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Band 7 - Complaints Manager, Complaints Department | West Hertfordshire Teaching Hospitals NHS Trust

Posting date:	30 May 2024
Salary:	Not specified
Additional salary information:	£45,753 - £52,067 pa inc HCA
Hours:	Full time
Closing date:	29 June 2024
Location:	Watford, WD18 0HB
Company:	West Hertfordshire Hospitals NHS Trust
Job type:	Contract
Job reference:	6355659/360-E-8302

Summary

We are seeking to recruit an experienced, enthusiastic, and highly motivated individual to join the Trust as Complaints Manager and who will be responsible for all operations of the Trust’s Complaints team.
Leading a team of established Complaints Investigators and Advisors, the post holder will be responsible for ensuring timely investigation and resolution of formal complaints received, consistently delivering a quality service as an integral part of the Trust’s commitment to improving patient experience and services, in accordance with the Trust’s core values and Policies & Procedures.
We are looking for a candidate with knowledge and practical experience of complaints/resolution management and its processes, together with a proven understanding of conflict resolution, mediation, and negotiation in the context of complaints management and investigation, ideally within another NHS acute Trust.
The post is for 37.5 hours per week (to cover maternity leave)
Based at Watford General Hospital.
For an informal discussion and further details, please contact: Shafia Ghaus on (01923) 217740

The post holder will oversee and manage all aspects of Complaints resolution, in line with the NHS and Trusts Complaints Policy and in accordance with the Trust’s core values.

To proactively appraise and triage all new incoming complaints received and put into place processes to ensure complaints are captured, ensuring these are allocated to the most appropriate Complaints Investigator/advisor.

Promote and facilitate the early resolution of complaints and concerns, ensuring the identification of complainant’s underlying concerns to achieve resolution at an early stage.

Ensure that responses and outcomes are patient focused at all times.

Critically appraise complaint cases to ensure that quality issues are identified, and managed, potential serious incidents are appropriately flagged and ensure that investigations are thorough, transparent and open.

Ensure responses by the Complaints team and investigators of complaints and concerns are appropriate and done in a timely manner.

Review all investigation responses and final response letters received for signature by the Chief Executive, ensuring that they are factually accurate, honest and include all relevant information.

There has never been a more exciting time to join West Hertfordshire Teaching Hospitals NHS Trust!

Major redevelopment works are planned as part of the New Hospital Programme. These will be most dramatic at Watford General Hospital where up to 90% of buildings will be new.

The trust has recently gained ‘teaching hospital’ status which reflects the dedicated work of many teams and individuals who have set the standard for delivering high quality training, learning and education at all levels of the workforce.


We are a flexible working employer

At West Herts we recognise the importance of a good work life balance and the ability to work flexibly. We are delighted to offer a variety of flexible working options for all staff. Please check out our web page for more information.


https://www.westhertshospitals.nhs.uk/flexibleworking/


We encourage and welcome people with disabilities. If you need help, please ask.

We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment.

If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.

In this challenging post, you will be responsible for the daily management of a complaints team, overseeing the receipt and investigation of all formal complaints, ensuring that these are completed within the required timescales, root causes established, learning identified and shared in order to make recommendations for quality improvements within the Trusts operational services.
In your role you will be responsible for the timely completion of reports as part of the Trusts assurance and review processes and be able to analyse trends and themes of complaints, presenting these at all levels up to and including Trust Board.
The role requires the post holder to be able to develop and maintain excellent relationships while working closely with the Trust’s divisions, departments and Executive team, as well as external key stakeholders/partners, including Healthwatch and the Parliamentary Health Service Ombudsman (PHSO) across a wide range of often complex and challenging complaint investigations


This advert closes on Thursday 13 Jun 2024