist services such as: Burns, Plastics & Reconstructive Surgery, Wessex Regional Genetics Laboratory, Wessex Rehabilitation, Spires Cleft Centre and the Duke of Cornwall Spinal Treatment Centre. We have about 470 beds and employ over 4000 staff.
We support flexible working and will consider requests taking into account the needs of the service. We think working here is pretty rewarding. You can access a range of NHS discounts, receive a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme.
Detailed job description and main responsibilities
Please see attached Job description and person specification for full details of roles and responsibilities.
Person specification
Education & Training
* Educated to degree level or significant NHS complaints/customer care experience
* Experience of database systems (Datix, Datix Web preferred)
Experience
* Experience of working in complaints or customer care
* Analysing data or information and using this to influence practice
* Experience of working within a healthcare setting within multi-professional teams for at least 3 years
* Use of standard office software
* Excellent interpersonal and communication skills
* Experience in minute taking and administration of meetings
* Ability to work in a team and autonomously
* Knowledge of NHS complaints regulations
* Understanding of the CQC & NHSLA
* Knowledge of consent, FOI, Data protection, safeguarding & duty of candor
We offer excellent benefits that help make SDH a great place to work.
* Holiday starting at 27 days plus Bank Holidays rising to 29 days after 5 years and 33 days after 10 years for Agenda for Change staff
* Holiday entitlement for Medical and Dental staff starts at 27 days for Junior/Senior Clinical Fellows, Specialty Doctors and rises to 32 days after 5 years. Consultant entitlement starts at 32 days and rises to 34 days after 7 years
* An additional day's leave to celebrate your birthday (after 12 months)
* Access to a career average revalued earnings pension scheme
* Life assurance if a member of the pension scheme
* An extensive Health and Wellbeing offer to help you deal with life's challenges
* Exclusive deals and discounts websites saving you money on everyday purchases, treats for the family, eating out and utility bills for home
* Cycle to work scheme
* Uniform provided (where required)
* On site Day Nursery and Holiday Play scheme
* On site health and fitness club
* Opportunities to get on - take advantage of our ongoing learning opportunities and training, to help you achieve the job and career you want.
Please be advised that this vacancy may close earlier than stated if we receive a large number of applications. We will not accept any applications or queries via agencies, under any circumstances.
We continue to encourage and support our staff to participate in the seasonal respiratory vaccination programme in order to protect themselves, colleagues and their patients.
Employer certification / accreditation badges
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
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