Complaints Manager (Local Services)

TouchConsult; England; On-site; GBP 51,000 - 59,000; Full time

Job summary

Une entreprise de soins de santé dynamique recherche un Complaints Manager pour gérer et développer les procédures de gestion des plaintes au sein de la Trusted NHS. Ce poste clé impliquera le traitement des plaintes, la collaboration avec des équipes pluridisciplinaires, et l'assurance que les normes de qualité sont respectées.

Qualifications

• Expérience dans un rôle similaire au sein d'une organisation de santé.
• Compétences avérées en rédaction de rapports et en gestion de plaintes.
• Capacité à représenter efficacement des problèmes complexes.

Responsibilities

• Gérer le processus de traitement des plaintes dans le respect des cibles nationales.
• Analyser les plaintes et rédiger des réponses appropriées.
• Collaborer avec les équipes cliniques pour résoudre les problèmes.

Skills

Analyse des plaintes

Gestion des conflits

Collaboration interprofessionnelle

Education

Qualification professionnelle pertinente

Tools

Systèmes de gestion des cas

Excel

Job description

Job Summary

To manage and continuously develop the borough and/or service line Complaints Procedures as directed by the Head of Patient Experience and, in accordance with Trust requirements, act as the designated Complaints Manager for the designated boroughs/services supported.

To manage the performance of the Complaints processes within the agreed boroughs/services, including supporting the Quality & Safety Manager (s), Clinical Governance Lead(s) and Governance Administrator(s)f when required, in relation to informal complaints and the Datix feedback module

To support the nominated borough and/or clinical service lines to deliver and meet the West London NHS Trust Clinical Strategy; Quality Priorities; clinical governance strategy, related policies and statutory expectations.

Manage the handling of all informal concerns/feedback enquiries, and formal complaints received relating to the borough(s)/service(s) supported, in accordance with the Trust's Complaints Procedure to ensure compliance with local and national targets

Monitor the devolved complaints handling process within the borough(s)/service(s) and the local resolution of complaints and concerns, both through the service lines and those raised via PALS (or equivalent).

Main duties of the job

Manage the handling of informal and formal complaints received relating to the agreed borough(s) service line(s), in accordance with the Trust's Complaints Procedure and ensure compliance with national targets

Monitor the devolved complaints handling process within the borough and service lines and the local resolution of complaints and concerns, both through the service lines and those raised via PALS (or equivalent).

Take a pro-active part in investigating in-scope feedback or complaints, analysing letters of feedback/complaint and the main points of issues, undertaking investigations and reviews as appropriate, writing responses, assessing the adequacy of investigation and potential learning points.

Ensure that all complaint related policies and procedures applicable are robust and current and reflect local and national initiatives, legislation and healthcare priorities, and as directed by the Head of Patient Experience.

Support the Quality and Patient Safety Manager(s) to ensure that the quality of work relating to feedback/complaint responses and reviews is to a high standard and, where appropriate, learning is appropriately disseminated throughout the organisation.

About Us

West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.

Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m.

The Trust is rated as 'Good' overallby the Care Quality Commission. Forensic services are rated as 'Outstanding'.

The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative

Details

Date posted

02 July 2025

Pay scheme

Agenda for change

Band

Band 7

Salary

£51,883 to £58,544 a year per annum inclusive

Contract

Permanent

Working pattern

Full-time

Reference number

222-CORP-944

Job locations

Trust HQ

Southall

UB2 4SD

Job Description

Job responsibilities

The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Job Description

Job responsibilities

The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Person Specification

Essential

Qualifications and Training

• Relevant professional knowledge and experience of patient experience processes and regulation.
• Evidence of on-going relevant professional development
  
  

Desirable

• Formal Qualification in a directly related field.
• Report writing training.
• Clinical qualification
  
  

Experience

Essential

• Demonstrable experience relating to patient experience in a large NHS (or similar) organisation
• Experience of preparing and leading meetings for the review of complex complaints and their outcomes
• Experience of working collaboratively across professional boundaries and with external agencies
  
  

Desirable

• Experience of implementing change in practices and procedures
• Sound understanding of the health and social care landscape, and the place of patient/carer experience within this
  
  

Knowledge/skills

Essential

• Proven ability to use knowledge and experience to analyse complex issues/data through audit
• Demonstrable ability to produce high quality concise reports and narratives, often within a tight timescale.
• Demonstrable ability to accurately proofread, edit and revise complex and/or clinical written information for the lay reader.
• Proven ability to work collaboratively with clinical colleagues from a wide variety of disciplines.
• Proven understanding of statutory and mandatory responsibilities regarding patient experience and complaints management.
• Proven ability to develop effective relationships with key stakeholders, both internal and external.
  
  

Desirable

• Knowledge of quality improvement and assurance principles and processes relevant to healthcare settings.
• Proven ability to collate information from various sources and to summarise such information concisely using SPC Charts.
• Proven computer literacy skills in database use such as case management systems, excel.
  
  

Person Specification

Essential

• Proven ability to use knowledge and experience to analyse complex issues/data through audit
• Demonstrable ability to produce high quality concise reports and narratives, often within a tight timescale.
• Demonstrable ability to accurately proofread, edit and revise complex and/or clinical written information for the lay reader.
• Proven ability to work collaboratively with clinical colleagues from a wide variety of disciplines.
• Proven understanding of statutory and mandatory responsibilities regarding patient experience and complaints management.
• Proven ability to develop effective relationships with key stakeholders, both internal and external.
  
  

Desirable

• Knowledge of quality improvement and assurance principles and processes relevant to healthcare settings.
• Proven ability to collate information from various sources and to summarise such information concisely using SPC Charts.
• Proven computer literacy skills in database use such as case management systems, excel.
  
  

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.

Employer details

Employer name

West London NHS Trust

Address

Trust HQ

Southall

UB2 4SD

Employer's website

https://www.westlondon.nhs.uk (Opens in a new tab)

Employer details

Employer name

West London NHS Trust

Address

Trust HQ

Southall

UB2 4SD

Employer's website

https://www.westlondon.nhs.uk (Opens in a new tab)

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