Overview
This is an exciting opportunity to join the Patient Relations Team as a senior case officer, 30 hours per week.
The post holder will co‑coordinate and manage the investigation process and final response to individual complaints and provide support and advice to staff.
Key Responsibilities
- Day‑to‑day contact with Trust staff at all levels to oversee effective coordination and resolution of concerns, complaints or requests for information.
- Ensure the effective coordination of complaint investigations and draft responses.
- Maintain high level of contact with patients, users of the Trust and complainants, both by telephone, in writing and face‑to‑face, to discuss their concerns, complaints and expectations of the complaints procedure.
- Provide advice to complainants on the complaints procedure.
- Advising staff on the complaints procedure and support them through an investigation.
- Work to the Trust’s target of resolution of each complaint, meeting the expectations of the complainant, within agreed timescales.
- Maintain a range of external contacts, including Independent Complaints Advocacy Service staff and MPs’ staff, for issues referred to or from an external agency.
- Travel to all hospital sites to attend meetings and be available to support staff on each site.
- Plan, organise and prioritise own workload and that of other team members with regard to case loads.
- Supervise the work of and provide advice to Patient Relations Case Officers.
- Oversee day‑to‑day supervision of the Patient Advice and Liaison Service.
Work Environment
We operate from three main hospitals – Furness General Hospital (FGH) in Barrow, Royal Lancaster Infirmary (RLI) and Westmorland General Hospital (WGH) in Kendal – as well as a number of community healthcare premises including Millom Hospital and GP Practice, Queen Victoria Hospital in Morecambe, and Ulverston Community Health Centre.
FGH and the RLI provide a range of General Hospital services with full Emergency Departments, Critical/Coronary Care units and various Consultant‑led services. WGH offers a general hospital service together with an Urgent Treatment Centre, able to address non‑life‑threatening conditions such as broken bones and minor illnesses.
All three main hospitals provide planned care including outpatient, diagnostics, therapies, day case and inpatient surgery. In addition, local outreach services and diagnostics are provided from community facilities across Morecambe Bay.
Our community service for adults is delivered in people’s homes, community centres, clinics, GP practices and community hospitals. Our aim is to work with people to help them remain independent, improve their health and manage their conditions through high‑quality care, advice and support.
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