Complaints Manager - Unplanned Care
| Posting date: | 09 July 2025 |
|---|---|
| Salary: | £37,338.00 to £44,962.00 per year |
| Additional salary information: | £37338.00 - £44962.00 a year |
| Hours: | Full time |
| Closing date: | 23 July 2025 |
| Location: | Milton Keynes, MK6 5LD |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9430-25-0446 |
Summary
To be responsible for high quality and timely communication with all contacts to the office including patients, their families, and staff. Maintain and nurture relationships with all staff providing a supportive environment where staff feel supported through the complaints and investigative process. Ensure contacts to the service receive non- clinical advice appropriate to their needs. Patients and families should also be provided with advice and information regarding the complaints procedure and what they should expect from the Complaints or PALS team. To be able to produce reports that clearly analyse where complaints are happening, what the complaints are regarding and what action is being taken in response to the complaints on a Divisional and Trust wide level. The national and local timescales for dealing with complaints will need to be adhered to at all times. The Complaints Manager will be responsible for ensuring all complaints within Unplanned Care are responded to in timescales agreed or for obtaining the appropriate extensions to those dates by negotiation with staff and complainants. The postholder needs to be process-driven and person-centred. To ensure the complainant is put at the heart of the complaints process and receives accurate and timely communication to ensure they are fully aware of the complaints process and feel fully supported during the investigation. The postholder will support the Head of Patient and Family Experience to ensure the Trust has an up-to-date complaints policy which reflects the national requirements for dealing with complaints and any local requirements as agreed by the Board. The postholder should participate in service development and work to continuously improve the service as a whole for both complainants and staff. Ensure that the office fully equipped from an IT and resources point of view and the best use is made of the resources available to the team. The postholder will manage the complaint officers ensuring one to ones are undertaken on a regular basis and an annual appraisal is undertaken. The postholder will be involved in Trust wide training in relation to complaint handling and ensuring that Trust staff are aware of the complaints process and receive training to ensure they can deal with a complaint /concern on the spot. The postholder will be responsible for ensuring all data relevant to formal complaints is of the highest possible standard and it is clear from that information exactly who and what the complaint is about. To keep up to date with any research undertaken on complaints and any regulatory requirements for complaint handling. To work independently and make decisions appropriate to role. Other duties To provide support to the Head of Complaints and Patient and Family Experience and act as their Deputy in their absence ensuring the smooth running of the department and being the first point of reference and support to the complaints and PALS team members. Lead in the drafting of investigation responses, which may often be complex and/or lengthy, to produce a well written letter of response for the complainant for designated divisions. To assimilate complex clinical data from a number of sources, which may be complex, conflicting or counter-intuitive, into a single coherent response that addresses the concerns raised by the complainant sensitively. Provide an accurate account of the Trusts view of the issues raised by the complainant and, where necessary and appropriate, use tact to challenge the complainants version of events or their actions towards staff. Draft complaints for the approval of the division and for the signature of and authorisation by the Chief Executive. Check final responses to complaints, ensuring compliance with Trust policy and letter writing guidelines. To ensure the Trust responds to complaints within agreed timescales and in accordance with Trust objectives. Lead associated complaints and patient experience work including formulation and delivery of training, undertaking audits and policy/procedure development. Manage all complaints that are not resolved after the initial investigation/response. Please refer to the Job Description for further details We believe success lies in the diversity of our employees and are committed to promoting equality, encouraging diversity and embracing inclusion. We welcome applications from everyone interested in working for us. MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices. We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received. MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology. By applying for this role, you accept if successful, that information from your application will be transferred into the national NHS Electronic Staff Record (ESR) system. Your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers. Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.