Complaints Co-ordinator - Warrington, United Kingdom - Mersey Care NHS Foundation Trust

Mersey Care NHS Foundation Trust

Verified Company

Warrington, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Receive, provide, and process highly confidential, sensitive information relating to complaints/concerns from individuals about Trust services, ensuring adherence to the NHS and Trusts complaints procedures, and using tact and diplomacy to achieve resolution.

Provide an effective service to support the review of complaints/concerns and monitor the services learning and response to complaints using the Risk Management system.

Produce reports, analyse data, draft complaint/concern correspondence and information.

Shortlisting planned for 27 November.

Interviews planned for 6 December.

Mersey Care NHS Foundation Trust is currently seeking to recruit to the positions of Complaints Co-ordinator as part of the PALS and Complaints Team, this post supports the delivery of the Trust's Complaints Policy where learning from complaints and resolving concerns is essential.

We are looking for a positive, pro-active individual with proven communication skills, highly organised with an understanding of the Just and Learning Culture and the Trust values.

This is a permanent position and will be based at the Hollins Park Hospital, Warrington.

Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 11 million people.

We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services.

Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.

At the heart of all we do is our commitment to 'perfect care' - care that is safe, effective, positively experienced, timely, equitable and efficient.

We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together.

We're currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.

The post holder will implement policies connected with the complaints process, ensuring compliance with standards, timescales and targets, and identifying qualitative and clinical issues.

Meet regularly with service management teams, provide and receive highly sensitive, complex information.

Discuss reports and data, and gain the cooperation of others in implementing improvements to patient care identified in individual investigations, promoting and demonstrating a continuous quality improvement process throughout.

Interpret and analyse data, report on identified trends, and produce reports and recommendations on good practice or further action for various committees, outside bodies, and all management levels up to and including the Trust Board.