Job overview My name is Alaina and I am the Quality and Patient Safety Lead for Surgery. I am looking for an exceptional candidate to join the Trust as our Complaints and Clinical Governance Coordinator for Surgery. This role is an excellent opportunity for a compassionate, enthusiastic, dedicated and highly motivated individual. The successful applicant will play a leading role in the Division’s provision of a robust and responsive complaints service, which is in line with the latest legislation, national guidance and Trust policy. You will take every opportunity to ensure the Trust learns from and improves the service provided to those who attend the Trust. You will be expected to maintain consistently high standards of complaints handling including timely and thorough responses to complaints and a robust lessons learnt framework. You will help prepare very complex, detailed letters of response on behalf of the Division ensuring that they are accurate, compassionate, patient-centred and fully respond to all of the concerns raised. You will also liaise directly with complainants agreeing the most appropriate way forward including facilitating meetings involving patients, relatives and staff, which you will also be required to attend. I would welcome an informal discussion with you to talk through the job in more detail and answer any questions you may have. Please do reach out to me. Advert 1. To support the Division to deliver high quality care by providing an identifiable and accessible service to assist patients, carers and members of the public when they wish to make a formal or informal complaint. This will involve working flexibly to enable the team to deliver a customer-focused service and provide complaints resolution. 2. To ensure complaints are dealt with in an appropriate and timely fashion against national targets. 3. To provide complaints training to staff as required. 4. To coordinate and monitor processes in respect of clinical governance for the Surgical Division Clinical Governance Committee. 5. To provide administrative support to Surgical Division Clinical Governance Committee including information and data as required. 6. To assist and implement the development of systems and processes to improve aspects within clinical governance on behalf of the Division. 7. To investigate lost property claims and initiate compensation if appropriate. Working for our organisation At the RUH we put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone’s contribution in supporting the exceptional, person-centred care we pride ourselves on. We are proud to be in the top 20 best hospitals to work for in the country. We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks – celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger. A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential. We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We’ve even got a pool! We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we’re providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research. Detailed job description and main responsibilities Please see the attached job description and person specification for more information about the role. Please note - Due to recent changes in UK immigration and visa rules applicants who do not currently have the right to work in the UK may not be considered unless an alternative right to work solution can be provided. Candidates requiring sponsorship (or will need sponsorship at the end of a current visa e.g. those with graduate visa's) should review the eligibility criteria on the gov.uk website before applying: Prove your right to work to an employer: Overview - GOV.UK