Complaints Officer - B5

NHS Jobs; Chelmsford; On-site; GBP 32,000 - 46,000; Full time

Job summary

The Essex Integrated Care Board (ICB) is seeking a Complaints Officer to support efficient complaints handling across the system. The role acts as an administrator and facilitator for patient experience, escalates issues for speedy resolution, and works with partners to improve responsiveness in line with NHS standards.

You will manage data, contribute to governance reporting, and help deliver the ICB’s shift toward prevention, community care, and digital improvement, while maintaining quality,

Qualifications

• Experience in complaints management or patient experience.
• Ability to analyse data and present insights clearly.
• Experience supporting governance and reporting requirements.

Responsibilities

• Deliver and support the complaints management process.
• Develop and implement policy related to complaints handling.
• Coordinate meetings, capture minutes and actions, and report on progress.

Skills

Policy development

Data analysis

Reporting

Project planning

Stakeholder engagement

Communication

Tools

Datix CloudIQ

Microsoft Word

Microsoft Excel

PowerPoint

Job description

ROLE PURPOSE / SUMMARY

The Essex Integrated Care Board (ICB) is a new organisation formed through the consolidation of three ICB areas in response to the NHSs ambition to deliver a more streamlined, strategic and cost-effective model of health commissioning. The ICB will oversee the commissioning of care for the approximately 2 million people who live in Essex. Operating within a reduced running cost envelope and aligned to the new requirements of ICBs in England, the ICB will focus on improving population health outcomes, health equity and smarter resource allocation. The Complaints Officer role is in place to support the Complaints Clinical Officer and the ICB to deliver a safe and effective complaints process as per the NHS Complaints Standards 2022. The role will act as an administrator and facilitator for complaints handling, as well as operating an integrated system that handles all aspects of patient experience, including compliments, concerns, comments and complaints about the services commissioned by the ICB, escalating issues early for speedy resolution. The Complaints Officer is expected to effectively communicate with a broad range of stakeholders, patients, carers and relatives, ensuring that all contacts are received and responded to in a professional, courteous and timely manner, and in accordance with regulations and ICB operating procedures. The Complaints Officer will work with Call EEAST and members of the ICB and wider system partners to ensure that complaints and concerns are resolved in line with national regulations. As the ICB transitions to become a leaner, more focused strategic commissioning organisation the post holder will be expected to support the Complaints and Patient Experience Manager in delivering on the three fundamental shifts set out in the NHS 10-year plan: From Treatment to Prevention: Embedding preventative, personalised and population based approaches to commissioning. From Hospital to Community: Championing care model redesign that supports community and neighbourhood health. From Analogue to Digital: Enabling clinically driven transformation through digital innovation, data analytics and evidence based improvement.

KEY DUTIES AND RESPONSIBILITIES

To deliver on the job description set out above, the job holder will be expected to deliver on the requirements set out below: Policy and service development Support implementation of policy and / or service developments related to complaints management. Support team to ensure compliance with relevant ICB policies Completes surveys or evaluations to support policy implementation Strategy and analysis Understanding of complex data relating to complaints management Helps present insights and reports, drawing on complex data, that can be used to inform decision making and delivery Use of data and insight to contribute to reporting, including performance management, financial and quality reporting against agreed contractual or project deliverables Planning and organisation Support development and delivery of project plans relating to complaints management, helping develop effective arrangements to support governance, risk management, escalations and reporting Support coordination of meetings and events to support delivery of project plans Capturing effective minutes, actions and decisions from meetings and events Manage competing priorities, prioritizing own resources to effectively deliver agreed tasks or projects Ensure accurate reporting and records management Communications and Partnerships Work collaboratively, modelling inclusive, respectful and compassionate behaviours Supports development of high quality written and verbal briefings Build strong, trust-based relationships across the ICB as needed Supports effective engagement with patients and the public as required Work effectively in multi-disciplinary teams to help deliver agreed projects / manage directorate Effective management of complex, sensitive and challenging information Financial and resource management Supports delivery of budget for complaints management, including effective reporting as required Supports procurement of relevant services Team management and capability building Supports wider understanding of projects across the ICB and system Able to influence in order to deliver effectively through others Support the effective transition of relevant functions to new portfolios within or beyond the ICB to support the new NHS operating model, in line with the requirements of the Model ICB Blueprint Work collaboratively with system partners to facilitate transitional arrangements Maintain a focus on quality, safety and affordability during transition Supporting effective Information Asset Management for the team Other Use initiative and work independently as needed to deliver on requirements of the role Primarily desk-based work that requires use of visual display units, focused concentration and frequent participation in on-line or in person meetings Able to use software required to develop report, including ability to deliver high quality documents through Microsoft suite (word, power point, excel) and a comprehensive understanding of the Datix CloudIQ complaints management module Flexibility and evolving responsibilities As the ICB continues to evolve, portfolios may be subject to change to reflect the needs of the organization, the health and care system and national policy direction. This may include adjustments to areas of responsibility or realignment of reporting structures.

KEY RELATIONSHIPS

The post holder will need to build constructive relationships with partners from across the health and care system. Key relationships will be with: ICB senior leaders Team members Information Governance Team HR business partners Business Managers System partners