Complaints Case Manager- INTERNAL

The Shrewsbury and Telford Hospital NHS Trust; Greater London; On-site; GBP 42,000 - 48,000; Full time

Job summary

The Shrewsbury and Telford Hospital NHS Trust is seeking a dedicated Complaints Manager to join the Patient Services team in a busy NHS environment. You will be responsible for managing a caseload of formal complaints, ensuring thorough investigations, clear communication with complainants, and timely responses in line with policy and best practice.

Educated to degree level, you will work with patients, relatives and staff, balancing sensitivity with rigor, and drive service improvements by

Qualifications

• Educated to degree level (or equivalent).
• Ability to manage conflicts and mediate between parties.
• Experience in handling formal complaints and investigations.

Responsibilities

• Manage a caseload of formal complaints in line with policy.
• Analyse complaints on receipt to identify key issues.
• Undertake investigations ensuring fairness and thoroughness.
• Monitor progress and inform complainants of status and deadlines.
• Draft formal letters to resolve complaints on behalf of senior leadership.

Skills

Communication skills

Conflict resolution

Investigation skills

Education

Degree level or equivalent

Job description

Job Overview

Vacant position:

• x1 Permanent, Full time (37.5 hrs p/w) position

Are you seeking a change of role where you can have a positive impact upon the patient experience and where no two days are the same? If so, then this may be the role for you. The Patient Services team provides an accessible and responsive complaints service, ensuring that all complaints are fully investigated, and used to improve the care we deliver. In this challenging post, you will join a team that aims to resolve complaints, and uses the feedback obtained to influence and improve the patient experience. Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives and staff to ensure that complaints are investigated and improvement is embedded. The postholder will be responsible for managing a caseload of formal complaints, in line with national and local policy, ensuring that all elements are fully investigated and responded to.

Main duties of the job

• Responsible for the management of a caseload of formal complaints in line with national and local policy
• To analyse all complaints on receipt identifying key issues for investigation
• Undertake investigations of all formal complaints, some of which are highly complex, ensuring that the investigation is fair, thorough and proportionate to the complexity of the complaint
• Monitor the progress of complaint investigations within the caseload ensuring that all deadlines are met. To identify problems at an early stage and ensure that complainants are informed of the progress at each stage of the process
• Draft letters in response to formal complaints of mixed complexity, on behalf of the Chief Executive, interpreting information obtained during the investigation process. Ensure the accuracy of information, that all issues raised by the complainant are addressed in full and that information is written in a language that the reader can understand. Communicate sensitive or contentious information with tact, diplomacy and understanding

Working for our organisation

We are seeking to appoint a committed and energetic individual who has the right values and behaviours to join our team. This individual must be enthusiastic, motivated, showing sensitivity and tact and able to demonstrate excellent communication and interpersonal skills. Educated to degree level (or equivalent) you should be able to demonstrate an ability to manage conflict, mediate between parties to resolve problems and work with people from a diverse range of backgrounds. In addition to helping others, you will benefit from this excellent opportunity to develop your skills which will support your career progression.

Detailed Job Description And Main Responsibilities

For full duties and responsibilities of this role, please refer to the attached document entitled Job Pack.