Employer NHS Greater Manchester Integrated Care Employer type NHS Site Piccadilly Place or other central Manchester location / Hybrid Working Town Manchester Salary £28,407 - £34,581 pa Salary period Yearly Closing 02/06/2024 23:59
Band 5
Job overview
The post holder will be responsible for handling general concerns and enquiries (PALS enquiries), complaints, claims and MP queries from the point of receipt through to successful resolution, acting at all times in accordance with internal policies and relevant legislation.
The role will involve working closely with a variety of people including patients, carers, advocates, healthcare professionals, solicitors, administrative staff and Chief Officers. This will span a variety of organisations including partners, healthcare providers, local authorities, emergency services, NHS Litigation Authority and regulatory bodies (such as the Parliamentary and Health Service Ombudsman and the Information Commissioners Office). The post holder will be required to receive, interpret and communicate what can sometimes be highly emotive and complex information and this will be done with sensitivity and professionalism.
With an attention to detail, the post holder will ensure that issues and concerns are meticulously investigated. Every concern received is an opportunity to review the care and services that are delivered to patients. Therefore, an important part of the role is to maximise opportunities to learn from the experiences of patients. Where an investigation has identified that lessons need to be learnt, the post holder will oversee the implementation of action plans and ensure that this learning is disseminated for the benefit of others.
Main duties of the job
* Provide information and advice on how to raise a comment, compliment, concern or complaint.
* Act on the patient’s behalf to resolve the concern as quickly as possible.
* Provide support and advice through the formal complaints process, investigating the issues identified and liaising with the Patient Services Manager throughout. Adhere to best practice as required of the Department of Health complaints procedure ‘Making Experiences Count’ and locally agreed protocols.
* Promote conciliation as part of local resolution, providing support and advice to independent conciliators and clinical advisers and complainants. Arrange conciliation meetings and hearings as appropriate and prepare case papers as required, including clinical records.
* Advise complainants, staff and practitioners of their statutory rights regarding complaints, interpreting guidance and regulations in a clear, concise and helpful manner.
* Provide appropriate oral responses to complainants, practitioners and other individuals requiring information about the NHS complaints procedure.
* Provide help and advice about how to complain and where to obtain independent support.
* Maintain existing network arrangements with colleagues in other areas.
* Deal with requests for information about the complaints process, received via the dedicated Patient Services e-mail address, telephone and written letter, and respond according to service protocols.
Working for our organisation
Integrated Care Systems (ICSs) are partnerships of health and care organisations that come together to plan and deliver joined up services and to improve the health and wellbeing of people who live and work in their area. Their purpose is to improve outcomes in population health and healthcare; tackle inequalities in outcomes, experience, and access; enhance productivity and value for money and support broader social and economic development in their area efficiency. This will be delivered in neighbourhood, place, combinations of places and GM system.
Patient Services is a newly formed team working across GM function within the corporate directorate of NHS GM. The team is the gateway for patient enquires across GM.
Detailed job description and main responsibilities
JOB PURPOSE
The purpose of this role is to provide a high-quality patient service that is accessible to all. The post holder will be responsible for handling general concerns and enquiries (PALS enquiries), complaints, claims and MP queries from the point of receipt through to successful resolution, acting at all times in accordance with internal policies and relevant legislation.
The role will involve working closely with a variety of people including patients, carers, advocates, healthcare professionals, solicitors, administrative staff and Chief Officers. This will span a variety of organisations including partners, healthcare providers, local authorities, emergency services, NHS Litigation Authority and regulatory bodies (such as the Parliamentary and Health Service Ombudsman and the Information Commissioners Office). The post holder will be required to receive, interpret and communicate what can sometimes be highly emotive and complex information and this will be done with sensitivity and professionalism.
With an attention to detail, the post holder will ensure that issues and concerns are meticulously investigated. Every concern received is an opportunity to review the care and services that are delivered to patients. Therefore, an important part of the role is to maximise opportunities to learn from the experiences of patients. Where an investigation has identified that lessons need to be learnt, the post holder will oversee the implementation of action plans and ensure that this learning is disseminated for the benefit of others.
The post holder will also provide information and support to the Patient Services Manager as required, representing Patient Services at case meetings and with the production and presentation of formal reports to committee meetings.
KEY DUTIES AND RESPONSIBILITIES
* Provide information and advice on how to raise a comment, compliment, concern or complaint.
* Act on the patient’s behalf to resolve the concern as quickly as possible.
* Provide support and advice through the formal complaints process, investigating the issues identified and liaising with the Patient Services Manager throughout. Adhere to best practice as required of the Department of Health complaints procedure ‘Making Experiences Count’ and locally agreed protocols.
* Promote conciliation as part of local resolution, providing support and advice to independent conciliators and clinical advisers and complainants. Arrange conciliation meetings and hearings as appropriate and prepare case papers as required, including clinical records.
* Advise complainants, staff and practitioners of their statutory rights regarding complaints, interpreting guidance and regulations in a clear, concise and helpful manner.
* Provide appropriate oral responses to complainants, practitioners and other individuals requiring information about the NHS complaints procedure.
* Provide help and advice about how to complain and where to obtain independent support.
* Maintain existing network arrangements with colleagues in other areas.
* Deal with requests for information about the complaints process, received via the dedicated Patient Services e-mail address, telephone and written letter, and respond according to service protocols.
Person specification
Qualifications
* Qualification in a relevant health or social care subject
* Evidence of continued professional development
* Experience using databases
* Experience writing letters and drafting reports
Experience
* Experience of providing mediation and/or customer service
* Experience of working with a wide range of service users, e.g. people with learning difficulties
* Experience of Health Services or a related environment
* Experience of presenting data in a meaningful way orally and in writing to a variety of audiences
Knowledge
* Knowledge of patients’ rights
* Up to date knowledge and understanding of clinical governance, risk management, PALS, performance, GMC procedures; key agencies e.g. Parliamentary & Health Service Ombudsman, ICA, FHSAA, NCAS, etc.; Caldicott, Data Protection
* Knowledge and understanding of equality and diversity issues
Please note this vacancy may close early after a sufficient number of applications have been received.
Please also note that if you are short listed for interview you will be contacted via email and it is important that you check your email regularly. If you do not hear from us by four weeks after the closing date then you may assume that on this occasion your application has been unsuccessful.
As a fair collection notice for all NHS employees previous service details will be requested electronically from their previous employer.
The successful candidate will be subject to the completion of satisfactory probationary period.
General Data Protection Regulation(GDPR)
In accordance with the General Data Protection Regulation (GDPR), we have implemented a Privacy Notice to inform you, as prospective employees of the organisation of the types of data we process about you.
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