My name is Mel, and I am the Divisional Director of Nursing for Surgery. I am seeking an exceptional candidate to join the Trust as our Complaints and Clinical Governance Coordinator for Surgery.
This role offers an excellent opportunity for a compassionate, enthusiastic, dedicated, and highly motivated individual.
The successful applicant will lead the Division’s provision of a robust and responsive complaints service, aligned with the latest legislation, national guidance, and Trust policy. You will ensure the Trust learns from complaints to improve services, maintaining high standards of complaints handling, timely responses, and a lessons learned framework. You will prepare detailed, compassionate response letters, and liaise directly with complainants to agree the best course of action, including attending meetings with patients, relatives, and staff.
I welcome an informal discussion to talk through the role in more detail. Please contact my PA, Paula, who will arrange this.
Key Responsibilities:
1. Support the Division in delivering high-quality care by providing accessible complaint support to patients, carers, and the public, working flexibly to ensure a customer-focused service.
2. Ensure complaints are handled appropriately and promptly, meeting national targets.
3. Provide complaints training to staff as needed.
4. Coordinate and monitor clinical governance processes for the Surgical Division Clinical Governance Committee.
5. Provide administrative support to the Committee, including data and information management.
6. Assist in developing systems and processes to improve clinical governance within the Division.
7. Investigate lost property claims and initiate compensation when appropriate.
At the RUH, we put people at the heart of our work, fostering a team environment that makes a difference for our patients, staff, and community. We value everyone’s contributions and are committed to creating a compassionate and inclusive environment, supported by staff networks that celebrate diversity, kindness, and civility.
Our culture emphasizes learning, development, and innovation, supporting staff to reach their full potential. We prioritize staff wellbeing through comprehensive support programs, including physical, emotional, spiritual, and financial wellbeing initiatives, and even a pool facility.
We invite you to learn more about living and working in the historic city of Bath, our extensive staff benefits, and our forward-looking healthcare initiatives, including the Dyson Cancer Centre and our research efforts.
For further details or informal visits, please contact:
* Name: Paula Adley
* Job Title: Personal Assistant to the Surgical Leadership Team
* Email: paula.adley@nhs.net
* Telephone: 01225 824877
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