Complaints Investigator

Barnsley Hospital Nhs Foundation Trust; Hanley; Presencial; GBP 35 000 - 45 000; Tempo integral

Resumo da oferta

Barnsley Hospital NHS Foundation Trust is seeking a Complaints Investigator to join our centralised Patient Advice and Complaints team. You will manage complex complaints, liaise with clinical and non-clinical staff, and ensure learning and actions are implemented across services.

You should have significant experience in complaints handling or senior customer service, with the ability to analyse information, question clinical statements, and work under pressure to meet deadlines in a supportive

Qualificações

• Significant experience in project management and/or customer complaints handling.
• Experience of complaint investigations.
• Experience of undertaking complex investigations and producing high quality reports.
• Previous NHS experience.
• Knowledge of clinical risk issues.
• Knowledge of the NHS complaints procedure and legislation.
• Understanding of root cause analysis techniques.
• Desirable: Evidence of continuing learning, professional registration, leadership training.

Responsabilidades

• Investigate and respond to a caseload of complaints collaboratively with Clinical Business Units to ensure learning and actions are implemented.
• Work with the Patient Advice & Complaints Manager and CBU leads on detailed investigations into complaints, including complex and high risk cases.
• Ensure each complaint is investigated appropriately, root causes and lessons learned are identified and SMART action plans devised and implemented.
• Critically assess findings and diplomatically challenge staff on statements/conclusions.
• Ensure findings are given to complainants and staff receive feedback on outcomes.
• Investigations completed in a timely manner in line with Trust KPIs.
• Record complaints data via the Datix system and meet reporting deadlines.
• Support wider quality and improvement initiatives including training, audits and policy development.

Conhecimentos

Project management

Complaints handling

Investigation experience

NHS experience

Formação académica

Degree level education

Descrição da oferta de emprego

Job summary

Interview Date: TBC

As part of a centralised Patient Advice and Complaints team, our Complaints Investigators manage and investigate a number of often complex complaints across all of Barnsley Hospitals services.

As a Complaints Investigator you will be responsible for continual high quality communication with service users and their families whilst liaising with clinical and non-clinical staff at all levels of the Trust to investigate events and identify relevant learning and actions. You will be responsible for ensuring that all complaints are handled in accordance with the NHS Complaints Regulations and the Complaints Standard Framework. The role also includes line management of a Caseload Officer.

This role would suit someone with a background of complaints handling/investigation or extensive experience of working at a senior level in customer service. You will require the ability to question and challenge clinical information and facts, and analyse information in a reasoned and structured work. You will require excellent organisational skills, and the ability to work in a high-pressure environment whilst handling a number of competing deadlines

Main duties of the job

• To be responsible for investigating and responding to a caseload of complaints that occur within the Trust working collaboratively with the Clinical Business Units to ensure learning and actions are effectively implemented.
• You will work collaboratively with the Patient Advice & Complaints Manager and CBU leads to complete detailed investigations into complaints, this will include complex and high risk complaints.
• Ensure each complaint is investigated appropriately, root causes and lessons learned are identified and that SMART action plans are devised and implemented
• To critically assess the findings from complaint investigations and be able to diplomatically challenge staff regarding their statements/conclusions.
• Ensure the findings of complaint investigations are given to the complainants and staff receive feedback on the outcome.
• Ensure investigations are completed in a timely manner in line with the Trusts key performance indicators.
• Monitor the quality and timeliness of complaint investigations and ensure there is escalation of delays or quality issues.
• You will be required to ensure that there is accurate and timely recording of complaints data via the Datix system and will be required to work collaboratively with the wider team to ensure that all reporting deadlines are achieved.
• Support wider quality and improvement initiatives relating to complaint outcomes, including training, audit and policy/procedure development

About us

Barnsley is a place of real warmth and community spirit. With a proud industrial past, the town offers affordable living, great transport links, rich culture and many green spaces. Barnsley punches above its weight and has recently seen economic growth, substantial regeneration and digital ambition, whilst leading the way in healthcare innovation and employability.

At Barnsley Hospital, we are a close-knit, ambitious team delivering outstanding care in the heart of South Yorkshire. Our aim is to be the best place to work and we have been consistently rated by our people as being amongst the very best Trusts in the country in areas such as compassionate leadership, teamwork and supporting colleague wellbeing.

We offer a friendly working environment where you will be recognised and valued for what you do, led with compassion and integrity and have your career and wellbeing supported.

Barnsley Hospital NHS FT is committed to promoting equality of opportunity and fair treatment to all applicants.

For individuals who require sponsorship under the skilled worker or health & care visa route please use the link on the right hand side of the advert to check your eligibility.

The cost of the DBS (criminal records check) for Band 6 and above roles will only be met by the successful candidate(s) through salary deduction.

Please note

We reserve the right to close positions early

Job responsibilities

Job Description for Complaints Investigator

Please refer to the attached Job Description and Person Specification for full details of the role and responsibilities.

Supporting Documents

Please refer to the values-based recruitment guidance and associated documentation.

Person Specification

Experience

Essential

• Significant experience in project management and/or customer complaints handling
• Experience of complaint investigations
• Experience of undertaking complex investigations and producing high quality reports
• Previous NHS experience

Desirable

• Experience of undertaking serious incident investigations

Knowledge and Awareness

Essential

• Knowledge of clinical risk issues
• Knowledge of the NHS complaints procedure and legislation
• Understanding of the principles of root cause analysis techniques

Qualifications

Essential

• Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.

Desirable

• Evidence of a commitment to continuing learning
• Professional registration
• Recognised management or leadership training or equivalent

Personal Attributes

Essential

• Good written, telephone and face to face communication skills especially during emotional situations
• Ability to deal with frequent exposure to highly distressing and emotional circumstances and to determine facts in highly sensitive situations
• Flexible
• Empathetic
• Ability to maintain a calm approach in highly stressful situations

Trust Values

Essential

• Please describe in around 100 words: What Equality & Diversity means to you and why they are important.
• Please describe in around 100 words: How do you ensure you contribute to a well functioning team?

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.

Barnsley Hospital NHS Foundation Trust is committed to promoting equality of opportunity and fair treatment to all applicants.