Job overview

***INTERNAL APPLICANTS ONLY***

This is a fixed term opportunity to join the Quality & Safety team at Wye Valley NHS Trust as a complaints administrator.

The successful applicant will act as a point of contact for the complaints team, working collaboratively with the Patient Advice and Liaison Service (PALS) to provide a seamless service for patients and service users wishing to raise concerns and complaints.

The complaints administrator will receive, acknowledge and accurately record complaints from patients, carers and visitors to the Trust, listening to concerns raised, acting quickly to liaise with Trust staff to facilitate early resolution where possible. 

The post holder will efficiently record communication with complainants and ensure that feedback records are updated until they are able to be closed. 

We are looking for an empathetic and compassionate individual with excellent organisational skills who is passionate about using feedback to improve patient care to join our team.

Main duties of the job

See Job Description for full details.

• To accurately record all contacts, interventions and outcomes on to the Trust’s electronic feedback recording system (InPhase)
• To communicate with patients, carers and visitors either via email or by telephone to discuss their concerns and identify the best means of resolution
• To be responsible for escalating patient safety issues identified within feedback
• To collate and prepare files for submission to the Public Health Service Ombudsman when requested.
• To plan, arrange and co-ordinate meetings with patients and other members of staff and, in the absence of the Complaints Coordinator, where possible attend, record and note complaint meetings.
• To keep complainants updated on the progress of their complaints including sending out any letters or updates.
• To work with the Patient Experience Coordinator to ensure all relevant guidance and legislation in respect to NHS complaints management is followed.
• To contribute to the monitoring and analysis of themes and trends of complaints

Working for our organisation

Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire University NHS FT, George Eliot Hospital NHS Trust and Worcestershire Acute NHS Hospitals Trust.

Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.

We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care wed want for our family and friends.

More than 3,000 people work for the Trust they tell us its a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.

We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.

Russell Hardy, Trust Chairman: “The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential.”

Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time.