Job title: Complaints Case Officer
Hours: Monday to Friday, 8am-4pm/9am-5pm (37.5 hours per week)
Reference: 85039
Responsibilities
* Escalate to relevant divisions and managers on behalf of patients and their representatives when problems and concerns are highlighted.
* Explore patient/staff needs by using sensitive questioning, active listening and counselling skills in order to solve problems, overcoming barriers to understanding in order to achieve positive outcomes, build rapport and provide emotional support throughout.
* Provide advice to patients and/or their representatives on all aspects of the NHS complaints procedures.
* Identify when consent is required in order to investigate and respond thoroughly to a complaint, taking appropriate action to achieve this and seeking advice from the PALS and Complaints Manager when required.
* Ensure that the Trust Risk Management policies and protocols are followed and promoted within the post holder's work areas and within divisions when concerns are highlighted
Qualifications
* Previous NHS experience
* Excellent communication skills
* Datix - mandatory
* Outlook - mandatory
* Advantis CDS - mandatory
* Evolve – mandatory
* Patientcentre - mandatory
Call-To-ActionIf you're ready to make a difference in the NHS community and help us enhance patient care, we invite you to apply today and embark on a rewarding journey with us
Job Types: Full-time, Temporary
Contract length: 3 months
Pay: £14.06 per hour
Expected hours: 37.5 per week
Work Location: In person