Senior Manager, Listening to People & Patient Feedback

Welsh Ambulance Services; Bangor; Sur place; GBP 45 000 - 62 000; Plein temps

Résumé du poste

The Listening to People Manager is a senior leadership role within the Clinical Quality Directorate of the Welsh Ambulance Services University NHS Trust. You will lead an efficient complaints service, ensuring patients and families remain at the centre, and that investigations and responses meet national standards.

You will provide specialist advice on policy and legislation, oversee investigations, and build trusted relationships with internal teams, external partners and citizen voice bodies

Qualifications

• Experience of delivering high quality complaints services.
• Experience in leading family meetings.
• Experience collaborating with external stakeholders to ensure timely, quality assured responses.
• Active participation in service improvement and effectiveness.
• Leading and managing change / improvement projects.

Responsabilités

• Lead and deliver an efficient and effective complaints service in line with Trust policy and national requirements.
• Oversee monitoring of complaints and feedback with detailed quality reports to local/corporate levels.
• Lead further development of complaint services and embed the Once for Wales Concerns Management solution.

Connaissances

Experience delivering complaints

Leading family meetings

External stakeholder collaboration

Service improvement

Change/improvement projects

Formation

Bachelor’s degree or equivalent experience

Specialist knowledge of complaints processes

Knowledge of legal/regulatory parameters

Description du poste

The Listening to People Manager is a senior leadership role within the Clinical Quality Directorate of the Welsh Ambulance Services University NHS Trust. You will lead an efficient complaints service, ensuring patients and families remain at the centre, and that investigations and responses meet national standards.

You will provide specialist advice on policy and legislation, oversee investigations, and build trusted relationships with internal teams, external partners and citizen voice bodies