Band 6 Complaints Manager

Job Description

NHS Complaints Manager Location: BirminghamJob Type: TemporaryDuration of booking: Expected to last up to 3 monthsProposed start date: ASAPSector: HealthcareBase: HospitalBand: 6Pay Rates: £17.00-£21.50 paye inclusive of holiday pay per hour depending on skill and experience*Please note our client only allows direct engagement and therefore, the successful candidate will be paid paye inclusive of holiday payWorking Days and Hours: Monday to Friday, 9am to 5pm, 37.5 hoursTravelling for work purposes: Needed to across site meetings in BirminghamDuties

• To be a key member of the Patient Relations management team, supporting the Head of Patient Relations and Deputy Director of Patient Experience in the implementation of the Trusts Patient Experience Strategy.
• To work closely with the other Divisional Patient Relations managers and the Head of Patient Relations to ensure a consistent, high quality service is delivered to internal and external users of the service.
• To have an in depth understanding of the complaints regulations and the Trusts Patient Relations policy and procedures in order to provide appropriate advice.
• Ensure that complaints for their allocated division(s) are dealt with appropriately, effectively and in line with Patient Relations policy and procedures.
• To ensure complaints for their allocated division(s) are acknowledged, triaged, allocated and managed in accordance with the complaints timeline to ensure that complaints KPIs are regularly met.
• To ensure monitoring of compliance with and reporting of complaints KPIs for their allocated division(s).
• Maintain and monitor the quality of data entry to the Complaints Datix database for their allocated division(s).
• To take responsibility for the management of highly complex, sensitive complaints within their division, which may involve frequent contacts with patients or members of the public who may be displaying a challenging range of behaviours in highly distressingand emotional situation.
• To manage a discrete caseload of complex/serious complaints within their allocated division(s) and to act as principal point of contact for complex complaints queries from divisional and complaints colleagues for their allocated division(s).
• Exercise judgment and analytic skills when scrutinising correspondence/ complaints for any serious issues that need to be escalated or reported to risk in line with the Patient Relations procedures, and provide advice to staff on the same.
• To ensure that complaints correspondence for their allocated division(s) is highlighted to other teams for action as necessary, e.g. risk, communications, legal, safeguarding etc.
• To ensure the independence of complaints investigations for their allocated division(s).
• To provide quality assurance review of complaints responses within their allocated divisional team(s).
• To ensure learning and actions from complaints are identified, recorded, monitored and completed for their allocated division(s).
• To ensure the timely production and delivery of reports to meet the Trusts needs and present reports at meetings as required.
• Analyse and interpret complaints data for their allocated division(s) to identify trends, strengths and opportunities for improvement (in collaboration with the Head of Patient Relations).
• To facilitate local resolution meetings with complainants in complex and/or challenging cases.
• To build and maintain good working relationships with advocacy services in order to best signpost and support patients, families and carers.

• To contribute to the continuous improvement of the service.
• Provide advice and support to frontline staff and divisional management relating to the Complaints service for their allocated division(s).
• From Complaints data analysis for their allocated division(s), make recommendations for the Trusts patient experience priorities for action and ensure these are brought to the attention of the Head of Patient Relations, including highlighting any specifichot spots/areas/wards/departments.
• To provide training around complaints management to Complaints and divisional colleagues.
• Within the context of the role, support the development and implementation of policies, procedures and protocols to support the Trusts strategic aims and to comply with national policy and guidelines.
• As operational lead for their allocated division(s), provide specialist advice to teams and departments.
• Be responsible for the recruitment, training, development, appraisal and management of staff within their divisional Complaints team in line with Trust policies and procedures.
• To support the development and implementation of internal procedures to ensure efficiency of the Complaints services.
• To assist the Head of Patient Relations in the development and maintenance of a Patient Relations assurance framework.
• Continuously develop skills and knowledge for service areas, including monitoring legislation and best practice.

Keyskills :
AdministrativeData EntryNHSSafeguardingComplaints Manager