Incident and Complaints Investigator

Community Ambulance Service; Greater London; Hybrid; GBP 27,000 - 33,000; Full time

Job summary

A healthcare service provider is looking for an Incident and Complaints Investigator to join their team in Greater London. This role involves investigating incidents and complaints, conducting compliance audits, and ensuring patient safety. The ideal candidate will have strong communication and analytical skills, along with experience in complaint and incident management. The position allows for flexible working, with travel expected in the designated region.

Qualifications

• Experience of complaint and incident management including completion of investigations.
• Excellent verbal and written skills.
• Ability to convey distressing information with sensitivity.
• Strong IT and administrative skills with Microsoft Office applications.
• Experience of auditing.

Responsibilities

• Support operational management teams by conducting high-quality investigations on incidents and complaints.
• Deliver the governance compliance agenda at a local level.
• Undertake compliance audits to produce high-quality reports.
• Monitor and interpret national guidelines ensuring compliance with best practices.

Skills

Complaint and incident management experience

Excellent verbal and written skills

Report writing skills

High sensitivity in conveying information

Facilitation and negotiation skills

Ability to work within a multi-professional team

Analytical skills for complex issues

Strong IT skills

Experience of auditing

Tools

Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams)

Job description

Incident and Complaints Investigator

Full time, Monday to Friday, 42.5 hours per week (flexible working considered)

Home based role with travel up to 3 days per week to be expected within your designated region

Region: Greater London

Salary: up to £32,500 dependent upon experience

An exciting opportunity has arisen to join our expanding team at Community Healthcare Partners as an Incident and Complaints Investigator reporting to the Group Head of Customer Experience.

We are in the process of creating a national team of Investigators supported by two Administration Assistants. As one of our Investigators within the Governance Department, you will be responsible for supporting our operational management teams across the country by ensuring high quality investigations are carried out on all incidents and complaints within their area of the business.

We have contracts across the UK therefore, in this role you need to be prepared to travel up to 3 days a week within your designated region with the rest of your week at home or at a local office.

This role requires the successful candidate to investigate often sensitive and sometimes complex cases where things have gone wrong to help put things right and identify learning to prevent future reoccurrences.

To do this, you will collate often complex information, communicating with staff, internal subject matter experts, patients, their carers and families. You will need to work closely with individuals involved in incidents and complaints, external organisations, and stakeholders so you will need the ability to form strong working relationships and possess effective communication skills both written and verbal to be successful in this very varied, challenging but interesting role.

In addition to incident and complaint investigations, the successful candidate will also deliver the governance compliance agenda at a local level to help ensure the safety of the patients who rely upon our service.

You will undertake compliance audits using nationally accepted methodologies to produce high-quality reports accurately reflecting the outcomes of the audits and investigations you complete enabling your findings to be shared. As part of the audit process, you will need to monitor and interpret national guidelines and ensure that business procedures and practice comply with or exceed best practice ensuring the continued safety of those who rely upon our service.

Key skills/ qualifications needed for this role

• Experience of complaint and incident management including completion of investigations.
• Excellent verbal and written skills.
• Report writing skills.
• Ability to convey, with high levels of sensitivity and understanding, distressing information to staff, patients, and carers.
• Facilitation, negotiation, and influencing skills to manage and de-escalate potentially difficult and challenging situations.
• Ability to work within a multi-professional team and to develop team working.
• Ability to analyse highly complex clinical issues/problems, identify necessary action, making recommendations and following these through.
• Strong IT and administrative skills with extensive experience in Microsoft Office applications such as Outlook, Word, Excel, PowerPoint, and Teams.
• Experience of auditing.

Desirable

• Root cause analysis investigation.
• Experience of patient safety investigations using Patient Safety Incident Response Framework (PSIRF)
• Audit methodologies.
• Safeguarding experience: Adult, young people, and children.
• Experience of working in a healthcare setting.
• Quality improvement methodologies.