Complaints Manager (Local Services)

West London NHS Trust; Southall; On-site; GBP 30,000 - 45,000; Full time

Job summary

West London NHS Trust is seeking a qualified professional to enhance patient experience within a large NHS organization. Candidates must demonstrate relevant knowledge and experience, alongside the ability to produce concise reports and collaborate effectively across various clinical disciplines.

Qualifications

• Experience in patient experience processes and regulation.
• Ongoing relevant professional development.
• Experience leading meetings for complex complaints.

Responsibilities

• Analyse and manage patient experience processes.
• Prepare and lead meetings for complex complaint reviews.
• Develop relationships with stakeholders and collaborate across boundaries.

Skills

Analytical skills

Report writing

Collaboration

Proofreading

Stakeholder management

Education

Formal qualification in a related field

Tools

Database use

Excel

Job description

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Detailed job description and main 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

Qualifications and Training

Essential criteria

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

Desirable criteria

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

Experience

Essential criteria

• 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 criteria

• 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 criteria

• 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 criteria

• 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.

As an employee of West London NHS Trust, you have a responsibility to maintain a sound understanding of, and a commitment to uphold the National Health Service values and principles set out in the NHS Constitution.

We reserve the right to close adverts prior to the closing date stated should we receive a high volume of applications.

By applying for this post you are agreeing to West London NHS Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, you will be required to undergo a pre-employment checks which can take between 4-8 weeks . After which your information will also be transferred into the national NHS Electronic Staff Records system (ESR ).

Please ensure you include email addresses for your referees which MUST be at supervisory or managerial capacity covering the last 3 years of employment to date to avoid delay in the recruitment process.

West London NHS Trust is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.

We encourage the thoughtful use of technology as a demonstration of strong time management and a commitment to innovation. However, we encourage applicants to personalise their recruitment application to showcase their unique skills and experiences.

While AI-generated content can be a helpful tool, relying solely on generic responses instead of highlighting your own strengths and achievements may impact the success of your application. The success of an application will always be assessed against the essential and desirable criteria for the role, so it is important to ensure that your application and any supporting information clearly demonstrate how you meet these requirements.

Employer certification / accreditation badges

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

• Candidate Pack (DOCX, 621.7KB)