About this role
Job summary
Contract for 6 months.
The position will be offered as a secondment if coming from an NHS organisation or a fixed term contract if coming from outside the NHS.
An exciting six month fixed term opportunity has arisen for an experienced Complaints Officer to join the Patient Experience and Complaints Team at Essex Integrated Care Board (Essex ICB). You will provide specialist support in the management and resolution of patient and service user complaints, working closely with colleagues across Primary Care, Nursing and Quality to ensure concerns are handled effectively, sensitively and within required timescales.
Main duties of the job
You will be responsible for managing a varied caseload of patient and service-user complaints, ensuring concerns are acknowledged, investigated and responded to within relevant NHS policies, procedures and timescales. The role will involve coordinating investigations, gathering and reviewing information, liaising with patients, healthcare professionals and partner organisations, and supporting the identification of learning and service improvements.
You should have experience of complaints management or casework, ideally within an NHS or healthcare environment, with the ability to manage sensitive and complex information professionally and confidentially. Excellent written and verbal communication skills, strong organisational and analytical skills, attention to detail and the ability to prioritise competing demands are essential.
We are looking for an individual who is compassionate, professional, resilient and patient-focused, with the confidence to work independently and collaboratively with a range of stakeholders. Experience of NHS complaints processes, relevant policies and procedures, and knowledge of patient experience and quality improvement would be desirable.
About us
NHS Essex ICB is a statutory organisation responsible for the planning and funding of NHS services for around 1.9 million people across Essex. Our role as an ICB is to bring health and care services together, improve the health and wellbeing of our population and ensure equitable access to services and outcome for everyone. The organisations headquarters is Seax House, Chelmsford, and we operate a hybrid working model (2 office-based days) that includes working across Essex and from home. Essex ICB currently has offices in Brentwood, Harlow and Colchester, in addition to the Chelmsford HQ.
We are committed to creating an inclusive workplace that values diversity. We know that different experiences, ideas and perspectives help create a stronger and more innovative organisation that delivers better outcomes for patients. We welcome applications from all backgrounds, including people of all ages, disabilities, sex, gender identity or expression, race or ethnicity, religion or belief, sexual orientation or personal circumstances. Our policies ensure all applicants are treated fairly and consistently throughout the recruitment process, including consideration of reasonable adjustments for disabled applicants.
Please note that the organisation does not hold a sponsorship licence.
Job description Job responsibilities
ROLE PURPOSE / SUMMARY
The Essex Integrated Care Board (ICB) is a new organisation formed through the consolidation of three ICB areas in response to the NHSs ambition to deliver a more streamlined, strategic and cost-effective model of health commissioning. The ICB will oversee the commissioning of care for the approximately 2 million people who live in Essex. Operating within a reduced running cost envelope and aligned to the new requirements of ICBs in England, the ICB will focus on improving population health outcomes, health equity and smarter resource allocation.
The Complaints Officer role is in place to support the Complaints Clinical Officer and the ICB to deliver a safe and effective complaints process as per the NHS Complaints Standards 2022. The role will act as an administrator and facilitator for complaints handling, as well as operating an integrated system that handles all aspects of patient experience, including compliments, concerns, comments and complaints about the services commissioned by the ICB, escalating issues early for speedy resolution.
The Complaints Officer is expected to effectively communicate with a broad range of stakeholders, patients, carers and relatives, ensuring that all contacts are received and responded to in a professional, courteous and timely manner, and in accordance with regulations and ICB operating procedures.
The Complaints Officer will work with Call EEAST and members of the ICB and wider system partners to ensure that complaints and concerns are resolved in line with national regulations.
As the ICB transitions to become a leaner, more focused strategic commissioning organisation the post holder will be expected to support the Complaints and Patient Experience Manager in delivering on the three fundamental shifts set out in the NHS 10-year plan:
From Treatment to Prevention: Embedding preventative, personalised and population based approaches to commissioning.From Hospital to Community: Championing care model redesign that supports community and neighbourhood health.From Analogue to Digital: Enabling clinically driven transformation through digital innovation, data analytics and evidence based improvement.
KEY DUTIES AND RESPONSIBILITIES
To deliver on the job description set out above, the job holder will be expected to deliver on the requirements set out below:
Policy and service development
Support implementation of policy and / or service developments related to complaints management.Support team to ensure compliance with relevant ICB policiesCompletes surveys or evaluations to support policy implementation
Strategy and analysis
Understanding of complex data relating to complaints managementHelps present insights and reports, drawing on complex data, that can be used to inform decision making and deliveryUse of data and insight to contribute to reporting, including performance management, financial and quality reporting against agreed contractual or project deliverables
Planning and organisation
Support development and delivery of project plans relating to complaints management, helping develop effective arrangements to support governance, risk management, escalations and reportingSupport coordination of meetings and events to support delivery of project plansCapturing effective minutes, actions and decisions from meetings and eventsManage competing priorities, prioritizing own resources to effectively deliver agreed tasks or projectsEnsure accurate reporting and records management
Communications and Partnerships
Work collaboratively, modelling inclusive, respectful and compassionate behavioursSupports development of high quality written and verbal briefingsBuild strong, trust-based relationships across the ICB as neededSupports effective engagement with patients and the public as requiredWork effectively in multi-disciplinary teams to help deliver agreed projects / manage directorateEffective management of complex, sensitive and challenging information
Financial and resource management
Supports delivery of budget for complaints management, including effective reporting as requiredSupports procurement of relevant services
Team management and capability building
Supports wider understanding of projects across the ICB and systemAble to influence in order to deliver effectively through othersSupport the effective transition of relevant functions to new portfolios within or beyond the ICB to support the new NHS operating model, in line with the requirements of the Model ICB BlueprintWork collaboratively with system partners to facilitate transitional arrangementsMaintain a focus on quality, safety and affordability during transitionSupporting effective Information Asset Management for the team
Other
Use initiative and work independently as needed to deliver on requirements of the rolePrimarily desk-based work that requires use of visual display units, focused concentration and frequent participation in on-line or in person meetingsAble to use software required to develop report, including ability to deliver high quality documents through Microsoft suite (word, power point, excel) and a comprehensive understanding of the Datix CloudIQ complaints management module
Flexibility and evolving responsibilities
As the ICB continues to evolve, portfolios may be subject to change to reflect the needs of the organization, the health and care system and national policy direction. This may include adjustments to areas of responsibility or realignment of reporting structures.
KEY RELATIONSHIPS
The post holder will need to build constructive relationships with partners from across the health and care system. Key relationships will be with:
ICB senior leadersTeam membersInformation Governance TeamHR business partnersBusiness ManagersSystem partners
Person Specification
People and Culture Essential
Demonstrates a compassionate, inclusive and patient-centred approach, treating patients, service users and colleagues with dignity, respect and professionalism. Ability to build and maintain positive working relationships with colleagues, healthcare professionals and external stakeholders. Excellent communication and interpersonal skills, with the ability to communicate effectively with people from diverse backgrounds and in potentially challenging circumstances. Ability to remain calm, professional and resilient when dealing with sensitive, complex or emotionally challenging complaints. Demonstrates integrity, confidentiality and professional accountability when handling sensitive information. Ability to work effectively as part of a multidisciplinary team, while also managing responsibilities independently. Commitment to promoting a positive culture of learning, openness and continuous improvement through patient feedback and complaints. Demonstrates the values and behaviours expected within the NHS, including respect, compassion, collaboration and commitment to improving patient experience.
Strategy and Analysis Essential
Ability to analyse complaints, identify themes, trends and recurring issues, and use this information to support service improvement. Ability to review and interpret information from multiple sources to support evidence-based complaint investigations and responses. Experience of identifying risks, emerging issues and opportunities for learning from complaints and patient feedback. Ability to contribute to complaints reporting, monitoring and performance information, ensuring data is accurate and meaningful. Understanding of how patient experience and complaints intelligence can inform quality improvement and organisational learning. Ability to use sound judgement when assessing complex or sensitive information and determine when issues require escalation or further investigation. Ability to work within organisational strategies, policies and procedures while maintaining a patient-centred approach.
Personal Attributes and Values Essential
Personal commitment to the values of the NHS 10-year Plan, the NHS People Plan, the Nolan Principles, to championing equality, diversity and inclusion within the ICB and the wider health system
Partnership and Communities Essential
Ability to build and maintain effective partnerships with patients, service users, healthcare professionals, providers and external organisations. Experience of working collaboratively across organisational and professional boundaries to support the resolution of complaints and improvement of patient experience. Demonstrates an understanding of the diverse needs of local communities and the importance of providing inclusive, accessible and equitable services. Ability to engage with patients and service users in a respectful, sensitive and person-centred manner, ensuring their concerns and experiences are heard and understood. Ability to work effectively with primary care, community services and other health and care partners to identify issues, share learning and support improvements. Commitment to using patient feedback and community insight to inform service development, quality improvement and better outcomes.
Qualifications Essential
Educated to Degree level (relevant focus) or equivalent managerial experience Or Diploma plus evidence of additional training/experience to support the requirements of the role Evidence of sustained commitment to continuing professional development
Experience Essential
Experience of managing and responding to patient or service-user complaints, preferably within an NHS, healthcare or public sector environment. Experience of managing a complex and varied caseload, including prioritising work and meeting deadlines and statutory or organisational timescales. Knowledge and understanding of NHS complaints procedures, patient experience processes and relevant policies and guidance. Experience of gathering, reviewing and analysing information to support complaint investigations and written responses. Experience of working with a range of internal and external stakeholders, including healthcare professionals, patients, service users and partner organisations. Understanding of confidentiality, information governance, data protection and the sensitive handling of personal information. Knowledge of how complaints can contribute to learning, service improvement and improving patient experience. Experience of dealing professionally and sensitively with distressed, dissatisfied or potentially challenging individuals. Ability to maintain accurate records, monitor case progress and ensure complaints are managed and resolved within required timescales.
Governance and Assurance Essential
Ensure complaints are managed in accordance with NHS complaints procedures, organisational policies, relevant legislation and regulatory requirements. Maintain accurate, timely and comprehensive complaints records and case documentation, ensuring appropriate audit trails are maintained. Monitor complaints caseloads, progress and response timescales, escalating delays, risks or concerns appropriately. Apply sound judgement when managing complex, sensitive or high risk complaints, ensuring matters are escalated through the appropriate governance channels. Maintain a strong understanding of confidentiality, information governance, data protection and records management requirements. Support the accurate collection and reporting of complaints data, themes, trends and learning to inform assurance and service improvement. Identify and escalate risks, recurring issues and areas of concern arising from complaints and patient feedback. Contribute to organisational learning by ensuring appropriate actions and recommendations arising from complaints are recorded, monitored and followed up. Demonstrate a commitment to quality, accountability, transparency and continuous improvement in the management of patient complaints.
Employer details Employer name NHS Essex Integrated Care Board
Address Phoenix House
Christopher Martin Road
Basildon
Essex
SS14 3HG
United Kingdom
Employer's website https://www.essex.icb.nhs.uk (Opens in a new tab)