Complaints jobs in United Kingdom

The first point of contact for patients, their families, carers and members of the public and must demonstrate a high level of interpersonal skills. Possess excellent listening and interpersonal skills including the ability to effectively manage relationships internally and externally, demonstrate empathy, impartiality and tact when dealing with emails or calls from patients or their representatives. Need to be able to communicate information with tact, diplomacy and understanding. Must have good listening skills and an awareness of the need for discretion and confidentiality. Outstanding organisational and time management skills, and the ability to manage competing priorities against tight deadlines. You will advise staff and the public as appropriate on the resolution and complaints process, signposting to correct staff/organisations, and making judgments to ensure an appropriate outcome. You should have proven ability to communicate effectively at all levels.

Applicants should have:

1. Previous experience in a similar role, preferably in the NHS
2. Current knowledge of issues affecting the provision of healthcare services
3. Experience of using DATIX system, or similar
4. Use of Microsoft Office Applications, particularly Word, PowerPoint and Outlook
5. Due to the sensitive nature of the role, applicants should have experience of managing sensitive issues within hostile or emotional situations.

Promote the Whittington Health promise of improving patient experience, to work in an open and transparent way, always treating patients, their families and carers with respect and dignity, and to be committed to helping service users, their families and carers access the services they need. Communicate effectively with the public and staff at all levels to immediately resolve issues where possible and formalise into complaints where necessary. Provide front line advice and support, meeting people face to face and discussing their concerns and finding solutions wherever possible including fulfilling reception duties.

Adhere to the ability to respond to requests for and provide good quality, accurate information and advice for patients and users, including feedback about comments, concerns, compliments and complaints related to services which the Trust provides or signposting to external agencies. Act as a facilitator in relation to concerns of patients, their carers and families and negotiate a resolution of issues as speedily as possible. Assist and respond appropriately to complainants, both on the telephone, via email and those visiting the PALS, in a friendly, tactful, compassionate and discreet manner. Advise patients on options for addressing their complaint and encourage local resolution and remedial action from complaints, comments, concerns and compliments, including facilitating meetings with managers or clinical leads as appropriate. Respond to emotionally demanding situations, including handling unpredictable aggressive behaviour, to ensure service improvements and learning from feedback. Provide drop-in services and outreach work across Trust sites as required.

Manage PALS and Complaints to ensure all correspondence is acknowledged within three working days and that patients or advocates are kept informed. Ensure queries/complaints are progressed promptly and that statutory and locally agreed procedures are observed. Ensure written responses meet Trust standards before sign-off by the appropriate Director, and that actions are recorded and communicated to complainants as appropriate. Build and maintain relationships with staff, stakeholders, service user groups and the local community.

Dealing with information and data: utilise the Datix database to document concerns and complaints, keep records up to date, maintain filing/indexing systems, collate compliments, and assist in producing reports for the ICSUs, Patient Experience Committee, Patient Safety & Quality Committee and other bodies. Work with other Datix users to ensure consistent coding and information collation.

Essential

• Experience of working with diverse groups of people who can be angry, emotional or exhibiting challenging behaviours
• Experience of working with the general public/clients in a customer service or advisory capacity
• Experience in handling queries, concerns, complaints and compliments

Desirable

• Use of Microsoft Office suite
• Knowledge & use of Datix database
• Good working knowledge of the NHS Complaints policy & PALS function

Essential

• Evidence of being a team player
• Ability to keep calm
• Ability to be proactive and solution focused

Essential

• Educated to degree level or equivalent experience

Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a Disclosure to the DBS is required. Certificate of Sponsorship may be considered for eligible applicants. For further information see the UK Visas and Immigration website.

Whittington Hospital NHS Trust

Whittington Hospital, London, N19 5NF