Job overview

·        Working as part of the People’s Experience Department this role is pivotal to improving the quality of people’s experience at BCUHB. The post holder will be responsible for managing highly sensitive enquiries and complaints capturing, measuring and improving patient and carer experiences across BCU HB.

·        As a manager working at corporate level across the organisation the post holder(s) will play a key role and have freedom to act in administering the organisation’s arrangements for supporting PEARS (People’s Enquiry and Resolution Service) and investigating and responding to complaints, claims and incidents, to be known collectively as ‘concerns,’ in line with the requirements set out by the Welsh Government (WG) along with the line management and day to day supervision of the Concerns Team providing detailed analysis of trends within concerns and plan for future capacity requirements in investigating and improving identified areas within the organisation.

·        The post holder will be responsible on a daily basis to autonomously manage and co-ordinate the concerns and enquiries received by the organisation. Ensuring that investigations are instigated in an appropriate manner and that the concern in managed from inception to completion by utilising templates and processes developed and to ensure that responses are received within agreed timescales and are quality assured prior to distribution.

Main duties of the job

·        The post holder will as a member of the PEARS Team 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 apply the introduction and maintenance of systems (databases / spreadsheets / business plans etc) which recognise the need to learn from concerns as well as seeking remedies for patients including where appropriate the provision on redress for anyone harmed by the services it provides.

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

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.

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