Crynodeb o'r swydd
Teitl cyflogwr
PALS Complaint Officer
Band 5
Trosolwg o'r swydd
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
Prif ddyletswyddau'r swydd
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.
Gweithio i'n sefydliad
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.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
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.
Manyleb y person
Person Specification
Meini prawf hanfodol
- Minimum of at least 2 years experience within the NHS
- Experience of supporting a team
Meini prawf dymunol
- Previous complaint management within the NHS
- Sound working knowledge of DATIX
Qualifications
Meini prawf hanfodol
- Good standard of education to include Maths and English at GCSE grade C or above, or equivalent qualification.
- Educated to relevant NVQ Level 4
Meini prawf dymunol
- Studied at Degree level in a relevant subject
- Experience of drafting letters of response to complaints
Skills
Meini prawf hanfodol
- Ability to plan, organise and prioritise own work to achieve deadlines
- Ability to use initiative to make a decision within responsibilities of role and recognise when assistance is required
- Excellent attention to detail and accuracy
- Positive and flexible approach to work
- Excellent verbal and written communication skills, with ability to adapt appropriate method of communication
Meini prawf dymunol
- Experience in the management/supervision and mentorship of staff
- Previous experience in the promotion of patient feedback and the provision of the complaint service
Gofynion ymgeisio
Mae'r swydd hon yn ddarostyngedig i Orchymyn Deddf Adsefydlu Troseddwyr 1974 (Eithriadau) 1975 (Diwygio) (Cymru a Lloegr) 2020 a bydd angen cyflwyno Datgeliad i'r Gwasanaeth Datgelu a Gwahardd.
Dogfennau i'w lawrlwytho
Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol
- Enw
- Caroline Marsden
- Teitl y swydd
- Complaints and Feedback Manager
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 01302 648065
Rhestr swyddi gyda Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust yn Gwasanaethau gweinyddol neu bob sector