Complaints Investigator ACMHS

Hertfordshire Partnership University NHS Foundation Trust (HPFT); Hatfield; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading mental health trust in the UK is seeking a Complaints Investigator to manage concerns raised by service users and improve care. This role requires excellent communication skills and an eye for detail, with responsibilities including investigating complaints, coordinating meetings, and data management. Join a prestigious organisation dedicated to high-quality mental health services and support professional growth.

Qualifications

• An enquiring nature and passion for improving care.
• Ability to investigate concerns and communicate effectively.
• Expertise in using computer equipment and software packages.

Responsibilities

• Investigate concerns brought to the Trust and communicate responses.
• Organise and coordinate relevant meetings.
• Ensure accurate data entry and participate in training.

Skills

Communication skills

Attention to detail

Knowledge of mental health services

Job description

This is a great opportunity to get involved with patient experience and will appeal to those who have an eye for detail, an enquiring nature, great communication skills, and a passion for improving care. This role sits very centrally in our leadership teams.

The Complaints Investigator Will

• Formally investigate concerns brought to the attention of the Trust, ensuring that all facts are considered, and to communicate the response in a timely and sensitive manner in line with policy.
• Organise / co-ordinate / attend relevant meetings, representing complaints and disseminating information, as appropriate.
• Ensure that data is entered accurately, in accordance with agreed deadlines;
• Participate in training about legislation or changes in practice which influence the work within the team in relation to complaints, cascading information and training as necessary.
• Act as an expert resource in the use of computer equipment and software packages, in liaison with IT Department, e.g. developing spreadsheets and databases and preparing presentations and reports as required.
• Have sufficient knowledge of and able to advise service users on principal issues in delivery of mental health services.

Complaints Investigator

• Facilitates high quality and professional Complaints function for service users, carers and others who are expressing concerns and complaints relating to ACMH services provided by HPFT, considering: the needs of service users, carers and the public.
• The national standards and statutory procedures for Complaints.
• To contact complainants to discuss their concerns, understand the issues, investigate and draft a timely response letter to the… works closely with Service Line Leads, Team Managers and Clinical.
• Provides support to team members in administration of Complaints management, data reporting and recording, management of information and… Supports Local Team with the complaints process to ensure that complaints and concerns are investigated and responded to appropriately, and lessons learned so that there is continuous improvement of services.

Hertfordshire Partnership University NHS Foundation Trust (HPFT) is an outstanding organisation with ambitions to match. We are one of just five mental health trusts to achieve an overall rating of ‘Outstanding’ from the Care Quality Commission, and our aim is to be the leading provider of mental health and specialist learning disability services in the country.

Our family of over 4000 members of staff provide health and social care for over 400,000 people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, and Norfolk, delivering these services within the community and several inpatient settings. We also deliver a range of nationally commissioned specialist services including Tier 4 services for children and young people, perinatal services, plus medium and low secure learning disabilities services.

Our Trust Values Are

Welcoming. Kind. Positive. Respectful. Professional.

These values are at the core of who we are, everything we do, and how we do it!

Would you like to be part of the HPFT family? Would you like work with us to ensure our service users live the fullest lives possible they can? Would you like to be supported in your career to be the best that you can be?