As a Complaints Officer, the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints and concerns.
The post holder is a key member of the team whose overarching goal is to enable, promote, and support the effective use of data, information, knowledge, and technology to improve, inform, and support a portfolio of projects, services, and initiatives.
Main duties of the job
A Complaints Officer will manage a caseload of complaints and concerns from the point of receipt to resolution. This will include but is not limited to:
1. Liaising with the complainant and offering them a discussion on the handling of their complaint.
2. Being the named contact for the complainant throughout the complaints process - keeping them updated proactively.
3. Managing the complexity of issues across consent, safeguarding, and patient safety arising in complaints - escalating to the Complaints Manager and/or wider team as and when required.
4. Ensuring all complaints and concerns within their own caseload are accurately and contemporaneously documented on CRM including any activity pertaining to the complaint or concern (emails, calls, documents, etc).
5. Preparing appropriate and well-written responses for sign off.
6. Being able to constantly re-prioritise in the face of fluctuating volumes of work and being resilient in difficult and/or sensitive situations involving conflict, bereavement, and challenge.
7. The post holder may be required to attend face-to-face meetings on and off-site with patients, complainants, and providers in order to facilitate local resolution. This could be at any stage of the process.
About us
NHS Frimley Integrated Care Board was formed on 1 July 2022 under the Health and Care Act 2022, replacing NHS Frimley Clinical Commissioning Group.
The ICB is the new statutory NHS organisation responsible for planning and delivering health and care services. It will work collaboratively with partner organisations including the voluntary, community, and social enterprise sector, people and communities across the Frimley Health and Care Integrated Care System (ICS).
We value and promote diversity and are committed to equality of opportunity for all. We believe that the best employers are those that reflect the communities they serve. We want to increase the diversity of our NHS leadership and particularly encourage applications from women, people from Black, Asian, and Minority Ethnic communities, LGBT communities, younger candidates, and from people with lived experience of disability, who we know are all under-represented in these important roles.
We are committed to delivering a trustworthy, flexible, and responsible staff culture.
Benefits include:
* Agile Working; currently 1 day a fortnight office-based.
Supportive team, flexible working arrangements, and access to NHS leadership development and training opportunities.
Job responsibilities
The post holder will be required to maintain constructive relationships with a broad range of stakeholders.
1. Liaising with the provider(s) and securing their full and detailed investigation/response in a timeframe in keeping with the South East Complaints hub key performance indicators.
2. Ensuring that the response from the provider(s) addresses all of the issues raised in the complaint and is presented in a format suitable to share with the complainant.
3. Working with colleagues in contracting and clinical advice in order to ensure the Complaints Hub adds value to the complaints it manages.
4. Negotiate with all parties to ensure that the lead on multi-agency complaints is proportional and appropriate, ensuring the Complaints Hub meets its duty to co-operate (and at times, lead) with the investigation of multi-agency complaints.
5. Work with members of the team to develop and implement project data collection systems that will provide accurate and timely data.
6. Communicate information and issues, including briefings and reports.
Person Specification
Knowledge, Training and Experience
* GCSE (or equivalent) Maths and English grade C or above.
* Educated to Degree level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
* Experience of managing complaints in a healthcare environment. Familiarity with the NHS complaints regulations.
* Knowledge of administrative procedures, project management, or information analysis.
* Advanced keyboard skills, use of a range of software.
* Being resilient in managing highly emotive situations with both staff and complainants on a regular basis.
* Basic knowledge of project principles.
* Previously worked in a similar position within the public sector.
Communication Skills
* Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/written communication skills.
Values and Behaviours
* Commitment to and focused on quality, promotes high standards in all they do.
* Able to make a connection between their work and the benefit to patients and the public.
* Values diversity and difference, operates with integrity and openness. Consistently thinks about how their work can help and support clinicians and frontline staff deliver better outcomes for patients.
* Works well with others, is positive and helpful, listens, involves, respects, and learns from the contribution of others.
* Consistently looks to improve what they do, looks for successful tried and tested ways of working, and also seeks out innovation.
* Actively develops themselves and supports others to do the same.
Skills
* Excellent time management skills with the ability to re-prioritise.
* Ability to pull together comprehensive draft reports, data, and letters. Negotiating, networking, and persuasive skills.
* Skills for manipulating information.
Autonomy
* Ability to work without supervision.
* Able to work on own initiative, organising and prioritising own and others' workloads to changing and often tight deadlines.
Equality and Diversity
* Understanding of and commitment to equality of opportunity and good working relationships.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Head of Complaints South East Complaints Hub
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