Non Clinical - Complaints Case Manager

  • Department Complaints
  • Salary £32,306.00 – £39,027 per annum
  • Closing Date 27/01/2022
  • Location The Royal Shrewsbury Hospital
  • Grade NHS AfC: Band 6
  • Job ref 223-CCM-1050
  • Pension NHS Pension
  • Holidays Generous Holiday Allowance
  • NHS discount Eligible for NHS Discounts
  • Contract Permanent
  • Hours Full time - 37.5 hours per week

Job overview

Are you seeking a change of role where you can have a positive impact upon the patient experience and where no two days are the same?  If so, then this may be the role for you.  The Patient Services team provides an accessible and responsive complaints service, ensuring that all complaints are fully investigated, and used to improve the care we deliver.  In this challenging post, you will join a team that aims to resolve complaints, and uses the feedback obtained to influence and improve the patient experience. Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives and staff to ensure that complaints are investigated and improvement is embedded.  

The postholder will be responsible for managing a caseload of formal complaints, in line with national and local policy, ensuring that all elements are fully investigated and responded to.  The postholder will be the main point for the complainant, and will support them through the process as needed.  In addition the postholder will be expected to support as needed with meetings, and will work with clinical colleagues to ensure that learning from complaints is embedded.  

Main duties of the job

  • Responsible for the management of a caseload of formal complaints in line with national and local policy
  • To analyse all complaints on receipt identifying key issues for investigation
  • To negotiate with the complainant and agree the issues that require investigation, the desired outcomes and the timescale for investigation
  • Undertake investigations of all formal complaints, some of which are highly complex, ensuring that the investigation is fair, thorough and proportionate to the complexity of the complaint
  • Monitor the progress of complaint investigations within the caseload ensuring that all deadlines are met.  To identify problems at an early stage and ensure that complainants are informed of the progress at each stage of the process
  • Draft letters in response to formal complaints of mixed complexity, on behalf of the Chief Executive, interpreting information obtained during the investigation process.  Ensure the accuracy of information, that all issues raised by the complainant are addressed in full and that information is written in a language that the reader can understand.  Communicate sensitive or contentious information with tact, diplomacy and understanding
  • Working collaboratively with Divisions, monitor the progress of action plans arising from complaints and ensure that lessons are learned

Working for our organisation

We are seeking to appoint a committed and energetic individual who has the right values and behaviours to join our team. This individual must be enthusiastic, motivated, showing sensitivity and tact and able to demonstrate excellent communication and interpersonal skills. Educated to degree level (or equivalent) you should be able to demonstrate an ability to manage conflict, mediate between parties to resolve problems and work with people from a diverse range of backgrounds. In addition to helping others, you will benefit from this excellent opportunity to develop your skills which will support your career progression. 

The Government has formally announced that it intends to introduce regulations that will require any individuals employed by the NHS where their role involves patient contact, to be fully vaccinated (1st and 2nd dose) against COVID-19 by 1st April 2022.  To achieve this the successful applicant must have had their 1st COVID-19 vaccination by 3rd February 2022. Therefore, full COVID-19 vaccination will be a condition of employment unless an individual is medically exempt. We will ask for proof of vaccination during the recruitment process.

Detailed job description and main responsibilities

For full duties and responsibilities please refer to the attached document entitled Job Description.

The well-being of our staff is of the upmost importance to us.  If you are offered a role at our Trust, and fall into the increased and higher risk categories as set out by Public Health England (PHE) and NHSI/E, your line manager will complete an risk assessment with you.  This will be completed in conjunction with the latest guidance from Public Health England in relation to Covid-19.

By submitting your application to Trac, you are giving your consent for parts of your application data to be transferred to the NHS Electronic Staff Record (ESR) and other secure, internal NHS Workforce systems. This is to support and manage your recruitment and employment within your employing organisation. 

If successful, by completing the NHS Jobs application form you authorise the Trust to obtain any previous NHS service details including all electronically held sickness information, via the Inter Authority Transfer process on the national ESR.

If the role requires a qualification/professional registration, you will need to provide proof during the recruitment process. By submitting your application you are giving the Trust permission to check the qualification certificates provided back to the source provider. Please note that a sample of all applicant’s qualifications will be checked with the educational institution or provider.

In the event of a high response to this advertisement, this post will be closed. Early applications are advised.
 
Unfortunately we do not accept CVs or keep them on file. If you are unable to apply online please contact the person named in the advertisement for the post you are interested in.
 
We are committed to offering an interview to all applicants with a disability who meet the minimum criteria for the above position and will support reasonable adjustments wherever possible.  In addition, whilst all applicants will be judged on merit alone, we particularly welcome applications from candidates who are male, from black and minority ethnic backgrounds or who have a disability, as these are currently under-represented in our workforce.
 
We are committed to equal opportunities in employment. The policies and practices of the Trust aim to promote an environment that is free from all forms of unlawful or unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly, flexibly and with dignity and respect.

Thank you for your interest in The Shrewsbury and Telford Hospital NHS Trust, we look forward to receiving your application for employment.

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