The postholder is responsible for the effective day to day management of the ICB Patient Services function to include complaints, general patient enquiries, coordination of responses to MP letters, 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 deal with issues of complexity, confidentiality and sometimes of a highly sensitive or political nature.
The post holder will have line management responsibility for the staff within the Patient Services Team.
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 best practice.
* 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/caregivers receive the best possible experience throughout the complaints process.
* Ensure NHS Constitution, Care Quality Commission, 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.
* Ensure complaints are dealt with informally where possible and where appropriate to do so.
* Provide expert advice on complaints handling to NHS STW staff as required.
* Ensure relevant documentation is provided to investigating officers to enable complaints to be investigated within agreed timescales.
* Ensure all complaints are acknowledged and responded to professionally and in line with ICB policy.
* Ensure Ulysses database is maintained to a high degree of accuracy and completeness for each complaint.
* Establish and maintain effective communications and positive working relationships with relevant external agencies including the Parliamentary Health Service Ombudsman, local service user and advocacy services, Healthwatch and other complaints functions within the local Integrated Care System.
* Manage sensitive, emotionally charged and complex complaints appropriately.
* 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.
* Collate annual and submit Department of Health returns as required i.e., KO41A / K041B.
* Contribute to the aggregate learning process for colleagues in Quality and Transformation Directorates by identifying themes and trends to ensure learning from complaints.
* Work on own initiative and act as a specialist for the management of complaints across NHS 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, highlighting any implementation issues to the Corporate Affairs Manager.
* Meet with complainants and take minutes of the meeting, where appropriate.
* Obtain an independent expert opinion i.e., clinician or independent arbitration or reconciliation services, where appropriate.
* Act as the Liaison Officer when a complaint has been referred to the Ombudsman for investigation.
* 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)
* Provide an accessible and flexible service, which may at times be face to face to service users 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.
* Promote the NHS STW Patient Services Team to develop the service profile.
* Work with appropriate colleagues to develop improved written information for patients, 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.
* To take a lead in the coordination of training and development activity across the team.
* To fully manage the recruitment and selection of the Patient Services Team.
* 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.
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