Complaint Investigations Manager

University Hospitals Sussex NHS Foundation Trust; Brighton; On-site; GBP 36,000 - 46,000; Full time

Job summary

The University Hospitals Sussex NHS Foundation Trust is seeking a proactive complaints professional to manage a caseload of patient complaints and family meetings. The role focuses on implementing the complaints process in line with the Trust's policies and ensuring timely, quality responses across divisions.

You will collaborate with clinical teams to gather information, monitor compliance, and produce robust investigation reports while maintaining compassionate, patient-centred communication

Responsibilities

• Manage own caseload of complaints and family meetings.
• Implement the complaints process following Trust policies.
• Work with clinical divisions to gather information and actions in a timely way.
• Oversee divisions to produce high quality investigation reports and draft responses.
• Coordinate complex complaints spanning multiple divisions.
• Facilitate local resolution meetings between clinicians, staff, patients and relatives.
• Ensure complaints are handled compassionately, learning-focused, and compliant with standards.

Job description

This role is a 3 year fixed term contract for external applicants; successful internal applicants (already employed by UHSussex) will be offered a 3 year secondment.

UHSussex is one of the largest acute NHS trusts in the south of England, serving a population of around 1.8 million people across Brighton and Hove, West Sussex, and parts of East Sussex.

The postholder will prioritise and manage their own caseload of complaints and family meetings, and will be responsible for the implementation of the complaints process, following the Trust's policies on responding to concerns.

This will include working closely with the clinical divisions to ensure the necessary clinical and operational information is received and actions undertaken in a timely way, and that patients have a positive experience and resolution of their concerns.

The postholder will be required to be pro-active, adaptable, highly motivated and with exceptional administrative and communication skills. They will be well organised and able to work methodically, accurately and pay attention to detail and possesses excellent interpersonal skills.

• To work as part of the complaints team, and with the Trust's divisions to receive patient complaints and ensure, in collaboration with relevant staff, that they are investigated in accordance with national guidelines and the Trust's own complaints procedure.
• To oversee and support the divisions to produce high quality complaint investigation reports and draft responses.
• To co-ordinate the responses for complex complaints that span more than one division.
• To support the effective implementation of the Trust's Complaints Management policy and processes and ensure that compliance is monitored and reported, gaps in compliance identified and appropriate actions and mitigations are developed.
• To facilitate local resolution meetings between clinicians, hospital staff, patients and their relatives.
• Ensuring complaints are responding to efficiently, appropriately, compassionately and collaboratively with a focus on learning and meeting the Trust's standards for complaints responsiveness and quality.

Working for our organisation

At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.

Candidate Pack

For further details / informal visits contact: Name: [e-mail] Job title: Head of Patient Services and Experience Email address: [e-mail] Telephone number: 01273 664678

If you wish to discuss the post please contact by email in the first instance to then arrange a mutually convenient time to speak.