Lincolnshire Community and Hospitals NHS Group
Clinical Complaints Lead - Band 8a
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An exciting opportunity has arisen to join United Lincolnshire NHS Trust Complaints & PALS Team as a Clinical Complaints Lead.
The team work closely with patients and their families to support resolution for complaints raised, and investigate formal complaints in line with NHS complaints standards.
We are looking for someone with significant experience in Customer Relations (or equivalent role) who has a thorough understanding of the NHS Complaints regulations and national guidelines.
The Team receive a high volume of contact from a variety of stakeholders including service users, senior managers within the organisation, advocacy providers and governing bodies such as the CQC. For this reason we are looking for someone who has excellent communication and interpersonal skills; and an outstanding use of grammar and English language. Due to the nature of the contact we receive the successful candidate must be also be able to work well under pressure, and remain calm and compassionate no matter what the situation.
The successful candidate will handle and manage complaints directly, via all communication channels providing timely, sensitive, and accurate responses that address the issues raised, maintaining a high degree of professionalism and confidentiality throughout the complaint process.
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The successful candidate will engage across the Trust with the Care Group teams to empower the early resolution of patient concerns helping to embed learning and drive improvement.
This role is diverse, stimulating, and offers a unique opportunity to learn in depth about the variety of services provided by the Trust. We are looking for an experienced and enthusiastic member of staff who is eager to improve the service we provide whilst upholding our Trust values.
Lincoln is a thriving university city and with the opening of the medical school, the Trust provides all major specialties and a 24-hour major accident and emergency service.
The Trust has been granted teaching hospital status, after demonstrating evidence to significant teaching commitment. From now on it will be known as United Lincolnshire Teaching Hospitals NHS Trust.
Pilgrim Hospital is situated in beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24-hour major accident and emergency service.
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Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services.
Lincolnshire Community Health Services NHS Trust (LCHS) and United Lincolnshire Hospitals NHS Trust (ULHT) have come together in a Group arrangement, with the goal of improving the care provided to patients across the county.
This will not constitute a formal merger of the two organisations, but will bring the Trusts together under a single Board and Executive Leadership Team, with the goal of improving the care that is provided to patients both in the community and in hospitals across Lincolnshire. Both Trusts will retain their separate statutory names and legal obligations.
The Group will be known as Lincolnshire Community and Hospitals NHS Group (LCHG).
For further details / informal visits contact:
- Name: Bernadine Gallen
- Job title: Head of Clinical Effectiveness & Complaints
- Email address: bernadine.gallen@ulh.nhs.uk
- Telephone number: 07740780837
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