Temp up to 12 weeks – with view to go perm
We have an exciting opportunity for an experienced Complaints Coordinator who has an understanding of NHS complaints regulations to join a Charity organisation.
The Quality Assurance team helps the Company meet its strategic objectives through ensuring that they provide the highest standard care, improve the way people are cared for in the UK through research and innovation in service design, and support clinical teams in doing their jobs well.These are key components of our three strategic objectives.
This role will support the management of feedback, complaints and incidents from patients, carers, families, healthcare professionals and staff. The purpose of the role is to provide administrative and investigative support to ensure that complaints are managed in line with the Charity’s policies, procedures and relevant legislation.
Key outcomes that when achieved fulfil the job’s purpose
- Patients, carers, families and healthcare professionals are able to tell us about their experiences.
- Complaints and incidents are managed and investigated in accordance with the Charity’s policy and procedure and relevant legislation.
- Feedback, complaints and incidents are accurately recorded and acted upon
- We are able to demonstrate that we listen to people that use our services, and that we continually learn from feedback, complaints and compliments, and are striving to improve the delivery of care in a variety of health and social care settings
- The Quality Assurance team provides rigorous, fair and consistent information to the organisation that allows it to learn, continuously improve, and meet its strategic objectives
The Complaints Coordinator Duties & Responsibilities will include:
- Support the Feedback and Complaints Manager to ensure that complaints and incidents are handled sensitively, effectively and in line with relevant policies, guidance and legislation.
- Manage the complaints and comments mailboxes.
- Review and assessment of correspondence to determine how to respond, who to forward queries onto and identify and escalate risk where appropriate.
- Responding to patients, families, carers, healthcare professionals and members of the public.
- Ensure that complaints and incidents are logged within two working days of receipt.
- Record and input complaints and incident data accurately.
- Maintain excellent record keeping standards to ensure that all relevant documentation is recorded onto the complaints/ incidents database.
- Carry out timely and comprehensive investigations of complaints and incidents. This includes detailed review of Patient Connect records, audit trails and telephone calls. • Produce clear, concise reports setting out investigation findings, evidence-based conclusions, recommendations (where appropriate), explanation of the rationale, evidence considered and further enquiries and next steps.
- Produce and distribute weekly reports of upcoming complaint responses to ensure that response KPIs are met.
- Weekly review of closed complaints to identify data quality issues and communication with services to improve data quality.
- Liaise with regions regarding complaint investigation outcomes.
- Collate and prepare feedback data for monthly, quarterly and annual reporting.
- Produce and assist in the writing of the PCX feedback section of the quarterly reports
- Assist in the collation, preparation and analysis of complaints data for monthly, quarterly and annual reporting.
- Draft procedural guides for Patient and Carer Experience processes
- Provide one to one coaching and feedback on data quality issues
- Manage and act as the administrator for Meridian responding to requests for access to and queries from system users.
- Assist devising and delivering bespoke training sessions
- Collation of data for the KPI dashboard
- Organising discovery interviews with patients/carers via emails and letters
- Carry out ad hoc administrative tasks and requests for information.
- Work co-operatively and effectively with other team members, assist team in planning, setting goals and resolving problems as well as contributing to prioritising workflow in order to meet deadlines
- Assist in setting up meetings, booking training events, arranging travel and accommodation, liaising with colleagues in other departments etc.
- Work as a member of the team and develop professional relationships with all staff and others with whom you come into contact with during the course of your work to ensure and promote quality.
The successful Complaints Coordinator will have:
- Complaints experience within a healthcare setting
- Understanding of NHS complaints regulations
- Knowledge and experience of working with complaints/complaints handling procedures
- Ability to analyse complex and lengthy correspondence/data to identify issues and appropriate further action
- Experience of proactively managing sensitive and difficult situations
- Experience of working with IT databases and systems, using Microsoft office to collate and analyse data
- Ability to demonstrate compassion and sensitivity
- Excellent written and verbal communication skills
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