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Complaints Manager | Hull University Teaching Hospitals NHS Trust
| Posting date: | 30 April 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £46,148 - £52,809 Per Annum |
| Hours: | Full time |
| Closing date: | 30 May 2025 |
| Location: | Hull, HU3 2JZ |
| Company: | Hull and East Yorkshire Hospitals NHS Trust |
| Job type: | Permanent |
| Job reference: | 7124216/356-25-7124216 |
Summary
The Humber Health Partnership, comprising Hull University Teaching Hospitals NHS Trust and Northern Lincolnshire and Goole NHS Foundation Trust, is one of the largest acute and community partnerships in the NHS. We serve over 1.65 million people, manage a budget of £1.3 billion, and employ nearly 20,000 staff across five main hospital sites. Our partnership is committed to delivering world-class hospital and community services, and we are proud to work closely with the Hull York Medical School on groundbreaking research.
Why Join Us?
• Innovative Environment: Be part of a team that values creativity and continuous improvement.
• Professional Growth: We invest in your development and offer numerous opportunities for career advancement.
• Supportive Culture: Join a workforce that is united by compassion and driven by excellence.
• Diverse Community: Work in a diverse and inclusive environment that reflects the communities we serve.
• Positive Impact: Play a crucial role in improving patient experience and fostering a culture of learning and improvement.
• Collaborative Work:Engage with a wide range of partners and stakeholders to facilitate cross-organisational collaboration.
As a Complaints Manager, you will play a crucial role in managing the Group’s complaints service and supporting the PALS service. You will work closely with Care Groups to ensure timely resolutions to formal complaints and PALS concerns, and you will be responsible for reporting and theming data, facilitating difficult complaints meetings, and ensuring compliance with national legislation.
What We’re Looking For:
• Qualifications: Professional qualification relevant to the role; clinical or management qualification desirable.
• Experience: Minimum of two years in a middle/senior administrative role, with experience in complaints handling and policy development.
• Skills: Excellent communication, organisational, and analytical skills; proficiency in Datix and Excel.
• Attributes:Patience, tact, diplomacy, and the ability to work under pressure.
The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.
Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.
Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.
As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.
We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.
Key Responsibilities:
• Promote a culture of prompt resolution for complaints and concerns.
• Provide practical support in stressful situations and handle challenging behaviour.
• Liaise with partners including Primary Care, Ambulance and Mental Health Trusts, and Social Services.
• Develop and review policies and procedures for raising concerns and complaints.
• Ensure the Group's complaints procedure fosters a culture of learning and improvement.
• Monitor and report on complaints and PALS concerns to identify trends and areas of risk.
• Participate in training events to promote effective complaints management
Applications from job seekers who require current Skilled Worker Visa sponsorship to work in the UK are welcome and will be considered alongside all other applications. You can determine the likelihood of obtaining a Certificate of Sponsorship for the post by assessing your circumstances against criteria specified on the gov.uk website.
Should we receive a high volume of applications the advert may be closed earlier than stated.
This advert closes on Wednesday 14 May 2025