Complaints Officer - Cambridge, United Kingdom - Cambridgeshire and Peterborough NHS Foundation Trust
2 weeks ago
Description
An exciting opportunity has arisen to join the Cambridgeshire and Peterborough Foundation Trust (CPFT) PALS and Complaints team.As a complaints officer you will be responsible for managing complaints and concerns raised by members of the public and users of CPFT services, ensuring that they are responded to in a timely manner.
You will be expected to employ specialist knowledge of the complaint regulations and processes in your role, being part of a team that works well together to advise and guide staff in addressing patients' and carers' complaints and concern.
- DVLA have a number of reciprocal arrangements with overseas countries, for further information please visit the DVLA website
- Have a detailed understanding of complaint regulations and processes ensuring that users of the service including patient and carers and members of the public are aware of the complaints process.
- Review and assess all complaints received by the Complaints Team. Clarifying concerns/elements for investigation with the complainant and agreeing a management plan. Ensuring early resolution opportunities are explored.
- Escalate complaints for investigation to appropriate managers, and work with directorates to identify an appropriate Investigator Manager. Ensuring complaints are allocated in a timely manner.
- Monitor the progress of complaint investigations, taking prompt actions to ensure a seamless and timely complaints management process and taking appropriate measures to ensure that response times are met.
- Deputise for the Complaints Manager as required
Cambridgeshire & Peterborough NHS Foundation Trust is a health & social care organisation dedicated to providing high quality care with compassion to improve the health & wellbeing of the people we care for, as well as supporting & empowering them to lead a fulfilling life.
Our clinical teams deliver many NHS services not only via inpatient and primary care setting but also with the community.
These services include Children, Adult & Older Peoples mental & physical health, Forensic & Specialist mental health, Learning Disabilities, Primary Care & Liaison psychiatry, Substance misuse, Social care, Research & Development.
Please refer to the attached job description and person specification for full details of responsibilities- Ensure all complaints and registered in line with the NHS and Social Care Regulations
- Review and assess all complaints received by the Complaints Team. Clarifying concerns/elements for investigation with the complainant and agreeing a management plan. Ensuring early resolution opportunities are explored.
- Escalate complaints for investigation to appropriate managers, and work with directorates to identify an appropriate Investigator Manager. Ensuring complaints are allocated in a timely manner.
- Monitor the progress of complaint investigations, taking prompt actions to ensure a seamless and timely complaints management process and taking appropriate measures to ensure that response times are met.
- Escalate responses at risk of breaching the agreed timescales in a timely manner.
- Provide support to Investigating Managers to complete robust, thorough and impartial investigations into complaints; whilst ensuring the best outcome for the complainant and the services involved.
- Facilitate and draft responses to complaints. Ensuring complainants receive a clear and compassionate response that fully explains what has happened, the outcome of the investigation, any learning identified and the actions that will be taken.
- Monitor the implementation of learning and action plans, working with the clinical directorate to evidence change.
- Work with other NHS and social care providers to ensure where appropriate complaints involving multiple agencies are responding to jointly in line with the NHS and Social Care Complaints Regulations
- Facilitate and attend complaints resolution meetings.
- Act as the Trust lead on complaints with external bodies including the Parliamentary and Health Service Ombudsman, Local Government and Social Care Ombudsman and Care Quality Commission.
- Share learning from the outcomes of complaints investigations, complete thematic analysis and other intelligence with departments and teams across the Trust using a range of media.
- Promote and raise awareness both internally and externally of how people can make a complaint.
- Create and maintain effective working relationships with internal and external stakeholders at all levels. Utilise skills to influence, persuade and negotiate to obtain cooperation from others to meet deadlines.
- Provide and receive complex information where agreement or co-operation from NHS staff at all levels of the organisation is required.
- Liaise with service users, relatives/carers, members of staff and external agencies in a respectful and efficient manner.
- Produce quantitative and qualitative reports for the Trust Board, local and
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