Specialist Administrator for Complaints - B5
| Dyddiad hysbysebu: | 26 Medi 2025 |
|---|---|
| Cyflog: | £31,049.00 i £37,796.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £31049.00 - £37796.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 02 Hydref 2025 |
| Lleoliad: | Chelmsford, CM1 1QH |
| Cwmni: | NHS Jobs |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | D9708-MSE470 |
Crynodeb
ROLE PURPOSE / SUMMARY The Mid and South Essex Integrated Care System will comprise the Integrated Care Board (ICB), which is the statutory body for the NHS, and the Integrated Care Partnership (ICP), which is a committee of the ICB, and brings together key health, care, community and voluntary sector organisations across the area. The ICS has a bold ambition to deliver improved outcomes for our 1.2m population through our four Alliances, and we are placing clinical and professional leadership and the voice of our residents at the heart of realizing this ambition. The Complaint Officer will be responsible for complaints co-ordination and administration in line with the Mid & South Essex Integrated Care System Complaints Policy and NHS Complaints Regulations 2009. The post holder will also be responsible for providing an impartial, frontline public enquiries service, receiving and resolving enquiries in a timely manner. You will be able to work with minimum supervision, prioritising workload, exercising initiative and a problem-solving approach when tackling new areas of work. You will also maintain personal development to meet the changing demands of the job and participate in appropriate training activities. The post holder will demonstrate compassionate communication, partnership, and networking skills, which are needed to create effective working relationships across a range of internal and external stakeholders. COMPETENCY BASED KEY DELIVERABLES To manage an integrated system for handling compliments, comments, concerns, enquiries, and complaints about the services commissioned by Mid & South Essex Integrated Care System in line with national requirements and local policies. To support the Quality team to deliver the statutory function of continuous quality improvement, through the commissioning of high-quality services for the local population. Ensure that all compliments, comments, concerns, complaints, enquiries are received and responded to in a professional and timely manner and, in accordance with the regulations and are logged onto the data base for effective management, investigation and response. Triangulate all patient experience data to provide analysed information on trends to support quality assurance and improvements. Work in partnership with directors, service managers, patients, service users and carers, mediators, external organisations, and others to resolve all complaints in line with national regulations. Support the innovative development and implementation of the patient experience agenda across commissioned services and within the Integrated care system, using a variety of methodologies. This will include leading on change programmes arising from patient experience intelligence. Manage Parliamentary and Health Service Ombudsman and Information Commissioner Enquiries. Support Quality Managers to manage quality improvement and assurance processes by sharing information gathered from complaints, concerns, enquiries, and complaints about Providers commissioned by Mid & South Essex Integrated Care System. Management of a small number of staff Contribute to the delivery of one or more strategic plans, enabling key milestones to be delivered and raising any issues associated with the delivery of plans and workstreams. Responsible for decisions made during the course of their duties, seeking guidance and escalating issues where appropriate