Complaints, Claims and Inquests Co-ordinator | Norfolk Community Health and Care NHS Trust
| Posting date: | 04 July 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £25,147 - £27,596 per annum pro rata |
| Hours: | Part time |
| Closing date: | 03 August 2024 |
| Location: | Norwich, NR2 3TU |
| Company: | Norfolk Community Health and Care NHS Trust |
| Job type: | Permanent |
| Job reference: | 6447366/839-6447366-PG |
Summary
This is an exciting opportunity to join the Trust's Lived Experience Team. The successful candidate will support the day-to-day administration and management of the process for complaints, claims and inquests.
This role requires excellent administrative, verbal and written communication skills together with attention to detail and the ability to work both autonomously and as part of a team. The post holder will be required to communicate formally and informally with patients and carers as well as both internal and external stakeholders, verbally and in writing. The role requires skills in effective complaint response writing.
The post holder will be providing comprehensive and pro-active support to the Lived Experience and Co-Production Manager as well as the Patient Safety Specialist and Clinical Quality Directors, ensuring that complaints, claims and inquest processes and tasks are undertaken efficiently, effectively and to a high standard with clear and accurate trackers and logs.
The post-holder will have delegated responsibility for and be the lead specialist for delivering a patient-centred service for all feedback aspects of the PALS service as well as providing a confidential, efficient and effective support to the trust’s complaints processes. They will be the lead contact for HM Coroner’s Office.
This post holder will be responsible for providing ad hoc and routine reports and graphs on all complaints, claims and inquests to establish quantitative and qualitative themes, supporting learning and development.
They will ensure weekly information to support internal patient safety assurance processes is available along with the provision of internal and external audit reports.
Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
• Good benefits package including a minimum 27 days annual leave, plus Bank Holidays, increasing after 5 years and 10 years to a maximum of 33 days
• Opportunity to join the NHS pension scheme.
• Wellbeing support (gyms, free eyesight test, cycle to work scheme, wellbeing resources)
• Free parking at most sites (excluding Norwich Community Hospital)
• Supportive positive culture that is Well-Led with regular supervision
• Comprehensive in house and external training programmes available
• NHS discounts and many more
Please note that applications are accepted by completion of our on-line application form. We cannot accept CV's.
Complaints
1. To lead the day-to-day management of complaints within Nursing and Quality, working within existing and where necessary developing new governance processes, to ensure statutory and mandatory compliance.
2. To maintain accurate trackers and logs of all complaints to ensure effective management within timescales.
3. To act as the point of contact for nursing and quality related complainants wishing to discuss a complaint, understand the complaints process or make formal face to face or telephone complaint, and as a point of escalation for others in the team.
4. To draft robust complaint responses where required with the support of local teams.
5. To provide process support to staff in Nursing & Quality dealing with complaints ensuring responses are received and completed in a timely manner.
6. To provide regular feedback to the clinical governance team and wider organisation on complaints, by identifying trends and themes as required to support quality improvement activities and service development. The postholder will be required to liaise with the Business Intelligence, Data teams and operational colleagues in identifying the data and providing narrative report for the organisation.
7. To promote established linked processes to complaints such as but not limited to, duty of candour, ensuring transparency and openness when dealing with complaints.
8. Regularly review and update the relevant Trust policies on and relating to the handling of complaints incorporating changes where necessary in line with established policy management processes.
9. To keep up to date with national and local developments which impact on complaints and inquests ensuring appropriate senior managers are made aware of these developments. The postholder will be responsible for proposing changes to Nursing & Quality processes and implementing any process changes in line with best practice standards/new guidance.
10. To interpret and analyse multi-faceted reports and triangulate the information gathered from complaints, claims and inquests to support the Lived Experience and Co-Production manager make proposals / recommendation based on a range of options considered to help the organisation learn and improve quality standards.
11. To triangulate patient experience information with other relevant data sources in patient safety to identify service improvements in line with the EDI agenda.
12. To work closely with the Lived Experience and Co-Production manager and the Governance and Quality Support(s) to ensure areas of workplan crossover are highlighted and supported and guidance are provided where necessary.
13. Together with the Lived Experience and Co-Production manager, ensure that local teams know what is expected of them in relation to managing feedback, including complaints and concerns.
Claims
14. To lead the day-to-day management of claims, ensuring process and policy is followed to timely receive, acknowledge, investigate, manage and report effectively.
15. To ensure that learning identified is shared to be incorporated into NCH&C improvement processes.
16. To liaise with NHS Resolutions (NHSR) or appointed panel solicitors to receive advice to support decision making with regard to claims management.
17. To provide help and support to staff investigating or managing claims.
18. To report to NHSR as appropriate with the support and direction from the relevant Director.
19. To ensure confidentiality and security of data is maintained during claims management.
20. To maintain accurate trackers and logs of all claims to ensure effective management within timescales.
21. To liaise with relevant staff and teams to ensure all necessary documentation is supplied and retained.
22. Regularly review and update the relevant Trust policies on and relating to the handling of claims incorporating changes where necessary in line with established policy management processes.
Inquests
23. To lead the day-to-day management of inquest requests, ensuring process and policy is followed to timely receive, acknowledge, manage and respond effectively.
24. To maintain accurate trackers and logs of all inquest requests and correspondence to ensure effective management within timescales.
25. To be the lead contact for HM Coroner’s Office and the trust appointed legal team in relation to inquest contribution.
26. To provide help and support to staff writing statements for inquests or those attending court hearings including creating and sharing information packages, arranging pre-hearing court visits and signposting to training opportunities.
27. Regularly review and update the relevant Trust policies on and relating to the handling of inquests incorporating changes where necessary in line with established policy management processes.
General Responsibilities
28. To produce reports as required for the Clinical Governance and Quality Director, Patient Safety Specialist or Lived Experience and Co-production Manager for a variety of regular meetings, for example Quality Committee and ad-hoc.
29. Together with the Lived Experience and Co-production Manager, ensure that local teams know what is expected of them in relation to patient / carer engagement and experience and are adequately supported to improve the experience of patients and carers in their services.
30. To keep abreast of any NICE, CQC, NHSR and other assurance requirements in relation to patient safety and experience, and to be in a position to provide assurance evidence.
31. To carry out, coordinate and prioritise a variety of administrative and clerical duties and undertake other general office duties, prioritising and generating own workload, which will include:
• Using a range of software programmes to produce, maintain and distribute documents, including reports, spreadsheets, databases and presentations, which may include regularly dealing with matters of a complex and/or distressing nature.
• Support the submission of national reporting requirements to meet deadlines and required standards.
• Understanding of a range of work procedures and practices, some of which are non- routine, which require a base level of theoretical knowledge. This is normally acquired through formal training or equivalent experience.
• Setting up and maintaining comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date, and filing is carried out in a timely manner
• Working with other support team coordinators within the Clinical Governance and Governance Teams to ensure the needs of the organisation and operational services are met.
• Identify, propose and implement agreed changes to working processes and procedures that could improve service delivery.
32. Work is managed, and results/outcomes are assessed at agreed intervals.
33. To communicate with staff across all levels of the organisation and commissioners at an appropriate level, providing clear information and guidance
34. To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels.
35. Create and design administrative processes and regularly review to ensure they meet the needs of the organisation.
36. Ensure relevant public information leaflets are available and up-to-date making changes as and where necessary.
37. To implement policies for own work area and propose changes as necessary.
38. Provide cover to other clinical governance team members during periods of absence, as directed by the Lived Experience and Co-production Manager or Clinical Governance and Quality Director such as covering PALS system, attending meetings, other ad hoc duties.
39. It is the post holder’s responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.
40. Responsible for demonstrating duties to new starters as required.
Key Relationships
This role requires considerable direct contact with the organisational Clinical Quality Directors, Quality Matrons as well as the Executive Directors and these are seen as key relationships in the successful operation of this role. The role also requires regular contact both verbal and in writing with patients/service users, staff (at all levels) both clinical and corporate, solicitors and other external agencies.
This advert closes on Wednesday 17 Jul 2024
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