An exciting opportunity has arisen to join the Complaints Team of one of the country's largest acute NHS teaching trusts. St George's University Hospitals NHS Foundation Trust has recently restructured its Complaints and PALS functions and is seeking to recruit a Complaints Co-ordinator,
* Triaging and registering complaints on the Datix database system
* Actively listening to and supporting complainants, providing advice and information about the Trust's formal complaints procedure, and providing emotional support where necessary
* Undertaking an initial assessment of complaints to understand the key issues and concerns
* Ensuring complaints are acknowledged in writing within three working days, and sending them out promptly to the correct care groups for investigation
* Liaising with general managers, clinicians and matrons to ensure that a thorough and comprehensive investigation is carried out that is proportionate the complaint, and that a subsequent action plan is developed to ensure service improvement
* Taking information from investigation reports, as delegated by the Complaints Caseworkers, and using it to produce draft complaints responses that are robust and transparent and tailored to the individual complainant
* Providing support to the Complaints Caseworkers.
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