Detailed job description and main responsibilities

1. To lead on building strong relationships, with people who use our services and their carers who raise concerns about our services.
2. To actively promote timely opportunities where complaints (formal and informal), may be resolved quickly to the satisfaction of the complainant.
3. To have primary day-to-day responsibility for overseeing the complaints process for the Trust from receipt within PALS to the final archive.
4. Act as a central point of contact for any external organisations dealing with complaints involving the Trust.
5. To process complaints (informal and formal) in accordance with the NHS Complaints Regulations (2009) and in line with Trust policy for managing complaints and concerns.
6. To maintain the Trust’s patient experience database (Datix), ensuring robust and accurate data entry, including evidence of actions being implemented and identified leaning evidenced.
7. To critically assess the findings from complaint (informal and formal) investigations and be able to diplomatically challenge staff regarding their conclusions, while maintaining effective working relationships with those involved.
8. Communicate effectively with all service users/carers recognising and meeting the needs of the individual to ensure the resolution process is available to all.
9. Organising and/or attending meetings with staff to support patients where appropriate. 
10. Interpret complex information to support service users in understanding the findings from resolution investigations.
11. Draft complex complaint response letters and reports.
12. To ensure that all written responses are produced to a consistently high standard, meeting quality requirements.
13. To ensure that all learning from complaints is agreed with the Service Manager and that actions arising are allocated onto the Patient Experience Datix record.  
14. To ensure that actions are closed inline with Trust procedure and that the completed actions are checked for relevant evidence.
15. To understand and apply the governance responsibilities in relation to the management of complaints and provide guidance as necessary.
16. Ensure that complainants are kept informed of any significant events in relation to the resolution progress of the investigation into their concerns, with particular focus on advising on delays.
17. Monitor the progress of informal/formal complaints investigations and take prompt actions to ensure a seamless and timely resolution management process and take appropriate measures to ensure that the Trust’s targets relating to complaints are met.
18. Understand and be able to apply the relevant legislation and policies to maintain patient confidentiality (including Data Protection regulations, Access to Health Records, Freedom of Information).
19. Recognising when further professional support is needed and provide appropriate information and referral to colleagues or external agencies where necessary. 
20. Advising patients, other complainants and staff of their options under the NHS Complaints Procedure, referring them to support organisations, e.g. VoiceAbility, where necessary.
21. To lead on the development and delivery of resolution training programme for identified staff across the Trust.
22. Provide training for staff to investigate complaints, to ensure thorough investigation. 
23. To work effectively with staff across the Trust and with other healthcare organisations to ensure a timely and robust response to complaints.
24. Lead and manage the completion of statutory returns.
25. Provide regular reports on the status of the caseload (supporting informal complaints) to the Patient Experience & Participation Manager and Assistant Director of Allied Health professionals on a regular basis. 
26. Bring to the attention of the Patient Experience & Participation Manager any issues of particular concern or themes that may become apparent. 
27. Implement, review, and update relevant sections of the Trust’s Patient Experience Policy as required ensuring new legislation is incorporated.
28. Write the PALS and complaints section for the Trust’s Annual Report.
29. Interpret and advise on statute, policies and guidelines concerning the Parliamentary Healthcare Services Ombudsman.
30. Write and/or keep up to date the Trust’s PALS and complaint standard operating procedures.
31. Deputise for the Patient Experience Manager if required.
32. Contribute to business planning and/or developing practice/protocols in conjunction with other quality team colleagues.
33. Support the Patient Experience & Participation Manager and Assistant Director of Allied Health professionals in achieving national complaints targets by providing appropriate up to date
34. Lead on service improvement issues that have resulted as a consequence of a complaint or review by external organisations e.g. Care Quality Commission, Parliamentary & Health Service Ombudsman etc. 
35. Represent the complaints team and Trust at external meetings as required.

Communication 

1. Communicate complex patient experience information in order to develop, implement and monitor a relevant and effective system for our service users/carers.
2. Communicate complex, distressing and sensitive information in an appropriate manner in writing, in person and by telephone.
3. Deal with complex concerns which may include investigation, visiting patients, service users and services.
4. Possess the ability to clearly and effectively relay information verbally, in writing or in the form of presentations to internal and external parties.
5. Negotiate with all parties involved in resolution to effectively manage expectations and agree an achievable outcome.
6. Have highly developed communication skills, acting as a facilitator and mediator when required.
7. Possess well-developed interpersonal skills and have the ability to foster good working relationships with all levels of people in particular patients, carers, staff colleagues and external partners.
8. Ensure that PALS and resolution information is kept up to date on the intranet, internet, in staff and patient publications and newsletters and all Trust services.  

Key relationships

•    Patient, relatives, carers and visitors 
•    Clinical leads and service managers
•    Patient experience manager
•    Patient Experience Advisor, Patient Experience Co-ordinator and Patient and Quality Information Analyst
•    Assistant Director of Allied Health Professionals, Deputy Chief Nurse, Chief Nurse
•    Director of Medical Education
•    Quality team leaders and members
•    Wider Executive and Service Director colleagues
•    External agencies including Resolution/Complaints manager/ PALS leads in partner Trusts
•    Third party support service providers
•    Statutory and voluntary organisations 

Budgetary Responsibility 

1. To contribute to any Quality Directorate finance plans as required.
2. Observe personal duty of care in relation to equipment and resources used in the course of work.
3. Perform authorised signatory function for those direct reports within the patient experience team (including expenses).

People Management

1. Deputise for the Patient Experience & Participation Manager as appropriate.
2. The post holder will share the responsible of the management of the resolution administration support staff and other roles within the team as required. Ensuring they receive day-to-day support, regular one-to-ones, annual objective setting and appraisals and Personal Development Plans, handling any grievances or disciplinary matters, reviewing work performance and conduct, work allocation and monitoring.
3. Deliver one-to-one training as part of local staff induction/orientation programmes.
4. Maintain own professional development and requirement to take part in annual objectives and appraisal.
5. Responsible for Professional Body requirements, i.e. NMC revalidation, HCPC ongoing registration etc. (as appropriate).

Research & Development Activity 

1. The post holder will undertake research and development as required.
2. Monitor quality issues relating to informal and formal complaints by those that have accessed and raised concerns about the Trust’s services, act on the results and disseminate learning to all Trust staff.
3. Benchmark and keep up to date in research and improvements related to resolution process to support a progressive and innovative approach to how concerns/complaints can be captured and developed in order to continue to provide high quality care.

Safeguarding Clause 

The trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff and volunteers to share this commitment. Rigorous recruitment checks are carried out and where applicable to the role successful applicants will be required to undertake a criminal records check via the Disclosure and Barring Service (DBS).

Infection Control

1. The trust staff are responsible for protecting themselves and others against infection risks.
2. All staff regardless of whether clinical or not are expected to comply with current infection control policies and procedures and to report any problems about this to their managers.
3. All staff undertaking patient care activities must attend infection control training and updates as required by the trust.
4. All clinical staff or any staff working in clinical areas are expected to be bare below the elbow with no hand or wrist jewellery except for one plain band (no stones or engraving)

Health and Safety 

1. Employees must be aware of the responsibilities placed upon them under the Health and Safety at Work Act (1974), to ensure the agreed safety procedures are carried out to maintain a safe environment for employees and visitors.
2. To ensure that the trust’s Health and Safety Policies are understood and observed and that procedures are followed.
3. To ensure the appropriate use of equipment and facilities and the environment is maintained in good order.
4. To take the necessary precautions to safeguard the welfare and safety of themselves, patients, staff and visitors, in accordance with the Health and Safety at Work Act.
5. To undertake appropriate Health and Safety training to support safe working practice including, where appropriate, its management.

Code of Conduct 

The post holder is required to adhere to the Conflicts of Interest Policy

Clinical and Practice Governance

1. Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of current Data Protection legislation.
2. Any data that is taken/shared as part of a phone call or transported, faxed or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.   
3. The post holder must adhere to the Trust risk assessment and risk management processes.
4. The post holder must adhere to infection control policies and procedures.
5. Undertake mandatory training and any other training relevant to the role as required by East of England Community Health and Care NHS Trust.
6. The post holder must participate in clinical and other audits as required.
7.  Provide patients and their families/carers with information on standards they should expect from the team.
8. The post holder is required to participate in relevant emergency preparedness processes for their team.