Divisional Complaints Facilitator

To manage complaints and concerns within the division, under the leadership of the Complaints Lead.

To manage divisional complaints and concerns received by the Black Country Healthcare NHS Foundation Trust in accordance with the directions and procedures set out within the NHS Complaints Regulations and local policy.

Main duties of the job

The post holder will work within the division, building key contacts and working relationships with its integrated clinical teams and managers, operational managers and directors. The post holder will work closely with the Corporate Complaints Facilitator and Complaints Lead ensuring that the key corporate objectives in relation to complaints are met within the division.

About us

At Black Country Healthcare NHS Foundation Trust, we're building a high-calibre, diverse and inclusive mental health workforce. One that will give talented professionals like you the opportunity to shape an outstanding service that will transform community mental healthcare and deliver happier and healthier lives all across our communities.

The Trust is rated 'Good' from CQC (Care Quality Commission) and will become the lead provider for mental health services across The Black Country .

This ambitious model is multi-agency and multi-disciplinary, opening the door for you to work in a collaborative and flexible way with partners, service users, carers and their families.

Job description

Job responsibilities
 

• The post holder will work within the division, building key contacts and working relationships with its integrated clinical teams and managers, operational managers and directors. The post holder will work closely with the Corporate Complaints Facilitator and Complaints Lead ensuring that the key corporate objectives in relation to complaints are met within the division.
• To work collaboratively across the divisions providing practical and specialist complaints skills and support.
• To receive and respond to complaints and concerns from patients/relatives/representatives, often being complex and sensitive in nature and frequently made by angry/distressed callers
• Signpost patients/relatives/representatives
• Distribute and obtain feedback from SED survey
• To manage the complaints process ensuring a smooth experience for the complainant within the target timescales, including the process of complaints review by the Parliamentary and Health Service Ombudsman
• To support and advise operational mangers to ensure effective liaison with their teams during the investigation and responding to complaints and enable staff to effectively complete the final responses
• To brief the Complaints Lead and Head of Communications of any potential media interest in any complaints
• To brief the Complaints Lead on complaints issues, independent reviews, ombudsman investigations and legal matters as appropriate
• To develop robust systems to monitor and feedback the number and type of complaints received, identifying trends and highlighting action points to improve service delivery
• To follow up and monitor agreed actions resulting from complaints
• To provide weekly, monthly and quarterly reports on complaints and compliments for divisions and committees.
• To input on the Trusts Risk Data management system including accuracy and input and provide requested reports as required
• To carry out regular audit of the complaints investigation and final response pathways, providing data to identify potential areas for improvement in meeting response rate targets
• To quality assure complaints investigations and final responses and make any necessary changes prior to forwarding for sign off
• To give advice to complainants regarding the complaints process
• Directly responsible for managing complaints and concerns within the Division.
• Directly responsible for analysing trends received from a range of sources.
• Attend divisional and Trustwide meetings to present reports and findings.
• Produce divisional reports.
• The role is crucial to the successful management and delivery of the complaints process across the divisions. The post holder will support and advise front line staff on managing complaints within national set guidelines, whilst ensuring the organisation meets its corporate objectives. Therefore the post holder will need to have the ability to engage clinical teams support them and communicate progress to divisional leads.
• Monitor actions/lessons learnt in conjunction with the corporate team
• Provide divisions with complaints training and advice where necessary.
• The post holder will be required to develop and maintain close working relationships with health and social care colleagues across all clinical services within the Black Country Healthcare NHS Foundation Trust. The post holder will also need to communicate regular updates on progress with complaints to divisional directors and clinical managers.
• The post holder will be expected to engage with partner agencies and national governing external organisations.

Person Specification

Skills/Experience/Qualifications

Essential

• 5 GCSE's (grade A to C) or equivalent, including English and Mathematics
• Evidence of continual professional development
• Experience of working in the NHS or similar organisation in an administrative, customer care function, in a role which has required extensive involvement in handling of complaints.
• Experience of managing distressing and hostile calls from service users
• Knowledge and of the NHS Complaints Procedure
• Knowledge of access to health records, data protection, confidentiality and the handling of sensitive data

Desirable

• Qualification in complaints handling

Employer details

Employer name

Black Country Healthcare NHS Foundation Trust

Address

Trafalgar House

47-49 King Street

Dudley

DY2 8PS



Any attachments will be accessible after you click to apply.

285-9594-CORP