Pals and Complaints Coordinator - Coventry, United Kingdom - Coventry and Warwickshire Partnership Trust

Coventry and Warwickshire Partnership Trust

Verified Company

Coventry, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

This will involve immediate action to raise issues with frontline staff delivering the service. To provide support and expert knowledge to Investigation Officers throughout formal complaint investigation process. To provide expert advice and support concerning the statutory NHS Complaints Regulations to staff and to complainants.

Where necessary advise and support individuals to access alternative sources of information including advocacy services or other healthcare organisations or voluntary sector services relevant to their needs.

To monitor complaints received, both verbal & written, highlight trends and maintain and develop complaints data bases.

To directly manage highly complex and sensitive complaints information and provide expert support and advice to ensure thorough complaint investigations against NHS/Trust standards to ensure timely responses and that the Trust meets the standards set by the NHS Complaints Regulations.

To support and collate information in relation to Freedom of Information requests and Subject to Access records requests To manage the launch and implementation of the Patient & Carer Experience active engagement programme across the Trust to include Trust wide visits.

To coordinate and draft correspondence at all stages of the complaints procedure.including draft high quality final formal response letters.

To maintain Ulysses to ensure that all of the required information about each PALS complaint and compliment is present in readiness for data analysis.

To supervise the preparation of case files and related information for Ombudsman and the Care Quality Commission To prepare documentation for the Patient & Carer Experience Group, S&Q Committee, internal reports and external agencies including the CQC and Parliamentary and Health Service Ombudsman.

To assist in activities to monitor progress against recommended actions. To promote the service by providing information, delivering presentations and supporting training.

Assisting in the preparation of literature including leaflets and posters for both Trust staff and external groups