Senior Complaint Investigations Lead

University Hospitals Sussex NHS Foundation Trust (279); Brighton; Vor Ort; GBP 40.000 - 48.000; Vollzeit

Zusammenfassung

University Hospitals Sussex NHS Foundation Trust (279) is recruiting a Complaint Investigations Manager on a 3-year fixed term contract. The role will lead a caseload of patient complaints, coordinate investigations and draft responses in line with NHS guidelines and the Trust's complaints procedure.

The post requires excellent administrative and communication skills, the ability to work collaboratively across divisions, and a proactive approach to delivering learning and service improvements.

Qualifikationen

• At least two years experience of managing a large caseload of healthcare complaints requiring a formal written response.
• PHSO Complaints Standards training.
• Organised and able to meet timescales whilst managing competing priorities.

Aufgaben

• Work as part of the complaints team to receive patient complaints and ensure investigations are in line with national guidelines and the Trust's complaints procedure.
• Oversee divisions to produce high quality complaint investigation reports and draft responses.
• Co-ordinate responses for complex complaints spanning more than one division.
• Support the implementation of the Trust's Complaints Management policy and ensure compliance is monitored.
• Facilitate local resolution meetings between clinicians, staff, patients and relatives.
• Ensure complaints are handled efficiently, compassionately and with a focus on learning and quality.

Kenntnisse

Organised

Managing challenging situations

Prioritisation

Ausbildung

PHSO Complaints Standards training

Jobbeschreibung

University Hospitals Sussex NHS Foundation Trust (279) is recruiting a Complaint Investigations Manager on a 3-year fixed term contract. The role will lead a caseload of patient complaints, coordinate investigations and draft responses in line with NHS guidelines and the Trust's complaints procedure.

The post requires excellent administrative and communication skills, the ability to work collaboratively across divisions, and a proactive approach to delivering learning and service improvements.