The Role
You will support the Patient Affairs and Complaints Lead in management and co-ordination of processes, performing a key role in encouraging feedback to improve patient care. Ensuring staff and organisational adherence with NHS Lanarkshire Complaints Policy and with the Complaints Handling Procedure (CHP) through:
• Acting as a point of contact for complainants, clinicians, managers and others, offering expert knowledge and guidance on the complaints procedure and policy.
• Training organisational staff on complaints procedure and organisational requirements of complaint handling.
You will coordinate NHS Lanarkshire complaints responses, up to Scottish Public Services Ombudsman (SPSO) level. Investigate and triage complaints including assessing information to determine an appropriate and proportional response.
Using complaints data to identify and report on themes to facilitate organisational learning and including flagging potential risk or performance issues. A requirement of providing regular reports to Governance committees and Management teams on NHS Lanarkshire performance against Scottish Government performance indicators, are part of the role.
NHS Lanarkshire
Have you always wanted to work with NHS Lanarkshire? Then this might be the opportunity for you to join Team Lanarkshire!
Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services.
We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.
What we'll need you to bring
1. Educated to degree level alongside relevant specialist knowledge acquired through experience e.g. Relevant experience within an NHS setting or equivalent experience within a customer care/complaint handling environment
2. Experience of working in and with multidisciplinary teams
3. Good working knowledge of the national Complaints Handling Procedure
4. Good knowledge of medical terminology
5. Good working knowledge of policies including: Freedom of Information Act, Data Protection Act, Duty of Candour Act, Patient Confidentiality, Patient Consent, Access to Records and Advocacy Services
6. Knowledge of the principles of the quality strategy and national quality agenda
7. Understanding of the function of the professions within the multi-disciplinary team
8. Excellent interpersonal skills and an all-round professional attitude with proven ability to communicate effectively with patients, relatives, the public and all levels of staff
9. Excellent written and verbal communication skills; able to express views convincingly and coherently both verbally and in writing
10. Letter writing & report writing skills
11. Tact, diplomacy, confidentiality and the ability to act upon complex sensitive information
12. Facilitation, influencing and negotiating skills
13. Empathy and compassionate approach to staff and members of the public
14. Ability to manage difficult situations including de-escalation / conflict management skills
15. High level of I.T. skills and a highly competent user of all Microsoft Office applications e.g. Word, PowerPoint, Excel, Access, Internet Explorer and Outlook
16. Experience of maintaining databases
Please note for all vacancies where a driving licence is required this must be a full UK/EU/EEA licence.
It would be great if you
17. Car driver with a full, valid UK/EU/EEA licence
Contract type
Permanent
Full time
37 hours
Location and Working Pattern
This role will be based in Patient Affairs Complaints Department within University Hospital Hairmyres .
The working pattern for this role is Monday - Friday, 9am -5pm
Whilst this advertisement may be for a specific post(s) in a particular location, applicants who are shortlisted for interview may be considered for similar vacancies in alternative locations.
Looking to find out more?
If you’re looking to find out more, then we would love to hear from you!
Why NHS Lanarkshire?
Join us and you will discover a supportive environment where you will have the chance to add to your skills and further your career.
Some of NHS Lanarkshire’s benefits include:
18. A minimum of 27 days annual leave increasing with length of service
19. A minimum of 8 days of public holidays
20. Membership of NHS Pension Scheme, with life insurance benefits (for more information on the NHS Pension Scheme visit the )
21. Paid sick leave increasing with length of service
22. Occupational health services
23. Employee counselling services
24. Work-life Balance policies and procedures
NHS Lanarkshire have a range of support services on topics that can impact both on your working and personal life including occupational health, spiritual care and independent counselling. This support can be accessed using the links on this page.
Further Information
For more information on the role, please refer to the Job Description. If you’re looking for more information on the recruitment process, organisation or the services we provide, please refer to our information pack, or our .