Job summary
- Main area
- Patient Advice and Liaison Service
- Grade
- Band 5
- Contract
- Permanent
- Hours
- Part time - 22.5 hours per week
- Job ref
- 272-6339910-A
- Employer
- Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Doncaster Royal Infirmary
- Town
- Doncaster
- Salary
- £28,407 - £34,581 Pro Rata Per Annum
- Salary period
- Yearly
- Closing
- 17/07/2024 23:59
Employer heading
PALS Complaint Officer
Band 5
Job overview
Planning and initiating complain investigations. To ensure complaints are investigated appropriately, thoroughly and timely monitoring progress and assisting in the resolution of potential delays.
Support the PALS Team leader in ensuring that the Trust complies with national standards and procedures as per regulatory bodies i.e. the ICB, NHS England and the Parliamentary Health Service Ombudsman. To provide statistical analysis regarding performance for internal assurance and for external organisations.
As part of the PALS team to act as point of contact for complaint investigation and management for both internal and external staff and organisations.
Provide support for the analysis of complaints and trends at Directorate and Trust level through the Clinical Governance mechanisms and to drive any corrective actions identified
Main duties of the job
The post holder will manage and co-ordinate all complaints received within the Trust and decide on how the correspondence received should be processed, e.g. formal complaint, informal complaint, and professional to professional enquiry, in line with the NHS Complaints Standards
The post holder will review, allocate and manage the cases of complaints received in the Trust.
The post holder will be responsible for ensuring that all types of complaints are appropriately, promptly and accurately recorded on DATIX to ensure accurate up-to date information is available at all times.
The post holder will work closely with divisions and directorates to develop and maintain effective relationships with Trust staff at all levels so that divisional teams are supported in the investigation of complaints, ensuring all complainants’ issues are addressed.
Working for our organisation
DBTH is one of Yorkshire’s Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues.
It is our goal to give those who join Team DBTH the tools and opportunities to grow their career, it’s our pledge to help you Develop, Belong and Thrive, Here.
As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.
We offer a range of benefits to support our people including:
• Extensive range of learning opportunities
• NHS Pension Scheme
• Generous holiday entitlement in line with Terms & Conditions
• Comprehensive health and wellbeing support
• NHS Car Lease schemes and a range of salary sacrifice scheme
• Discounts on restaurants, getaways, shopping and finance through external providers.
Detailed job description and main responsibilities
Please see attached to the advert a job description and person specification for further details. Please ensure you read both documents carefully.
Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential.
Person specification
Knowledge and Experience
Essential criteria
- Experience of supporting a team
- Experience working in an environment with conflicting pressures and changing workload
- Experience of working within the NHS
Desirable criteria
- Previous complaint management within the NHS
- Knowledge of DATIX
Qualifications/Training
Essential criteria
- Educated to degree level or equivalent qualification or experience.
- Computer literate with experience of Microsoft word, outlook, excel and accurate typing skills
Personal Attributes & Skills
Essential criteria
- Good communication and interpersonal skills including the ability to listen and communicate effectively verbally and in writing.
- Ability to deal with disagreement/conflict and to mediate when service users and staff have differing perspectives.
- Exercise own judgement when dealing with enquiries from patients, carers or other professionals
- Ability to prioritise and manage a number of conflicting requirements in a professional manner and deal with a number of issues at the same time
Desirable criteria
- Ability to use own initiative to solve problems and work with minimal supervision as part of a team.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Caroline Marsden
- Job title
- Complaints and Feedback Manager
- Email address
- [email protected]
- Telephone number
- 01302 648065
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