An exciting opportunity has arisen within the Advice and Complaints Service for an Advice and Complaints Investigator at South Tyneside and Sunderland NHS Foundation Trust.
If you have a passion for delivering a high-quality service and improving quality and safety in NHS then we are keen to hear from you.
We are looking for a forward-thinking individual educated to degree level or have the equivalent experience at Band 5 or above and have a working knowledge of the complaints process within the NHS. Knowledge and skills in complaint investigation and resolution are essential.
Main duties of the job
You will be required to lead the investigation into challenging and complex complaints, working with a wide range of clinical and admin staff producing high-quality responses. You will be expected to work autonomously on occasion, to tight deadlines in line with Trust policy.
This is a challenging but rewarding post therefore the post holder will have excellent communication, organisational and report writing skills along with the ability to elicit information quickly and succinctly from staff who are often busy working clinically. Possessing the ability to transform this into an appropriate response are essential. Being able to question and challenge, to ensure all information is obtained as needed to provide an appropriate response that meets the needs of the patient and the Trust.
Most importantly you will ensure that each complainant is listened to, understood, appropriately responded to and learnt from.
Hours of work: Monday to Friday 08.30-5pm
The successful candidate will predominately be based at Sunderland Royal Hospital but there will be a requirement to work at South Tyneside District Hospital.
About us
One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award-winning teams. We have a passion for research, innovation, and tackling inequalities. We are committed to respect, fairness, and civility and promote a compassionate, caring and positive culture / working environment.
We welcome all applications irrespective of peoples race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under-represented groups. Looking after our workforce's health and wellbeing is a priority for STSFT. We also provide access to high-quality education, training, career progression, and support. Flexible working is supported via the Trust's Flexible Working Policy.
The Trust employs around 8,300 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area, in some cases to a population as great as 860,000. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support and access to a Childcare Co-ordinator to help staff with childcare arrangements.
Job description
Job responsibilities
* To work as an Advice and Complaints Investigating Officer within the Advice and Complaints Service (ACS)
* To bring about the efficient and effective resolution of complaints
* Ensure statutory and organisational requirements are met
* Ensure complaints are investigated and that all complaints receive a full, high-quality and timely response that delivers the best outcome for the complainant and for the clinical or corporate service involved
Person Specification
Qualifications
Essential
* Degree level education or equivalent experience
Skills and Knowledge
Essential
* Demonstrable IT skills to use existing Trust systems
* Ability to lead and motivate others
* Strong problem-solving and analytical skills
* An effective communicator
* Able to work collaboratively within own and multidisciplinary health care teams
* To be confident in the communication of decision-making to other health professionals
* Can work autonomously
* The ability to demonstrate leadership skills
* Ability to present information to multi-professional groups
* The ability to work flexibly to meet the needs of the service
Experience
Essential
* Experience of complaints investigation and report writing
* Knowledge of the process for investigation complaints processes within the NHS
* Organising and prioritising own workload
* Positive outlook, demonstrating care and compassion
* Comfortable to challenge and be challenged
* Flexibility with time to fit in with clinicians
* Experience of using Datix system
Physical skills
Essential
* Ability to sit at workstations as necessary to perform the post
Employer details
Employer name
South Tyneside and Sunderland NHS Foundation Trust
Address
Sunderland Royal Hospital
Kayll Road
Sunderland
SR4 7TP
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