Complaints Investigator - St Albans, United Kingdom - Hertfordshire Partnership NHS Foundation Trust

Hertfordshire Partnership NHS Foundation Trust
Hertfordshire Partnership NHS Foundation Trust
Verified Company
St Albans, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description
Facilitates high quality and professional Complaints function for service users, carers and others who are expressing concerns and complaints relating to West SBU services provided by HPFT, considering: the needs of service users, carers and the public

  • To contact complainants to discuss their concerns, understand the issues, investigate and draft a timely response letter to the complainant.
  • Works closely with Service Line Leads, Service Managers and Clinical staff.
  • Provides support to team members in administration of Complaints management, data reporting and recording, management of information and communications.
  • Supports Local Team with the complaints process to ensure that complaints and concerns are investigated and responded to appropriately, and lessons learned so that there is continuous improvement of services

The Complaints Investigator will:


  • Organise / coordinate / attend relevant meetings, representing complaints and disseminating information, as appropriate.
  • Ensure that data is entered accurately, in accordance with agreed deadlines;
  • Participate in training about legislation or changes in practice which influence the work within the team in relation to complaints, cascading information and training as necessary.
  • Act as an expert resource in the use of computer equipment and software packages, in liaison with IT Department, e.g. developing spread sheets and databases and preparing presentations and reports as required.
  • Have sufficient knowledge of and able to advise service users on principal issues in delivery of mental health services, including: basic knowledge of mental health conditions and how they are treated by professionals;
- basic knowledge of policy and procedure within NHS and Social Care Sector;
- basic knowledge of current mental health law.

  • Advise the complainant on the Trust's Complaints Procedure and act as a facilitator for service users, their carers, relatives and others for enquiries or concerns. To negotiate solutions on behalf of the service user, where appropriate;
Hertfordshire Partnership University NHS Foundation Trust (HPFT) is an outstanding organisation with ambitions to match.

We are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from the Care Quality Commission, and our aim is to be the leading provider of mental health and specialist learning disability services in the country.


Our family of over 3500 members of staff provide health and social care for over 400,000 people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, and Norfolk, delivering these services within the community and several inpatient settings.

We also deliver a range of nationally commissioned specialist services including Tier 4 services for children and young people, perinatal services, plus medium and low secure learning disabilities services.

The care we provide makes a fantastic difference to the lives of our service users, their families and carers - everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:


Our Trust values are:

Welcoming. Kind. Positive. Respectful. Professional.

These values are at the core of who we are, everything we do, and how we do it

Would you like to be part of the HPFT family? Would you like work with us to ensure our service users live the fullest lives possible they can? Would you like to be supported in your career to be the best that you can be?

Then please read on "

Our values and behaviours have been developed by over 800 service users, carers and members of staff. They describe how we aim to be with service users, carers and each other. By living our values we will deliver our ambition to be a leading provider for everyone we work with.

  • We arewelcomingso you feel valued as an individual
  • We arekindso you can feel cared for
  • We arepositiveso you can feel supported and included
  • We arerespectfulso you can feel listened to and heard
  • We areprofessionalso you can feel safe and confident

Our values set the tone for:

  • The way we plan and make decisions.
  • The way we behave with service users and each other.
  • The kind of colleagues we recruit.
  • The way we induct, appraise and develop our staff

The Complaints Investigator will:


  • Be a good communicator and liaise effectively with a wide range of internal and external individuals and organisations;
  • Support the Senior Service Line Lead and Service Manager by undertaking delegated responsibilities when appropriate, in as responsive and flexible way as the statutory obligations and priorities of the post permit;
  • Maintain a high level of knowledge about current NHS Directions and Guidance concerning Complaints;
  • Develop and maintain adequate knowledge of all relevant Trust policies and procedures, especially observing those concerning confidentiality and data protection;
  • Participate in the development
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