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Assistance and Complaints Advisor
| Dyddiad hysbysebu: | 14 Gorffennaf 2025 |
|---|---|
| Cyflog: | £27,485.00 i £30,162.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £27485.00 - £30162.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 21 Gorffennaf 2025 |
| Lleoliad: | Calow, Chesterfield, S44 5BL |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | C9166-25-0379 |
Crynodeb
Along with other staff in the Assistance & Complaints Service, act as a point of contact for patients and other users of the Trusts services, taking details of all levels of formal complaints and concerns and ensuring that these are dealt with in accordance with the Trusts 4 Cs policy. Work with other complaint handlers and the administration staff to ensure that all complaints are recorded, acknowledged, and dealt with in accordance with national legislation and the Trusts 4 Cs policy. To obtain detailed information from service users about the nature of their concerns, paying due care and attention to the sensitivity of these issues. This may mean (with the complainants consent), liaising with external bodies as necessary in to resolve complaints e.g. Adult care, NHS England, other NHS providers. To explain the NHS complaints procedure to complainants via various methods of communication, discussing timescales and the options open to them to secure satisfactory resolution. This may mean facilitating and attending a resolution meeting with the divisions, ensuring that key issues of discussion are noted during the meeting. The Complaint Advisor will also explain to complainants when satisfactory resolution cannot be achieved, how they can go forward to progress to a satisfactory resolution using outside organisations e.g. Ombudsman. To work with divisional leadership teams (including heads of nursing, senior matrons/matrons, governance teams, general managers, consultants and executive team) to achieve satisfactory resolution of complaints, meeting relevant timescales as appropriate. The Complaints Advisor will work closely with divisional leadership teams and attend regular meetings to receive feedback that complaint investigations and responses are on track to meet policy timescales. The Complaints Advisor will escalate concerns to the Patient Safety and Complaints Manager. Once in receipt of an approved complaint response from the divisions, the Complaints Advisor will quality check the response prior to sending it for sign-off by a member of the executive team. The Complaint Advisor will liaise with the Parliamentary Ombudsman providing evidence as requested, obtaining information from the divisions as necessary and escalating appropriate communication from the Ombudsman to the divisional leadership and executive team by using the agreed standard operating procedure and process mapping flow chart. To use information systems including DatixTMto document details of enquiries from service users, and the resulting investigations and outcome In addition the Complaints Advisor will need to communicate with other key staff within the Trust where other linked records within Datix have been identified relating to the complainant or person affected i.e. claims, inquests, access to records, patient safety incidents. Undertake regular data quality checks on own work, so that the service can produce robust and detailed reports To support senior staff to deliver education and training in respect of complaints and concerns, to key induction and education modules within the Trust To provide cover/support for the PALS service when required To ensure that issues which may involve a safeguarding concern or potential Police involvement are communicated to the Patient Safety and Complaints Manager and Patient Safety Lead.