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    Patient Complaints Investigator - London, United Kingdom - Imperial College Healthcare NHS Trust

    Imperial College Healthcare NHS Trust
    Imperial College Healthcare NHS Trust London, United Kingdom

    3 weeks ago

    Default job background
    Fixed-Term
    Description

    Job summary

    Imperial College Healthcare Trust is one of the largest NHS Trusts in the UK with a budget of £920m and a workforce of 9,500 staff delivering clinical services across five major sites in North West London. The Trust is co-constituent of the Imperial College Academic Health Science Centre (AHSC). It has a worldwide reputation for its clinical, research and teaching excellence.

    We now require a dynamic and highly motivated complaint caseworker to help provide swift resolution to complaints and conduct investigations. You will provide expert and professional advice to senior colleagues and further develop effective relationships with internal and external stakeholders. You will have opportunities to inform and shape policy, and to ensure that organisational learning occurs following your complaint investigation.

    You will have managed a large portfolio of complaints or similar casework. You will possess the skills necessary to manage staff, communicate effectively across different groups and be able to provide advice and support to senior colleagues.

    Main duties of the job

    The patient complaint investigator is the point of contact for our complainants and offers reassurance and advice throughout the complaint investigation. The aim of the role is to offer a timely resolution that is patient focused and follows the Parliamentary & Health Service Ombudsman's 'Principles for Remedy'.

    Provides evidence that the Trust has learnt from its mistakes. Provide support to the complaints & service improvement manager to help foster a culture of learning and continuous improvement from complaints.

    Provide day to day management and support for the patient complaints coordinators and the complaints administrators. Be available daily to offer support and reassurance to complainants and other colleagues.

    About us

    At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care. Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

    Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

    Job description

    Job responsibilities

    The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.

    Person Specification

    EDUCATION

    Essential

  • Educated to Degree Level or equivalent relevant experience
  • Evidence of continual professional development

    • Desirable

  • Education to post graduate degree level or equivalent

    • Experience

    Essential

  • Experience of managing patient complaints and/or queries
  • Experiencing of managing a database
  • Experience of formulating reports and data analysis

    • Desirable

  • Experience of working in an acute trust
  • Experience of using DATIX
  • Experience of staff management

    • SKILLS/ABILITIES

    Essential

  • Assertive, logical and flexible.
  • Ability to deal with complex and sensitive situations with empathy and sensitivity
  • Sound knowledge of NHS complaints regulations.
  • Attention to detail
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