Complaints Officer - Nottingham, United Kingdom - Nottingham University Hospitals NHS Trust
Description
Band 3Main area
- Corporate
Grade
- Band 3
Contract
- Permanent: Full and Part Time considered
Hours
- Full time
- Part time
-
Job ref
A
Site
- QMC Hospital
Town
- Nottingham
Salary
- £21,730 - £23,177 per annum pro rata
-
Salary period
- Yearly
Closing
- 03/04/2023 00:59Job overview
Are you looking for a job where you can support patients, their relatives, friends and carers in providing feedback to the Trust and supporting our complaints process.
You will form part of our friendly and dedicated team to support in the administration and management of the complaints process.
You will work closely with a Senior Complaints Coordinator and liaise with complainants, divisional colleagues and stakeholders throughout the process.
The demands of the job are varied and involve communication in writing, the telephone and in person during complaint meetings.
If you can multi-task and have the ability to engage, listen and work pro-actively, working to timescales and within a set process, we would like to hear from you.
We can offer you support and training if you can offer us a caring, compassionate manner and a willingness to work with our staff and service users.
In addition to the below summary you need to familiarise yourself with full Job Description and Person Specification documents attached to this advert.
Able to act with compassion and display empathy in sometimes challenging situations and difficult conversations.
Able to manage administration tasks, entering data on to the Trust's database with accuracy.
Able to work in a busy environment.
Confident in liaising with Divisional staff to aid resolution of enquiries.
A good working knowledge of Trust systems and processes.
Excellent typing ability and knowledge of Microsoft systems (outlook, word and Excel).
Previous applicants need not apply.
Working for our organisation
We are a friendly and kind team who pride ourselves on delivering a high quality service but also a supportive environment in which to work.
You would be working in a team who have the vision to be the BEST Service in the NHS
Detailed job description and main responsibilities
As detailed in the job description:
Administration duties including photocopying files, filing, post and utilising courier service.
To be responsible for ordering stationary supplies, including stock control of patient information leaflets.
Providing information on the complaints process and advocacy to patients, relatives and their families.
Set up and maintain complaint files in line with IG requirements.
Act as a point of contact, with support from the Senior Complaints Coordinator for the Division in relation to queries relating to complaints and concerns from patients, their carers and families.
Support the Senior Complaints Coordinator in the management of complaints in line with national and local policy, ensuring correspondence is acknowledged within national guidance.
To administratively support investigation managers to complete investigations within the timeframe as outlined in the complaints regulations.
Prepare final responses and present to the Chief Executive, or nominated Deputy for Trust sign-off.
Work with the Senior Complaints Coordinator and Division to ensure actions are identified and recorded, and fed into the divisional governance monitoring processes.
In conjunction with the Senior Complaints Coordinator, prepare reports identifying trends and lessons learnt to support improvements to service delivery.
Work with our Divisional colleagues, developing good working relationships with clinical and non-clinical staff within the Divisions.
Build and maintain good relationships with key stakeholders, service user groups and the local community.
Person specification
Experience
Essential criteria
- Experience in working in a customer service environment
- Preferably front facing, NHS, used to dealing with difficult and emotive situations
E
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