Pennine Care NHS Foundation Trust
Senior Complaints Officer
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We're seeking a new member of our Trust's PALS & Complaints Team who wants to make an impact on the lives of those that use our services and improve the systems within which our colleagues work.
Role Overview
The Senior Complaints Officer will coordinate our Trust's response to concerns and complaints raised by those that use our services. Through all their work, they will display our Trust values and support us to achieve our strategic ambition of listening to improve.
They will be a key member of our PALS & Complaints Team, working in a way that resolves concerns and complaints for the person raising them and that results in service improvements for our organisation.
Key Responsibilities
- Engage with the person raising the complaint to agree the issues to be responded to and outcome sought.
- Prepare the case for investigation, reviewing investigation reports and drafting of our Trust’s response based on the investigation findings.
- Contribute to developments in concern and complaints handling processes, the team’s function and deliver training to staff.
- To co-ordinate administration of complaints received by our Trust.
- To receive and ensure appropriate response to complaints and concerns made to our Trust; accessing advice, input and support from the PALS & Complaints Manager as required. This will include engaging with people raising concerns regarding complex matters and who may be challenging or distressed and require coordination with clinical services within the Trust.
- To work with the investigator/s assigned to cases and other members of the PALS & Complaints Department and quality governance colleagues.
- To engage with people raising concerns and complaints and negotiate ways forward to facilitate resolution. This will include identifying concerns that can be addressed via our Early Resolution process and coordinate the response to such concerns.
- To be willing to travel to and work from other Trust sites to meet with staff and people raising concerns.
- To act as a point of information and advice for Trust colleagues on all aspects of the complaints handling process and policy.
- Contribute to the delivery of training to all grades of staff, related to complaints handling.
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About Us
We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.
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Our vision is for a happier and more hopeful life for everyone in our communities and our staff work hard to deliver the very best care for the people who use our services. We’re really proud of our #PennineCarePeople and do everything we can to make sure we’re a great place to work.
Equality and Diversity
All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post. We would also encourage applications from individuals with a lived experience of mental illness, either individually or as a carer.
Contact Information
For further details / informal visits contact:
- Name: Ben Woffenden
- Job Title: Head of Patient & Carer Experience & Engagement
- Email Address: ben.woffenden@nhs.net
- Telephone Number: 07912 455385
We want to support candidates to submit their strongest applications. If you have any questions about the role or our Trust, please do get in touch.
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