Complaints & Pals Governance Coordinator - London, United Kingdom - East London NHS Foundation Trust

East London NHS Foundation Trust

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The post holder has a pivotal role in ensuring effective systems, processes and reporting for complaints management, in line with legislation and good practice are maintained and monitored.

The post-holder will assist the PALS & Complaints Team in the reporting of performance, learning and handling of complaints & PALS inquires received by the Trust.

The post holder will regularly provide analytical data, themes and trends on complaints and PALS, and assist with ensuring learning outcomes are implemented.

Will be able to work to deadlines and effectively balance a busy workload, with the ability to work autonomously

The post-holder will help develop and maintain effective relationships and operational links with staff of all levels and disciplines, ensuring that risks and quality issues identified through complaints investigations both inform and translate into positive service improvements.

The post holder will assist establish links to all directorates within the Trust, to ensure that each directorate has a system for sharing learning locally and for monitoring changes in practice that are the result of learning.

To support the Complaints and PALS Team by:

Contributing to the performance reporting for the team, including monthly, quarterly and annual complaints reports.
To maintain accurate records of Complaints and PALS received by service users, carers, MPs, CQC and Health Service Ombudsman.
To support the monitoring of complaints investigations alongside the Complaints and PALS Officers, to include timely completion.
To ensure all actions and learning arising from Complaints are logged and monitored for completion.
To act as a liaison between the Complaints and PALS Team and local Directorate Governance & Performance Team.

Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve

Our values are:

We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.

1.0 Purpose of the Job

1.1 The Complaints and PALS Department operates in a very busy and politically sensitive environment, to tight deadlines, serving a range of audiences, including staff, service users, carers/relatives, members of the public, local partners, commissioners, health service regulators and other organisations.

1.2 In an important role within the Department, you will be responsible for performance reporting, and supporting the department to manage Complaints and PALS raised by members of the public and users of ELFT services, ensuring they are recorded, escalated and monitored appropriately within the Trust.

1.3 The postholder will have knowledge of the NHS Complaints Regulations and assist the team to ensure performance to targets are met.

1.4 To support the team by extracting data from our databases to allow monitoring of timescales to ensure that complaints result in demonstrable improvements to service delivery across the Trust.

1.5 The postholder's responsibilities relate to all of the Trust's service and there will be a requirement to travel to meetings in all of the Trust's services, including those in Luton and Bedfordshire.

1.6. The postholder will use their interpersonal and communication skills in dealing with what are frequently complex and sensitive situations. The postholder will evaluate information and make judgements, requiring the analysis and interpretation of facts.

2.0 Key Responsibilities:

2.1 Complaints Policy, analysis and procedure

2.1.1 To review and analyse complaints investigation reports and data to identify trends and themes for quality improvement.

2.1.2 To regularly produce analytical and thematic data relating to complaints, as well as triangulation with other relevant data sources.

3.1.2 To act as a Trust wide contact point for complainants and advocates ensuring that complainants are provided with good quality information about the complaints process and are kept regularly updated throughout the process.

3.1.3 Ensure that the Trust acts on, and responds to, complaints in a timely manner, ensuring that any delays are minimised.

3.1.4 To establish and maintain effective communication and positive working relationships with staff in the Trust and relevant external agencies including the Health Service Ombudsman, local HealthWatch organisations, local service user and advocacy services.

3.1.5 Support the collation of informal concerns, compliments data and maintain database.

3.1.6 Ensure compliance with internal targets for complaints handling set by the

Trust.

3.1.7 Provide guidance to staff in handling and investigation of complaints where necessary.

3.1.8 Input data onto Datix/InPhase system and to retrieve reports for monthly reporting requirements.

3.1.9 To support the production complaints performance reports, including gra