Complaints and Pils Lead - Leicester, United Kingdom - University Hospitals of Leicester NHS Trust

University Hospitals of Leicester NHS Trust

Verified Company

Leicester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are looking for an inspirational and determined leader for our new Complaints and PILS Lead post. The post holder will be responsible for the Complaints function within UHL.

A key aim of the role is to develop how the organisation engages with complainants to enable the early satisfactory resolution of concerns helping to embed learning and drive improvement.

We are looking for strong leadership skills to implement the NHS Complaints Standards within University Hospitals of Leicester NHS Trust, promote and support a culture of learning and quality improvement from complaints and concern and to lead the Independent Complaints Review Panel process and ensure any feedback and learning is used to improve the service.

The post holder will also be responsible for the co-ordination and management of all Parliamentary and Health Service Ombudsman (PHSO) enquiries, investigations and outcomes.

In addition to duties documented in the job overview section, responsibilities include:
Responsible for the identification and delivery of CIP plans, in accordance with Corporate targets.

Accountable for the PILS and complaints team staff members.

To line manage the complaint managers, ensuring that all aspects of performance, attendance, conduct, training and appraisal are addressed in accordance with Trust Policy.

Oversee the management of the PILS team staff.

Responsible for the development and implementation of a complaints and early resolution strategy reflecting the NHS complaints standards. Responsible for the updates and any required revisions to the UHL Complaints Policy.

Ensure that UHL processes are in line with best practice national NHS Complaints and PHSO standards

Develop and implement effective communication systems for the CMG/Corporate Areas and external partners in relation to complaints.

Responsible for the production of the annual complaint report.

We are one of the biggest and busiest NHS trusts in the country, incorporating the General, Glenfield and Royal Infirmary hospitals.

We have our very own Children's Hospital and run one of the country's leading heart centres.

Our team is made up of more than 17,000 staff providing a range of services primarily for the one million residents of Leicester, Leicestershire and Rutland.

We work with partners at the University of Leicester and De Montfort University providing world-class teaching to nurture and develop the next generation of doctors, nurses and other healthcare professionals, many of whom go on to spend their working lives with us.

Our purpose is to provide 'Caring at its best' and our staff have helped us create a set of values that embody who we are and what we're here to do

They are:

We focus on what matters most
We treat others how we would like to be treated
We are passionate and creative in our work
We do what we say we are going to do
We are one team and we are best when we work together

Our patients are at the heart of all we do and we believe that 'Caring at its best' is not just about the treatments and services we provide, but about giving our patients the best possible experience.

About the University Hospitals of Leicester NHS Trust: )

KEY RESULT AREAS
Improvement from complaints

Maintain and develop close links with external bodies who support complainants.
Maintain a good relationship with the Parliamentary and Health Service Ombudsman (PHSO) and take responsibility for the oversight of all PHSO cases for UHL.
Lead the Independent Complaints Review Panel and ensure there are mechanisms in place to report on feedback and share this within the team and CMGs to improve processes.
Work with the colleagues in partner organisations to jointly promote and publicise complaints services within the wider community considering accessibility for all.
Identify trends and themes arising from complaints data and the learning from complaints and act accordingly upon the analysis of such trends. Work closely with the Patient Experience team to triangulate data and feedback themes.
Develop systems and processes to monitor actions from complaints are followed through to completion.
Identify experiences that present opportunities for learning and develop these with complainants for sharing, for example, through the telling of 'Stories' at board and committee meetings.
Maximise opportunities for UHL to develop its learning culture through the appropriate publicity of complaints.
Develop and implement training that helps staff to become aware of and sensitive to the needs of complainants and to understand the role of the complaints process.
Work with staff to increase confidence and skill in responding to verbal complaints/concerns.
Ensure staff in team receive complaint training applicable to their roles.
Use initiative, within the scope of relevant UHL policies and procedures and in accordance with guidelines set by management, to support the team's a