Overview
The Corporate Complaints team are looking for a Complaints Coordinator to join their team. This is a full time, permanent position.
The post holder will have excellent communication skills, both written and verbal and will have a good understanding of confidentiality and data protection. The ideal candidate will be educated to degree level or equivalent and have experience of advising and liaising with staff at all levels of an organisation. Recent evidence of involvement in complaints handling and management would be advantageous.
Responsibilities
* To assist the Corporate Complaints in the development and implementation of specific work and projects relating to the Trust\'s Complaints Strategy.
* To manage a case file of complaints investigations, liaising with the relevant care group to ensure that the response is provided in a timely manner.
* To work collaboratively with departments within the Trust to support good management of the complaint investigation process.
* To keep in regular contact with a complainant to advise and support through the complaints process.
* Co-ordinating and managing targets and objectives identified in the Trust\'s Complaints Strategy.
* Liaison with clinical and non-clinical staff and managers to gather views and disseminate information.
* Liaison with patients to gather views and to influence complaints management.
* To facilitate meetings with complainants and/or their representatives and staff which will encourage local resolution wherever possible.
* To act as a Trust resource for complaints management, ensuring that the latest initiatives and information is always up to date, available and disseminated within the Trust.
* To deliver training in both formal and informal settings to a multidisciplinary audience. Training will also be given to specific directorates/departments on request.
* Develop systems to support the Clinical Governance Structure ensuring that the Trust learns from complaints to prevent incidents from re-occurring.
* To produce regular monthly reports for use within the Trust to support the Clinical Governance Structure and to collate information required for statutory National Performance Indicators.
* Establish and maintain close working relationships with the Patient Advice Liaison Service (PALS) established within the Trust.
* Establish and maintain close working relationships with Legal and Risk Managers established within the Trust.
* To attend and represent the Trust at local, regional and national networks in relation to complaints management in the absence of the nominated officer.
* The postholder will participate in the rotation programme between this post and PALS Officers in order to gain a full insight into the complex nature of complaints management.
* To be aware of and instigate access to external agencies supporting patients/users through the complaints system (e.g. ICAS, Independent Arbitration).
Person Specification
Qualifications
* Degree or equivalent
Experience
* Experience of advising and liaising with staff at all levels of the organisation
Knowledge
* Demonstrable knowledge of the NHS Complaints Strategy
* Knowledge of issues within an acute teaching Trust/organisation
* Knowledge of the health service
Skills
* Demonstrate evidence of change and change management in current post
* Ability to communicate at all levels of the organisation or externally to the organisation
* Excellent facilitation and presentation skills
* Analysis and interpretation of information
* Report writing skills
* Ability to work independently
* Ability to prioritise and work pro-actively/ ability to meet deadlines
* A commitment to confidentiality
* Ability to cope in a rapidly changing NHS environment
Desirable
* Evidence of project management skills
* Computer skills - word-processing
Other important information
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here: Criminal records checks for overseas applicants.
Employer details
Liverpool University Hospitals NHS Foundation Trust
Address: Royal Liverpool Hospital, Prescot Street, Liverpool, L7 8XP
Website: https://www.liverpoolft.nhs.uk/
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