Role Overview

This role is a 3 year fixed term contract for external applicants; successful internal applicants (already employed by UHSussex) will be offered a 3 year secondment.

UHSussex is one of the largest acute NHS trusts in the south of England, serving a population of around 1.8 million people across Brighton and Hove, West Sussex, and parts of East Sussex.

Role Responsibilities

The postholder will prioritise and manage their own caseload of complaints and family meetings, and will be responsible for the implementation of the complaints process, following the Trust's policies on responding to concerns.

This will include working closely with the clinical divisions to ensure the necessary clinical and operational information is received and actions undertaken in a timely way, and that patients have a positive experience and resolution of their concerns.

• To work as part of the complaints team, and with the Trust’s divisions to receive patient complaints and ensure, in collaboration with relevant staff, that they are investigated in accordance with national guidelines and the Trust’s own complaints procedure.
• To oversee and support the divisions to produce high quality complaint investigation reports and draft responses.
• To co-ordinate the responses for complex complaints that span more than one division.
• To support the effective implementation of the Trust’s Complaints Management policy and processes and ensure that compliance is monitored and reported, gaps in compliance identified and appropriate actions and mitigations are developed.
• To facilitate local resolution meetings between clinicians, hospital staff, patients and their relatives.
• Ensuring complaints are responding to efficiently, appropriately, compassionately and collaboratively with a focus on learning and meeting the Trust’s standards for complaints responsiveness and quality.