About this role
Job summary
The post holder is accountable to the Associate Director of Quality and Governance but report to the Concerns and Complaints Manager.
The post holder will respond to compliments, concerns and complaints relating to services offered by Lewisham and Greenwich NHS Trust. The post holder will ensure that the most complex/high profile complaint case are managed in a sensitive and timely manner through close working with clinical and non-clinical staff across the Trust. This will include complaints that have exceeded initial timescales
Main duties of the job
The post holder will ensure statutory and organisational requirements are met, that complaints are investigated thoroughly and impartiality and that all complainants receive a full, high quality and timely response in accordance with the Department of Health's key principles of complaints handling.
Listening Responding Improving
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development Widening access (anchor institution) and employability Improving the experience of staff with disability Improving the EDI literacy and confidence of trust staff through training and development Making equalities mainstream
Job description Job responsibilities
Complaints provide a vital insight about peoples experiences and how these services can be improved. Complainants must be informed of service improvements that have been made a result of their complaint and the Trust must learn from its complaints.
The post holder will also provide day to day advice, expertise and guidance for the concerns and complaints teams acting as a point of contact for the team to deal workflow issues. The post holder will escalate issues or concerns to the Concerns and Complaints Manager.
Key Result Areas & Performance:
Take on a caseload of complaints including complex complaints and complaints that have exceeded the initially prescribed time in which the Trust expected to have resolved them.
Work as part of the central complaints team, alongside specific clinical groups, and in liaison with complainants, advocates and staff at all levels within the Trust.
Provide expert advice and guidance on regulation and casework issues to the concerns and complaints team. Co-ordinate responses to the most complex complaints received by the Trust and, in doing so, ensuring that each complaint is listened to, understood, properly considered, appropriately responded to and learnt from.
Draft complaint response letters for the most complex complaints for signature by the Chief Executive.
Support the teams' reporting work by regularly auditing the use of the Ulysses complaints module.
Analyse complaints received, identifying trends, themes and opportunities for improving the quality of the Trusts service and experiences of service users.
Escalate complex and/or high-profile patient complaints and, where necessary, liaise directly with service providers and clinical staff on behalf of patients.
Contribute to complaints reports/KPI dashboards.
Provide advice, support and guidance to divisions on resolving concerns and complaints via local resolution.
Chair local resolution meetings between complainants and divisional staff.
Train complaints staff and participate in training other staff groups across the Trust on how to successfully deal with complaints.
Organise the rota to ensure the service is covered during leave or absence of complaints officers.
Deputise in the absence of the Concerns & Complaints Manager
Person Specification
Qualifications Essential
Post graduate or equivalent experience within a similar role Significant expert knowledge of complaint process and current legislation. GCSE (or equivalent) at grade C or above in English Evidence of continuing professional development.
Desirable
A-level English European Computer Driving License (ECDL) or equivalent
Experience Essential
Experience of working within the NHS Experience of writing and communicating to patients or the public Experience of handling distressing situations Experience of delivering presentations Experience of working with all levels of staff Significant demonstrable experience of working in a Complaints role
Knowledge and Skills Essential
Excellent English written and verbal skills Excellent Liaison, negotiation skills Ability to analyse complex problems and identify solutions, undertaking trend & thematic analysis as required Experience of using Microsoft Word, PowerPoint and Excel Excellent presentation skills In-depth knowledge of the NHS complaints procedure
Personal Qualities Essential
Excellent inter-personal skills Ability to deal with angry or distressed people Ability to stay calm in difficult situations Excellent organisational skills Ability to prioritise Ability to work autonomously and in a team Attention to detail Ability to think on your feet Tact and diplomacy
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 Lewisham and Greenwich NHS Trust
Address Queen Elizabeth Hospital
Stadium Road
Woolwich
SE18 4QH
United Kingdom
Employer's website https://www.lewishamandgreenwich.nhs.uk/ (Opens in a new tab)