Complaints Officer - Southampton, United Kingdom - NHS Frimley Integrated Care Board

NHS Frimley Integrated Care Board

Verified Company

Southampton, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

As a Complaints Officer the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints and concerns.

The post holder is a key member of the team whose overarching goal is to enable, promote and support the effective use of data, information, knowledge and technology to improve, inform and support a portfolio of projects, services, and initiatives.

A Complaints Officer will manage a caseload of complaints and concerns from the point of receipt to resolution. This will include but is not limited to;

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.
Manages the complexity of issues across consent, safeguarding and patient safety arising in complaints escalating to the Complaints Manager and/or wider team as and when required.
Preparing appropriate and well written responses for sign off
Be able to constantly reprioritise in the face of fluctuating volumes of

work and be resilient in difficult and/or sensitive situations involving conflict, bereavement and challenge.

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.

NHS Frimley ICB is the new statutory NHS organisation responsible for planning and delivering health and care services.

It will work collaboratively with partner organisations including the voluntary, community and social enterprise sector, people and communities across theFrimley Health and Care Integrated Care System (ICS).

We are committed to delivering a trustworthy, flexible and responsible staff culture