Tertiary Divisional Complaints and Governance - Blackpool, United Kingdom - Blackpool Teaching Hospitals NHS Foundation Trust

Blackpool Teaching Hospitals NHS Foundation Trust

Verified Company

Blackpool, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

This role is multi-faceted, but ultimately you will be responsible for ensuring that any complaints received in the Division are managed in a correct and timely manner, helping to seek an early resolution for patients and families, whilst ensuring any learning is reported throughout the Division.

In addition, you will be responsible for ensuring that appropriate audit arrangements are in place to maximise the learning from complaints.

There will also be a requirement to support the Divisional Quality Governance Team and the Divisional Legal Team.

Manage complaints for the Tertiary Division (Cardiac, Cardiothoracic, Haematology, Oncology, Cystic Fibrosis Service and the National Artificial Eye Service).
Act as a facilitator in relation to patient and carer concerns, helping them to achieve resolution quickly and efficiently, improving the outcome of care in the process.
Facilitate the complaints process efficiently and effectively in accordance with quality standards and guidelines.
Act as a catalyst for change, feeding back patient's and carer's views and recommending actions to resolve problems; share good practice and learning and promote improvement of services.
Facilitate the investigation of Patient Relation concerns and legal claims.
Facilitate audit work/dashboards.

Blackpool Teaching Hospitals NHS Foundation Trust is a large, integrated provider of acute and community services to the 445,000 population of the Fylde coast health economy and the estimated 11 million visitors to the seaside town of Blackpool.

With patients and families at the heart of all we do, we are committed to creating a culture that empowers our staff and inspires us all to deliver first class clinical care.

We form a central part of the Healthier Fylde Coast Integrated Care Partnership and our progressive approach to partnership working in the area provides an enviable opportunity to redesign and deliver services that meet the challenges of today's health system.

Facilitate the investigation of all formal complaints received by the Division and provide a response, either in writing or by arranging a meeting.
Chair complaints resolution meetings with Divisional representatives.
Manage, monitor and continuously develop a highquality process for complaints.
Oversee the delivery of complaints responses to comply with regulatory guidance and the expectations of the Ombudsman.
Ensure the organisation is represented professionally and maintains best practice.
Organise feedback to staff on the services provided by their departments, identifying and promoting examples of good practice relating to the handling of patient and carer concerns.
Work collaboratively with colleagues to identify areas for change within the organisation and recommend actions to resolve problems and review practice.
Implement systems for recording and analysing data in respect of the service; use this data to monitor complaints performance and identify key issues.
Produce regular professional reports and maintain the complaints database; present the complaints reports at Divisional meetings.
In conjunction with the Senior Management Team, monitor the achievement of agreed action plans and service improvements arising from complaints.
Responsible for case note management.
Provide and receive highly complex sensitive or contentious information.
Continuously manage confidential information
Liaise regularly with patients, users of services and the public, staff at all levels, senior managers and executives
In conjunction with the Senior Management Team, participate in the development of complaints policies across the Division.
In conjunction with the Senior Management Team, participate in the development of quality standards and auditing methods of delivery across the complaints service.
Produce monthly report on complaints, patient relations and legal claims to be disseminated at various managerial forums.