Patient Experience and Complaints Manager for Women’s Health
Job Description
Job title: Patient Experience and Complaints Manager for Women’s Health
Company: NHS
Job description: We are looking for a full time Patient Experience and Complaints Manager with the Women’s Health Care Group (37.5 hours per week)We need someone who is enthusiastic, motivated, and who is able to organise and co-ordinate a wide range of tasks within tight timescales, to work under pressure, show initiative and play an important role in the management and resolution of complaints.This post will help with the management of a complaints portfolio; with the opportunity to identify concerns and to enable them to be effectively addressed in a caring and efficient way. Importantly this helps our Trust to identify what we can change to make our services better for our patients. You will work closely with your colleagues in the PALS team and colleagues around the Trust.You need to be able to speak professionally, calmly and kindly with complainants and where possible help get an early resolution. You will also need excellent letter writing skills to write clear, honest and empathetic complaint responses.You must like working with people and want to make a difference to our patients, their carers/friends/families and your colleagues, as well as making a positive contribution to our team and service. If you are a hardworking, committed, confident individual with all of the above skills, with some experience of working in any complaints environment, or you are a registered midwife looking to work within the governance team we would like to hear from you.Main duties of the jobThe post holder will comply with all statutory and regulatory guidelines and ensure a high level administration to meet targets, in line with the Trust’s Complaints and PALS policies. The post holder will maintain robust, transparent and secure administrative systems to ensure information is kept efficiently and effectively and which complies with corporate and information governance.As part of the complaint management the post holder will ensure all the details of a complaint have been thoroughly understood and logged (which will have taken place during the triage process) and the client’s intentions and preferences are noted. You will need to build a rapport with the complainant and keep them updated throughout the complaints process. You will build relationships with the care groups to enable you to challenge and support the care groups to meet the timescales agreed with the complainant. With your care group colleagues you will write clear and comprehensive responses, working towards our goal of getting it right first time. An important part of this role will also establish any learning and actions from complaints, which can also be shared with the wider Trust.About usWe are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 800,000 people. Our vision is ‘great healthcare from great people’. Everything we do is guided by our values: ‘People feel cared for, safe, respected and confident that we are making a difference’. We have a new way of working at East Kent Hospitals, called ‘We care’. It’s about empowering frontline staff to lead improvements day-to-day. We’re looking for compassionate people to be part of our improvement journey for the patients, families and carers we care for every day.Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.Please note that if you require a Certificate of Sponsorship to work in the UK you must declare this on your application form, even if you currently have a certificate of sponsorship or a work permit for another role and are already working in the country. Please note we are only able to sponsor candidates on a Skilled Worker Visa applying for roles Band 5 and above.Date posted06 September 2024Pay schemeAgenda for changeBandBand 6Salary£37,338 to £44,962 a year per annumContractPermanentWorking patternFull-time, Part-time, Job share, Flexible working, Home or remote workingReference number344-7173WCYJob locationsKent and Canterbury HospitalEthelbert RoadCanterburyCT1 3NGJob descriptionJob responsibilitiesPlease scroll down to access the full Job Description and Person Specification located in ‘supporting documents’. Job descriptionJob responsibilitiesPlease scroll down to access the full Job Description and Person Specification located in ‘supporting documents’.Person SpecificationKnowledgeEssential
- Please confirm your experience of working in a complaints environment and being able to demonstrate skills in resolving complaints informally and writing a great written complaint response.
- We need someone with good verbal and written skills, please demonstrate how you can meet this criteria.
- You need to be able to triage complaints and information from an investigation. Please demonstrate how you can meet this requirement.
- Registered Midwife with relevant experience at Band 6
Desirable
- Do you have experience of working in the NHS or public sector, in what role and for how long?
- Do you have any experience of working in the NHS with PALS or complaints?
SkillsEssential
- We need someone with a good grasp of working with Microsoft Outlook and Word, with good keyboard skills. How do you meet this need?
- Can you please demonstrate how you are able to organise yourself to meet timescales?
- We need someone who is good at building a rapport and relationships. Please provide details of how you have done this previously in a professional role.
Desirable
- Do you have experience of working with a database?
Person SpecificationKnowledgeEssential
- Please confirm your experience of working in a complaints environment and being able to demonstrate skills in resolving complaints informally and writing a great written complaint response.
- We need someone with good verbal and written skills, please demonstrate how you can meet this criteria.
- You need to be able to triage complaints and information from an investigation. Please demonstrate how you can meet this requirement.
- Registered Midwife with relevant experience at Band 6
Desirable
- Do you have experience of working in the NHS or public sector, in what role and for how long?
- Do you have any experience of working in the NHS with PALS or complaints?
SkillsEssential
- We need someone with a good grasp of working with Microsoft Outlook and Word, with good keyboard skills. How do you meet this need?
- Can you please demonstrate how you are able to organise yourself to meet timescales?
- We need someone who is good at building a rapport and relationships. Please provide details of how you have done this previously in a professional role.
Desirable
- Do you have experience of working with a database?
Expected salary: £37338 – 44962 per year
Location: Canterbury
