Complaints Co-ordinator

Are you looking for a new challenge? Are you passionate about supporting our patients and their families?

If yes, then this may be the right role for you.

You will have the opportunity to continue to shape this service to ensure that it provides an effective and efficient service to our patients and their families.

• Work alongside the Head of Patient Relations and PALS Co-ordinator to ensure a proactive approach to the management of Complaints enquiries across the Trust, ensuring that learning from Complaints and trend analysis is utilized to make improvements.
• Support senior members of staff across the wards and departments to enable timely and high-quality investigations and responses on behalf of the Chief Executive.
• Be responsible for the day-to-day implementation of the Trust's complaints Policy as well as managing and maintaining your own complaint caseload.
• Supervise and coordinate Complaints Officer’s caseloads under the guidance of the Head of Patient Relations.
• Be responsible for managing all aspects of the complaint response, delegating where appropriate to Complaints Officers.
• Deal with complainants who email, write, or telephone.
• Work within our integrated Quality Department to support the management of the Trust's complaints function, being proactive in the management of complaints and dealing with complaints within statutory requirements and within national and local guidelines.
• In liaison with the Head of Patient Relations, identify potential/actual risks associated with concerns & complaints and liaise with appropriate personnel both within and outside the Trust.
• Continually review the systems in place to improve the efficiency of the service.
• Provide an overview and summaries as requested by the Head of Patient Relations.
• Offer advice to Complaints Officers and the Head of Patient Relations as appropriate.