Job overview

This post is Fixed term/Secondment for 13 months due to Maternity Cover.

We are seeking to appoint 1 x Complaints Co-ordinator Officer to support the service at the Wrexham Maelor hospital, East Area and to provide support across the wider North Wales service.

As an officer working at corporate level across the organisation the post holder(s) will play a key role in supporting the Complaint Manager(s) and administering the organisation's arrangements for investigating and responding to complaints, in line with the requirements set out by the Welsh Government (WG). 

The successful candidate will be responsible on a daily basis to autonomously manage and co-ordinate the concerns received by the organisation. 

The post holder will support the Complaint Lead, Senior Complaint Manger and Complaint Manager in the implementation of a long term, standard, consistent approach to NHS Redress ensuring that all concerns are investigated using the same tools and methodology/techniques to aid resolution. The post holder will maintain systems (databases / spreadsheets / business plans etc.) ensuring that all information is captured allowing detailed statistical and analysis report to be produced.

You will need to be enthusiastic, motivated, sensitive and tactful; educated to degree level (or equivalent experience) and have experience in dealing with stakeholders/patients/carers/members of the public in what often can be difficult and challenging situations.

Main duties of the job

The main responsibilities of the post are:

• Support the Complaints Manager in applying the policies and processes to ensure that the Health Board meets the requirements of the Putting Things Right Regulations.
• To be responsible for autonomous case management of concerns from inception to completion ensuring that a range of techniques are used to aid the resolution of concerns, including obtaining independent clinical advice, legal advice, promoting the use of advocacy and facilitation, being open, providing apologies and where appropriate the offer of compensation, further treatment and rehabilitation.
• To act as a point of contact for Services to support investigations into complaints to include providing expert knowledge and advice, information, templates, review of responses, discussions regarding investigations and support in facilitating meetings.
• Produce daily / weekly reports (Situation Reports), highlighting key themes and trends in relation to complaints.

The post holder will:

• Work in collaboration with the Patient Experience Department to manage Early Resolution complaints.
• Responsible for providing over-arching business support (including managerial, administrative, secretarial and organisational support) to the Complaints Team, Senior Managers and Directors.
• The appointee will be required to work confidently and autonomously for the majority of the time without immediate guidance and day-to-day delivery of the urgent responsibilities.

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB)  North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Applications may be submitted in Welsh.  Applications submitted in Welsh will not be treated less favourably than an application submitted in English.