Overview
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 re- occurring. To produce regular monthly reports for use within the Trust to support the Clinical Governance Structure and in addition 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).
Responsibilities
* Coordinate and manage targets and objectives identified in the Trust's Complaints Strategy.
* Maintain liaison with clinical and non-clinical staff, managers and patients to gather views and disseminate information.
* Facilitate meetings with complainants and/or their representatives to encourage local resolution where possible.
* Act as a Trust resource for complaints management and disseminate latest initiatives and information.
* Deliver training in formal and informal settings to a multidisciplinary audience; provide training to specific directorates/departments on request.
* Develop systems to support the Clinical Governance Structure to ensure learning from complaints and prevention of re-occurrence of incidents.
* Produce regular monthly reports to support Clinical Governance and collate information for statutory National Performance Indicators.
* Establish and maintain good relationships with PALS, Legal and Risk Managers.
* Represent the Trust at local, regional and national networks in the absence of the nominated officer.
* Participate in rotation between this post and PALS Officers to gain full insight into complaints management.
* Be aware of external agencies (e.g. ICAS, Independent Arbitration) supporting patients in the complaints system.
Qualifications and experience
* Degree or equivalent, experience of advising and liaising with staff at all levels of the organisation.
* Recent involvement in complaints handling and management would be advantageous.
* Excellent written and verbal communication skills; strong understanding of confidentiality and data protection.
Desirable criteria
* Recent evidence of involvement in Complaints management/handling; demonstrable knowledge of the NHS Complaints Strategy.
* Knowledge of issues within an acute teaching Trust/organisation; knowledge of the health service; evidence of change and change management in the current post.
* Ability to communicate at all levels; excellent facilitation and presentation skills.
* Analysis and interpretation of information; report writing skills; ability to work independently; ability to prioritise, meet deadlines; commitment to confidentiality; ability to cope in a rapidly changing NHS environment.
* Evidence of project management skills; computer skills (word-processing).
Organisation note
Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital. We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women's NHS Foundation Trust. The Group is one of the largest employers in the region, with over 16,800 colleagues. The Trust is committed to promoting equality, diversity and flexible working; it welcomes applicants from groups currently under-represented in the workforce.
Policies and safeguarding
The organisation has a zero-tolerance approach to abuse of children, young people and vulnerable adults. All staff must adhere to safeguarding policies and complete mandatory safeguarding training. This includes recognizing signs of abuse and neglect and taking appropriate action. It also supports the Merseyside Domestic abuse workplace scheme. DBS costs may be deducted from salary following start in post as per policy. New entrants to the NHS commence on the first pay point of the relevant band. If you have personal requirements for recruitment, contact Recruitment Services to arrange suitable measures.
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