Key Result Areas & Performance:

Concern and Complaint Process:

• The post holder will advise, guide and support the concern and complaints facilitators in handling all complaints, concerns and other feedback from the public for the Trust, under the overall management of the Concerns and Complaints Manager.
• Take on a caseload of complaints (level 2), for corporate areas, and maintain a level of oversight for complaints that are being managed across the clinical divisions.
• To record in writing telephone calls and meetings with service users, carers and the public.
• To empower service users, carers and the public and facilitate choice by providing information and signposting to other relevant services.
• Build and maintain good relationships with clinical and non-clinical staff across the Trust.
• Build and maintain good relationships with key stakeholders and the local community
• Participate in community outreach work to publicise the role of the Concerns and Complaints department.
• Act autonomously on a day to day basis, referring to the Senior Concerns & Complaints Officer or Concern and Complaints Manager, as required.
• To co-ordinate implementation of service user and carer feedback mechanisms
• To ensure that systems are in place to communicate the key issues of the Concerns and Complaints service to those outside the Trust
• To ensure that all Trust staff are aware and informed of the key functions and purpose of Concerns and Complaints Department.
• To organise / co-ordinate / attend relevant meetings, representing the team and disseminating information as appropriate.
• The post holder will be responsible for ensuring that all types of complaints are appropriately, promptly and accurately recorded the Trust’s Local Risk Management System, Ulysses to ensure accurate up-to-date information is available at all times.
• The post holder will audit formal and informal complaints to ensure that they have been investigated appropriately in line with the Trust and NHS complaints standards.
• Ensure that complex complaints are dealt with in a sensitive and timely manner
• To advise the public on the Trust’s Complaints Procedure.
• To record in writing complaints raised, initiate and oversee their investigation and resolution, in line with the Complaints Procedure.
• To ensure the timely processing of concerns and complaints according to the Complaints Procedure and Departmental performance requirements, in liaison with managers.
• To oversee and support managers and staff in the investigation of complaints for the Chief Executive.
• Organise and chair meetings between staff and patients, carers and relatives.
• Record the local resolution meeting using audio recording equipment if consent has been obtained from all parties
• To record telephone calls and meetings with complainants and produce accurate and concise reports.
• To follow up any changes to procedure to ensure they link with Trust wide and local practice governance procedures and to ensure any changes coming out of Complaints/concerns issues are addressed.
• To adapt procedures within the Trust in response to legislative changes.
• Produce reports for Directorates/Departments as and when requested.
• Provide information to Trust staff on the NHS complaints procedure.
Patient Information
• Advise authors on the procedure for publishing patient information
• Liaise with authors to ensure guidelines are met
• Receive new drafts of patient information electronically from authors
• Liaise with the Trust’s Head of Library to ensure patient information is of the highest standard
• Publish patient information on concerns and complaints on Trust Intranet.
Other duties and responsibilities
• Provide day to day line management of Concerns and Complaints Facilitators.