Deputy Complaints Manager

Due to the promotion of the postholder an opportunity has arisen to join our Complaints Team. The Deputy Complaints Manager is key to us accepting, issuing and helping the Trust to respond to complaints and concerns received. This is a challenging but rewarding role and the postholder will be fully supported by the Complaints Manager. It is essential you have first‑hand experience of handling complaints and concerns and can work in accordance with NHS Complaints regulations. The post holder will be required to support the public, staff and organisations such as advocacy and the Parliamentary and Health Service Ombudsman.

Main duties of the job

• The post holder is key to patient experience and will work with the Complaints Manager to co‑ordinate and ensure an effective delivery of the NHS Complaints Procedure in line with the statutory regulations, national guidance and Trust policy.
• The post holder will provide expert advice around policy and guidelines and ensure that the Trust provides a supportive, professional and compassionate complaints service working with the Directorates and complainants, families and carers to ensure a comprehensive response to include any learning and improvement.
• It is important that the applicant is a competent writer and has excellent communication skills, knowledge and an appreciation of the need to work to timescales in the interests of resolving complaints.

Benefits

• On‑site nursery
• 27 days minimum annual leave plus bank holidays
• Cycle to work scheme
• Flexible working
• In‑house training and development
• Buying and selling of annual leave
• Subsidised restaurant
• Tranquillity garden
• Generous subsidised on‑site parking

Job responsibilities

• Handle concerns and complaints from receipt to response in line with policy identifying and liaising with the Directorate(s) investigating the issues raised, including complex and/or highly sensitive cases.
• Correspond effectively and sensitively with complainants (written and verbal). This includes recognising when the complaints process is not applicable or the request is not eligible. Identify any barriers in communication that may affect understanding.
• Responsible for safeguarding, always, the confidentiality of information relating to patients, staff and the public, in accordance with the Data Protection and Freedom of Information Acts. This includes recognising the need and obtaining, the appropriate consent to proceed with a complaint.
• Establish and maintain relationships with all staff in particular the Directorate Triumvirate and services lead providing expert advice, support and guidance.
• Work closely with Patient Advice Liaison Service (PALS) to ensure concerns are addressed at the correct level and through the right process. Recognise also when complaints are subject to Duty of Candour, Coroners Inquest or a clinical incident.
• Deal calmly and professionally with upset patients or members of the public.
• Arrange and support in complaints meetings ensuring advice and support for staff and complainants and, that an accurate summary of the discussion held is provided.
• Accurate recording of complaints data on Datix.
• Support the Complaints Manager with draft/redrafts of complaint response letters for quality to ensure they meet the requirements of the Complaints Process and achieve Executive approval and signature.
• Work with the Directorates to ensure any changes or learning is implemented.
• To assist in the managements of complaints where complainants remain dissatisfied to try and bring about local resolution.
• Support in providing data for the annual report and reports to Trust Board.
• Support with any complaints subject to a clinical incident/Legal claim.
• Support any Trust requirements e.g. audit, Care Quality Commission (CQC) requirements.
• Develop and maintain strong links with all staff to ensure compliance with the Complaints policy.
• Identify themes/trends from complaints received and bring to the attention of appropriate senior staff, identifying areas of risk or those that require service improvement and quality issues requiring action.
• Assist the Complaints Manager in the development, implementation and compliance with service‑related policies and procedures. Propose changes to improve the service, as appropriate, and in accordance with national guidance.
• Assist the Complaints Manager in working with staff within the Trust to ensure compliance with CQC Standards in relations to complaints handling.
• Recognise all potentially serious complaints for consideration at Review of Harm.
• Ensure complaint files are kept up to date to enable progress of complaint to be monitored and to ensure process is being followed.
• Monitor agreed actions arising from complaints and chase Directorates for progress/ evidence to ensure actions are being implemented appropriately. Ensure progress is included within reports to committees.
• To record and acknowledge MP enquiries and ensure timely responses.
• To deputise for the Complaints Manager in all aspects of the service.

Person Specification

• Experience of the Complaints management processes
• Experience of working in a customer focused environment
• Ability to communicate with staff at all levels
• Ability to assimilate complex information sufficient to give advice and support
• Understanding of GDPR and patient confidentiality and its role in the complaints process
• Excellent knowledge of Microsoft Office including Word, Excel and PowerPoint
• Ability to deal with potentially distressing scenarios
• Able to work flexibly
• Highly motivated and enthusiastic
• Experience writing policies/guidelines
• Management Course
• Able to work under pressure to meet demanding timescales and escalates when required
• Degree level qualification or equivalent experience

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

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