Complaints Officer - Truro, United Kingdom - Royal Cornwall Hospitals Trust

Royal Cornwall Hospitals Trust

Verified Company

Truro, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Providing assistance to all parties to achieve effective, speedy local resolution. Resolving concerns and complaints quickly and informally where possible and being able to de-escalate potentially challenging situations.

Recognising situations of concern, such as aggression, incidents, potential safeguarding concerns or matters impacting on the reputation of the Trust, and acting appropriately, and knowing when and how to escalate appropriately.

Identifying issues that relate to other organisations and correctly signposting, quickly and effectively.

Liaising with identified Care Group/Governance staff to provide a seamless service to service users, relatives and carers in the resolution of concerns, and checking progress of any investigation and providing assistance if necessary.

Attending Local Resolution Meetings (LRMs) to support Trust staff or service users in resolving their complaint.

Documenting accurate and contemporaneous details of concerns of service users, relatives and carers and keeping a record of outcomes of interventions.

Maintain high standards of quality in all verbal and written communications, with both internal and external users of the service Ensure complete, accurate and up to date records are kept of all enquiries, using the Datix database, which meet the requirements of the Local Authority Social Services and NHS Complaints Regulations

Facilitating meetings and discussions with service users, relatives and carers for the purpose of solving concerns. Providing notes and records of such meetings where appropriate.

Responsibility to extract the key information for investigation on receipt of complaints and feedback, and for reviewing and proof reading all formal written complaint responses in order to meet the Trusts quality objectives, including contributing to a reduction in the number of complainants who tell us they are dissatisfied with our responses.

Responsibility to collate, proof read quality assure responses to ensure they meet the Trusts standards; confidently able to analyse and challenge the information provided where necessary.

Provide cover when colleagues are absent from the office, either on annual leave or through sickness to ensure that all enquirers receive a timely response.

This will include dealing with other caseworkers existing cases or logging new cases and acknowledging new enquiries coming into the service when there are no administrators available.

Contribute and input to the departments reporting quotas and provide clear summaries of issues on request.

Positively promoting the profile of the Patient and Family Experience Team, raising awareness of its functions across the organisation and enhancing interactions.

Extracting data from the Datix database to contribute to reports or in response to internal requests for information made by other Trust services.

Inputting any patient experience data as required to support the wider team. Building and maintaining good relationships with all clinical and non-clinical staff in all departments. Assisting the supervision/development of the Patient Experience Administrators