Enquiries and Experience Officer - Shefford, United Kingdom - Bedfordshire, Luton and Milton Keynes Integrated Care Board

Bedfordshire, Luton and Milton Keynes Integrated Care Board

Verified Company

Shefford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The postholder is required to work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints, MP/Councillor enquiries, FOI requests, enquiries and concerns.

Complaints

The Enquiries and Experience Officer will manage a caseload of complaints from the point of receipt to resolution.

MP/Councillor enquiries, FOI requests, enquiries and concerns

In addition to complaints, to be responsible for the effective day to day management of MP/Councillor enquiries, FOI requests, enquiries and concerns and to oversee the team in ensuring all contacts are reviewed and investigated/responded to appropriately following the relevant policy and procedures and within the set timeframe

Develop and maintain robust systems for data management using appropriate IT and electronic filing systems, for ease of collation, manipulation and analysis, presentation, reporting and action plan generation.

Identify themes and trends from FOI requests and develop ad maintain the online Publication Scheme to ensure regularly requested information is readily available.

To support the Enquiries and Experience Manager with policy reviews and updates.

In addition, the Enquiries and Experience Officer will provide direct support to and will deputise for the Enquiries and Experience Manager as and when needed.

The Bedfordshire, Luton and Milton Keynes (BLMK) Integrated Care Board (ICB) serves the people of BLMK, bringing together health and care and wider public sector and VCSE partners to support and improve our resident's wellbeing.

The employees of the BLMK ICB work as part of the BLMK Integrate Care System, in particular working with the NHS and social care and underpinned by relationships across our wider public sector and voluntary, community and social enterprise organisations.

Our aim is simple. We want everyone in our towns, villages and communities to live a longer, healthier life.

By working together with local people, the Integrated Care System can achieve this through:
improving the health of the population

reducing inequalities between different groups

improving the effectiveness of our services

contributing towards social economic developmen

Every role within the ICB has a line of sight to improving the wellbeing of our population.

Complaints

The Enquiries and Experience Officer will manage a caseload of complaints from the point of receipt to resolution

This will include:

Liaising with the complainant and offering them a discussion on the handling of their complaint
Being the named contact for the complainant throughout the complaints process - keeping them updated proactively
Liaising with the provider(s) and securing their full and detailed investigation/response in a time frame in keeping with key performance indicators
Ensuring that the response from the provider(s) addresses all of the issues raised in the complaint and is presented in a format suitable to share with the complainant
Managing the complexity of issues across consent, safeguarding and patient safety arising in complaints - escalating to the Enquiries and Experience Manager as and when required
Preparing appropriate and well written responses for sign off by the relevant Executive.
Support the Enquiries and Experience Manager to create informative, accurate reporting to support the organisation to identify themes and trends, potential service improvements, outcomes and drivers for change
Be able to constantly re-prioritise in the face of fluctuating volumes of work and be resilient in difficult and/or sensitive situations involving conflict, bereavement and challenge
Negotiate with all parties to ensure that the lead on multi-agency complaints is proportional and appropriate
Support the Enquiries and Experience Manager in maintaining key relationships with stakeholders such as NHSE, PHSO, neighbouring ICBs, Healthwatch and Complaints Advocacy providers.

The post holder may be required to attend face to face meetings on and off site with patients, complainants and providers in order to facilitate local resolution.

This could be at any stage of the process.