Responsibilities
* 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 to 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
Qualifications and Experience – Essential
* Previous experience of complaints management in an NHS patient or customer relations role
* Experience of running complaints meetings independently
* Experience communicating with senior divisional nurses and staff members via phone, in person and e-mail
Qualifications and Experience – Desirable
* Experience of advocacy, conciliation or mediation
* Excellent communication skills including the ability to communicate complex or sensitive information to complainants
* Demonstrate knowledge and understanding of the difference between PALS and complaints
* Negotiation and influencing skills; good organisational skills, including high level of accuracy and ability to work to tight deadlines
* Ability to liaise effectively with staff and the public at all levels and to deal with difficult situations calmly and confidently
* Pro‑active problem solving and the use of organisational skills
* Experience working with Datix including logging and updating
* Good working knowledge and experience of databases, spreadsheet and word processing computer applications
* Committee minute taking, report writing and telephone skills
* To be able to deal efficiently and appropriately, in person, in writing and on the telephone, with a range of people
* Knowledge of the NHS complaints process
* Presentation and teaching skills
* Awareness of the issues facing the NHS at the present time and an understanding of current governance issues in the NHS regarding complaints handling
Education – Essential
* Numerate and literate to degree level standard or equivalent
* NHS experience
Education – Desirable
* Clinical/IT qualification
* Minute‑taking course
Equality and Diversity – Essential
* Able to demonstrate a commitment and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs
Planning and Organisation Skills – Essential
* Good stress management skills and able to work in a highly pressurised environment
* Awareness of need for discretion, sensitivity and high levels of confidentiality
* Ability to organise own work effectively and to be able to work as part of a team in a collaborative and supportive fashion
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