Band 6 Complaints Manager

Gloucestershire Hospitals NHS Foundation Trust; Gloucester; On-site; GBP 34,000 - 42,000; Full time

Benefits offered by this job

NHS Pension

Flexible working

Generous annual leave

Job summary

Gloucestershire Hospitals NHS Foundation Trust seeks a flexible Band 6 Complaints Manager to lead investigations and responses to patient and relative complaints about care and treatment. The role supports PILT in meeting national performance targets and ensuring fair processes.

Strong communication, organisation and collaboration with clinical and non-clinical staff are essential. The role is based in Gloucestershire with a commitment to patient safety and learning from complaints, contributing

Qualifications

• Degree level or equivalent experience and knowledge.
• Experience of liaison and partnership working with service users, carers, members of the public and a wide range of stakeholders.
• Experience in a complaint process role.
• Experience of liaison effectively with both clinical and non‑clinical staff.
• Excellent written and verbal communication skills.
• Able to prioritise and work to tight deadlines.
• Able to analyse complex information.

Responsibilities

• Manage, investigate and follow up patients' and relatives' complaints relating to services, care and treatment.
• Coordinate and prepare responses, ensuring fairness and compliance with regulations and policy.
• Use active listening to obtain confidential information from complainants.
• Identify information from clinical, nursing and managerial staff to support investigations.
• Prioritise caseload and deliver responses within required deadlines.

Skills

Complaint handling

Interpersonal skills

Written communication

Prioritisation & time management

Active listening

Education

Degree level or equivalent

Tools

Microsoft Office

Job description

The Patient Investigation and Learning Team are looking for a flexible, dedicated and resilient Band 6 Complaints Manager. The successful applicant will be expected to contribute to Departmental objectives in the process and management of complaints, ensuring compliance with external regulations and standards., The successful applicant will be pro‑active, adaptable, highly motivated with exceptional administrative and communication skills. They will be well organised and able to work methodically, accurately and pay attention to detail. We are looking for a team member who possesses excellent interpersonal skills. To manage and investigate and follow up patients' and relatives' complaints relating to services, care and treatment delivered by GHNHSFT. To manage co‑ordinating and preparing responses, ensuring the process is fair and equitable for all parties and complies with external regulations, standards and Trust policy and process., The successful applicant will need to use active listening skills and empathy to obtain confidential information from complainants. Ensuring complaints are fully investigated and responses are comprehensive, sensitive and balanced within the agreed deadline by obtaining information from relevant clinical, nursing and managerial staff who have other competing priorities, seeking advice as required. The successful applicant will have their own caseload and will need to be able to prioritise conflicting demands to support with achieving national performance targets for complaints management as set by the Department of Health in the NHS Complaints Procedure. To work flexibly as part of the wider Patient Investigation and Learning Team, undertaking duties and activities relevant to level of post to improve the experience of patients and staff.

• Degree level or an equivalent level of experience and knowledge, Extensive use of Microsoft Office
• Experience of liaison and partnership working with service users, carers, members of the public and a wide range of stakeholders, Experience of working in a clinical environment
• Experience in a complaint process role
• Experience of liaison effectively with both clinical and non‑clinical staff, Self‑motivated and able to work unsupervised
• Excellent written and verbal communication skills
• Able to work prioritise and to work to tight deadlines
• Able to analyse complex information With a team of over 9,000 employees, we are proud to be the largest employer in Gloucestershire and rank among the top 10 largest Trusts in the South West region. By joining our Trust, you will benefit from an excellent package that includes exclusive benefits, flexible working opportunities and the chance to gain valuable experience in one of our innovative hospitals. As well as generous annual leave allowance, access to the excellent NHS pension scheme, competitive bank rates, discounts at local shops and restaurants, access to two on‑site nurseries, discounted public transport, reward and recognition and a range of health and wellbeing initiatives to support you.
• The Complaints Department sits within the Patient Investigation and Learning Team (PILT) of Gloucestershire Hospitals NHS Foundation Trust. The PILT investigate, resolve and provide recommendations for learning in respect of complaints, claims and patient safety investigations. We are a friendly team who are passionate about their roles, patient experience and patient safety.