This post is only open for applications for individuals employed within the Hampshire and Isle of Wight NHS Care System

Are you a good letter writer? Are able to communicate clearly and effectively in writing? Do you have attention to detail? If the answer is Yes to all of the above, an exciting opportunity has arisen within the Complaints Team and we are seeking an enthusiastic and self-motivated Complaints Case Handler.

The post holder is not required to investigate complaints but is required to analyse the information received in investigation reports from divisional teams which will be used to formulate and write high quality, detailed letters of response. There will be a focus on ensuring that the Trust's written responses to complaints are of a high quality ensuring that we are learning lessons and delivering quality improvements. You must demonstrate sensitivity and compassion and possess excellent communication and interpersonal skills as you will also be required to be the first point of contact on receipt of complaints.

The post holder will be a key member of the Complaints Team and will be required to link with the Clinical Divisions (Acute and Ambulance) to enable you to produce high quality response letters for the Chief Executive using the information provided.

Main duties of the job

The post holder will be a key member of the Complaints Team with a focus on ensuring that the Trust's response to complaints is of high quality and ensures that we are learning lessons and delivering quality improvements from this valuable form of feedback.

The post holder will be required to link with the Clinical Divisions to ensure that complaints are robustly investigated.

The post holder will ensure that all information relating to complaint handling is uploaded to the Datix system to enable transparency in complaints handling, and support the provision of data to regulators as required.

Candidates will be required to undertake a short table-top exercise designed to review the ability of the candidate to formulate a high quality letter.

About us

We serve a population of approximately 150,000 residents, making the services we offer variable and personalised with a flexible approach to our service users.

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust's beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.

Our 2020-2025 strategy sets out to ensure that we continue to be a provider of excellent and compassionate care. As part of this strategy, we are proactively taking steps to ensure that we recruit and retain the highest quality of talent to provide CARE and we would welcome applications from under-represented groups to ensure our Trust is an inclusive and diverse employer.

Job description

Job responsibilities

The post holder will:

Analyse the issues raised to inform the complaint investigation

Liaise with staff and complainants

Analyse information received in investigation reports

Formulate high quality detailed letters that reflect investigationreports obtained and which can be sent to the complainant and other relevant bodies under cover of a letter from Chief Executive,

Risk rate and categorise the issues raised to inform the data analysis and reporting process.

Person Specification

Qualifications and Experience

Essential

• Educated to degree level or equivalent qualification in a relevant health or social care subject.
• Experience of Health Service or related environment
• Customer care qualification/experience
• Experience of complaints handling, including writing responses to complaints
• Knowledge/experience of undertaking quality improvement activity
• Knowledge of the Local Authority, Social Services and NHS Complaints Regulations 2009

Desirable

• Up to date knowledge & understanding of key agencies e.g. Parliamentary & Health Service Ombudsman, etc. Caldicott, Freedom of Information, Data Protection
• Computer Literacy in Microsoft, Excel and DATIX
• Experience of working with Patient administration systems i.e. PAS/RAD/TPATH

Employer details

Employer name

Isle of Wight NHS Trust

Address

Isle of Wight NHS Trust

St Mary's Hospital

Newport

PO30 5TG

Any attachments will be accessible after you click to apply.

470-24-0014-COR-2