About this role
Job summary
An exciting opportunity has arisen to join United Lincolnshire NHS Trust Complaints & PALS Team as a Clinical Complaints Lead.
The team work closely with patients and their families to support resolution for complaints raised, and investigate formal complaints in line with NHS complaints standards.
We are looking for someone with significant experience in Customer Relations (or equivalent role) who has a thorough understanding of the NHS Complaints regulations and national guidelines.
The Team receive a high volume of contact from a variety of stakeholders including service users, senior managers within the organisation, advocacy providers and governing bodies such as the CQC. For this reason we are looking for someone who has excellent communication and interpersonal skills; and an outstanding use of grammar and English language. Due to the nature of the contact we receive the successful candidate must be also be able to work well under pressure, and remain calm and compassionate no matter what the situation.
Main duties of the job
The successful candidate will handle and manage complaints directly, via all communication channels providing timely, sensitive, and accurate responses that address the issues raised, maintaining a high degree of professionalism and confidentiality throughout the complaint process.
The successful candidate will engage across the Trust with the Care Group teams to empower the early resolution of patient concerns helping to embed learning and drive improvement.
This role is diverse, stimulating, and offers a unique opportunity to learn in depth about the variety of services provided by the Trust. We are looking for an experienced and enthusiastic member of staff who is eager to improve the service we provide whilst upholding our Trust values.
About us
Lincoln is a thriving university city and with the opening of the medical school, the Trust provides all major specialties and a 24-hour major accident and emergency service.
The Trust has been granted teaching hospital status, after demonstrating evidence to significant teaching commitment. From now on it will be known as United Lincolnshire Teaching Hospitals NHS Trust.
Pilgrim Hospital is situated in beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24-hour major accident and emergency service.
Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services.
Lincolnshire Community Health Services NHS Trust (LCHS) and United Lincolnshire Hospitals NHS Trust (ULHT) have come together in a Group arrangement, with the goal of improving the care provided to patients across the county.
This will not constitute a formal merger of the two organisations, but will bring the Trusts together under a single Board and Executive Leadership Team, with the goal of improving the care that is provided to patients both in the community and in hospitals across Lincolnshire. Both Trusts will retain their separate statutory names and legal obligations.
The Group will be known as Lincolnshire Community and Hospitals NHS Group (LCHG).
Job description Job responsibilities
For further information about the main responsibilities please view the attached job description and person specification.
Communicate highly complex/ highly sensitive and highly contentious information to a diverse group of individuals where there may be significant barriers, which requires comprehensive negotiating, persuasion and listening skills
Challenge staff regarding the findings of a complaint investigation, using influence, tact and diplomacy to achieve the required outcome
Be able to recognise service failures or shortfalls and ensure that learning has been identified by the directorate(s) wherever possible
Independently manage a large caseload of highly complex complaints
Meet with complainants / speak with complainants to help resolve their complaints.
Liaise with senior Trust staff (including Consultant medical staff, heads of department and Senior Clinical Nurses), in order to obtain appropriate and comprehensive responses in a timely manner
Person Specification
Qualifications Essential
Clinical professional qualification in relevant health care related subject. Masters or equivalent experience Evidence of continued professional development.
Desirable
Customer care /communication skills Qualification/Training
Previous Experience Essential
Extensive management experience gained within a large organisation. Significant NHS experience in a senior role. Strong administrative and organisational skills including accurate records management. Experience of investigating and supporting investigations within a healthcare setting. Excellent verbal and written communication skills. The ability to extract and analyse complex data from business management IT systems and databases. Skilled in the use of Microsoft Windows based applications including Word, Excel and Powerpoint.
Knowledge - Skills - Aptitudes Essential
Knowledge of complaints regulations Knowledge of Patient Safety Incident Response Framework, complaints and claims management information requirements. Demonstrable ability to negotiate and influence at a senior level. Awareness of NHS / public sector governance and regulatory frameworks
Desirable
Extensive knowledge of NHS governance and regulatory requirements. Knowledge of information governance regulations and requirements as they relate to healthcare service providers.
Specific Requirements Essential
Self-motivated and committed to improving the quality and safety of healthcare services within the Trust. Understanding of and commitment to the Group's values
Desirable
An understanding of the regulatory framework applicable to the delivery of healthcare services in an acute hospital Trust.
Skills/Competencies Essential
Demonstrable ability to negotiate and influence at a senior level.
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.
Employer details Employer name United Lincolnshire Hospitals NHS Trust
Address United Lincolnshire NHS Trust
Greetwell Road
Lincoln
LN2 5QY
United Kingdom
Employer's website https://www.ulh.nhs.uk/ (Opens in a new tab)