About this role
Job summary To provide efficient administrative support to the Trust's complaints service by receiving, recording, monitoring and coordinating complaints, ensuring accurate records, timely communication, compliance with NHS complaints standards and appropriate escalation of risks and delays
Main duties of the job
The Complaints Administrator provides administrative support to the Trust's complaints service, ensuring complaints and concerns are managed efficiently, accurately and within agreed timescales.
Key duties include:
Receiving, logging and tracking complaints, concerns and enquiries on the Trust's complaints management system. Acting as a first point of contact for complainants, patients, relatives and staff, handling enquiries professionally and sensitively Preparing and issuing routine correspondence, acknowledgements and requests for information. Monitoring complaint deadlines and ensuring complainants are kept informed of progress where investigations are delayed. Liaising with clinical and non-clinical teams to obtain information required to support complaint investigations Ensuring appropriate consent is obtained and recorded before confidential information is shared. Maintaining accurate records, databases and electronic filing systems to support governance and reporting requirements. Supporting responses to requests from external organisations, including the Parliamentary and Health Service Ombudsman. Assisting with complaints reporting, feedback surveys, data analysis and identification of themes and trends. Providing general administrative support to the Complaints Team, including maintaining departmental resources and supporting service improvements.
About us
Surrey and Sussex Healthcare NHS Trust is one of the region's busiest providers of healthcare. It was formed on 1 April 1998 following a merger between East Surrey Healthcare NHS and Crawley Horsham NHS Trusts. We are often referred to as 'SASH'.
We run East Surrey Hospital in Redhill, where we have more than 700 beds and provide acute and complex services. In addition, we provide a range of outpatient, diagnostic and less complex planned services at The Earlswood Centre, Caterham Dene Hospital, Crawley Hospital and Horsham Hospital.
Every year, over 120,000 people attend our Emergency Department, we deliver nearly 4,000 babies and almost half a million people have outpatient appointments with us.
We are a major local employer, with a diverse workforce of around 5,500 staff providing healthcare services to a growing population of some 744,000 people.
We are proud to be an inclusive employer, and we work hard to create an environment where everyone feels valued and supported. At our Trust, we strive to be the best place to work and receive care. We are dedicated to supporting you in your current role while helping you grow and develop your career. As part of our team, you will have access to excellent training opportunities, flexible working, dedicated support networks, and a strong emphasis on health and wellbeing to ensure a thriving and positive work environment.
Job description Job responsibilities
For further information regarding the role please read the attached job description and person specification.
Person Specification
Criteria Essential
Evidence of a good standard of written English appropriate to the role A complete and accurate application Suitability for role evidenced in supporting statement Evidence of essential experience for role Meet the essential education/qualifications required for the role Hold the necessary mandatory professional/clinical registration Evidence of the Trust values and behaviours Evidence of any other essential criteria outlined in the person specification
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 Surrey and Sussex Healthcare NHS Trust
Address East Surrey Hospital
Canada Avenue
Redhill
RH1 5RH
United Kingdom
Employer's website https://surreyandsussex.nhs.uk/ (Opens in a new tab)