Complaints Manager (Local Services) | West London NHS Trust
| Posting date: | 26 June 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £51,883 - £58,544 per annum inclusive |
| Hours: | Full time |
| Closing date: | 01 August 2025 |
| Location: | Southall, UB2 4SD |
| Company: | West London Mental Health Trust |
| Job type: | Permanent |
| Job reference: | 7307301/222-CORP-944 |
Summary
To manage and continuously develop the borough and/or service line Complaints Procedures as directed by the Head of Patient Experience and, in accordance with Trust requirements, act as the designated Complaints Manager for the designated boroughs/services supported.
To manage the performance of the Complaints processes within the agreed boroughs/services, including supporting the Quality & Safety Manager (s), Clinical Governance Lead(s) and Governance Administrator(s)f when required, in relation to informal complaints and the Datix feedback module
To support the nominated borough and/or clinical service lines to deliver and meet the West London NHS Trust Clinical Strategy; Quality Priorities; clinical governance strategy, related policies and statutory expectations.
Manage the handling of all informal concerns/feedback enquiries, and formal complaints received relating to the borough(s)/service(s) supported, in accordance with the Trust’s Complaints Procedure to ensure compliance with local and national targets
Monitor the devolved complaints handling process within the borough(s)/service(s) and the local resolution of complaints and concerns, both through the service lines and those raised via PALS (or equivalent).
Manage the handling of informal and formal complaints received relating to the agreed borough(s) service line(s), in accordance with the Trust’s Complaints Procedure and ensure compliance with national targets
Monitor the devolved complaints handling process within the borough and service lines and the local resolution of complaints and concerns, both through the service lines and those raised via PALS (or equivalent).
Take a pro-active part in investigating in-scope feedback or complaints, analysing letters of feedback/complaint and the main points of issues, undertaking investigations and reviews as appropriate, writing responses, assessing the adequacy of investigation and potential learning points.
Ensure that all complaint related policies and procedures applicable are robust and current and reflect local and national initiatives, legislation and healthcare priorities, and as directed by the Head of Patient Experience.
Support the Quality and Patient Safety Manager(s) to ensure that the quality of work relating to feedback/complaint responses and reviews is to a high standard and, where appropriate, learning is appropriately disseminated throughout the organisation.
West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.
Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m.
The Trust is rated as ‘Good’ overall by the Care Quality Commission. Forensic services are rated as ‘Outstanding’.
The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative
The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
This advert closes on Tuesday 15 Jul 2025