Resolution and Complaints Manager

Cambridgeshire Community Services NHS Trust; St. Ives; On-site; GBP 45,000 - 65,000; Full time

Job summary

Cambridgeshire Community Services NHS Trust is seeking an experienced Resolution and Complaints Manager to join the Patient Experience team. The role drives change across the Trust, improving patient experiences through expert management of complaints.

The post holder will lead informal and formal complaints, train staff, ensure timely investigations, and develop reporting with learning shared across the Trust to improve patient care.

Qualifications

• Experience working in NHS or healthcare setting.
• Strong knowledge of NHS complaints legislation, guidance and practice.
• Patient-centred approach to resolving complaints.

Responsibilities

• Lead and manage the resolution and complaints process (informal and formal).
• Liaise with and train managers and staff to enable timely resolution.
• Ensure investigations comply with organisational and national requirements; share learning for improvement.
• Develop and maintain systematic reporting of complaints data and learning for service improvement.

Skills

NHS experience

Complaint handling

Staff training

Data reporting

Job description

We are seeking an enthusiastic and experienced Resolution and Complaints Manager to join our Patient Experience team. This exciting role offers the opportunity to influence change across the Trust and improve patient experiences.

You will have previous NHS or healthcare experience, good knowledge of NHS complaints legislation, guidance and practice, and a strong patient-centred approach.

You Will

• Lead and manage the Trust's resolution and complaints process, including all informal and formal complaints.
• Liaise with, train and support managers and staff to ensure effective and timely resolution.
• Ensure complaints are fully investigated in line with organisational and national requirements, with learning shared across the Trust to drive sustained improvement in patient care.
• Develop and maintain systematic processes for timely reporting of resolution and complaints data, identifying learning and service improvements.
• Work within the Patient Experience Team alongside the Patient Experience and Participation Manager as the overarching complaints management expert.
• Support staff delivering the Patient Advice and Liaison Service (PALS).

The post holder has specific responsibility for the management of the resolution and complaints process within the Trust and will lead on the management of all informal and formal complaints within the Trust.

The post holder will manage, liaise, train and support managers and staff across the Trust, to ensure a seamless resolution process for any informal or formal complaints that are raised against the Trust.

The post holder will ensure that all complaints (informal and formal) are fully investigated in line with organisational and national requirements. They will facilitate the sharing of learning from all complaints across the organisation to ensure sustained change and improvement to patient care.

The post holder will be responsible for producing a systematic process for timely reports around data from complaints and will ensure that learning and service improvement is identified.

This role will be part of the patient experience team and incorporates working with the Patient Experience & Participation Manager and being the overarching expert managing all informal and formal complaints. The role will lead the Patient Experience Advisors who support Patient Advice and Liaison Service (PALS) on a daily basis.

Rated 'Outstanding' by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.

There's one reason why our services are outstanding - and that's our amazing staff who, for the seventh year running, rated us incredibly highly in the national staff survey.

All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.