Senior Patients Resolution Officers

Guy's and St Thomas' NHS Foundation Trust; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Guy's and St Thomas' NHS Foundation Trust is seeking 4 Patient Resolution Officers to enhance healthcare quality and safety. The role involves managing complaints, supporting staff, and resolving patient concerns within the Clinical Group. Candidates should be empathetic and proactive, committed to learning and improvement in patient services.

Qualifications

• Caring, empathetic, and proactive in addressing concerns.
• Experience in handling complaints and providing advice.
• Ability to analyze data and compile reports.

Responsibilities

• Manage complaints for clinical groups and facilitate investigations.
• Provide advice on complaint handling and improve processes.
• Support staff in understanding timely responses to concerns.

Skills

Empathy

Communication

Analytical Thinking

Tools

Radar complaints management system

Job description

Do you want to help improve the quality and safety of healthcare services, and the experiences of patients and carers?

Guy’s and St Thomas’ is looking to appoint 4 new people to join our patient resolution service.

Our Patient Resolution Officers will be based in the Clinical Group, working directly with directorate teams and services. Post holders will be expected to work collaboratively with other Complaints Officers across the clinical groups. They will work closely with the Trust’s corporate Patient Resolution Team, who will support with expert advice on the handling of complaints and patient concerns, as required.

Our Patient Resolution Officers will be caring, empathetic and proactive in liaising with patients and services to address concerns, as they come in, and will identify and monitor problem trends, to support learning and improvement. The Patient Resolution Officers will support timely resolution, ensuring people who raise concerns have been heard and understood, and feel that that their complaint has made a difference reflecting the Parliamentary and Health Service Ombudsman’s user-led vision.

Main Duties Will Include

• Managing complaints for the clinical groups including:
• Patient (complainant) and clinical liaison
• Updating the Trust’s complaints management system, Radar
• Providing complaint handling and remedial action advice
• Support the development of improved complaints handling processes, as appropriate
• Facilitating an investigation outcome including;
• Drafting responses to complainants
• Support review of drafts within the clinical
• Coordination of complaint responses group
• Reporting and sharing learning;
• Analyse & interpret data, including trends and themes and compile reports
• Ensure learning is shared, and promote with the directorates ways to prevent recurrence
• Supporting staff;
• Support staff to understand the importance of timely responses to concerns raised
• Identify training needs and where appropriate provide it
  
  

The successful candidates will work within ISM, Cancer and Surgery, Evelina Womens Clinical Group pending discussion prior to appointment.

Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best-known hospitals – Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high-quality care, clinical excellence, research and innovation.

We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.

We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients.

Our values

Our values help us to define and develop our culture, what we do and how we do it. It is important that we all understand and reflect these values in our work. Caring – Ambitious – Inclusive

Our values and behaviours framework describe what it means for every one of us in the Trust to put our values into action. The framework can be found on our Trust jobs pages and our intranet.

For further details / informal visits contact: Name: Melanie Withero Job title: Head of Patient Safety - Quality and Assurance Email address: [e-mail]