Job Reference: BBBH42637
Job Duration: 10 Weeks
Start date: ASAP
Description:
Senior PALS & Complaints Officer (On-Site)
£220 - £229 Per Day (Inside IR35)
3 daysper week (ideally Monday, Wed, Fri) but can be flexible
22.5 Hours Per Week
10 Week Contract
Greenwich and Lewisham (Commutable from all London Area's)
My Client with an office based at the Queen Elizabeth Hospital Site in London are seeking a Senior PALS and Complaints Manager on an initial 10 Week contract basis with (37.5 hours a week, flexible working) paying £220-£229 per day.
Job Summary
The Senior PALS & Complaints Officer will:
* Take on a caseload of complaints that have exceeded the initially prescribed time in which the Trust expected to have resolved them.
* Work as part of the central complaints team, alongside specific clinical groups, and in liaison with complainants, advocates and staff at all levels within the Trust.
* Provide expert advice and guidance on regulation and casework issues to the Band 5 complaints officers. Co-ordinate responses to the most complex complaints received by the Trust and, in doing so, ensuring that each complaint is listened to, understood, properly considered, appropriately responded to and learnt from.
* Draft complaint response letters for the most complex complaints for signature by the Chief Executive.
* Support the teams' reporting work by regularly auditing the use of the Ulysses complaints module.
* Analyse complaints received, identifying trends, themes and opportunities for improving the quality ofthe Trust's service and experiences of service users.
* Escalate complex and/or high-profile patient complaints and, where necessary, liaise directly with service providers and clinical staff on behalf of patients.
* Contribute to complaints reports/KPI dashboards.
* Provide advice, support and guidance to divisions on resolving concerns and complaints via local resolution.* Chair local resolution meetings between complainants and divisional staff.
* Train complaints staff and participate in training other staff groups across the Trust on how to successfully deal with complaints.
* Organise the rota to ensure the service is covered during leave or absence of complaints officers.
* Deputise in the absence of the PALS & Complaints ManagerExperience
* Experience of Working in a pressured service delivery environment
* Previous NHS Complaints Experience
*Experience of producing written material to a high standard
* Experience with the complaints module of the Ulysses risk management database and the exporting and analysis of data
Qualifications
* Graduate level of education professional qualifications, equivalent experience working in a relevant specialist area.
* Expert understanding of complaints investigation and management in the contact of clinical governance in the NHS
* Detailed knowledge and understanding of the Local Authority Social Services and National Health Complaints (England) Regulations 2009
* Evidence of continuing professional development
SeniorPALS & Complaints Officer (On-Site)
£220 - £229 Per Day (Inside IR35)
3 days per week (ideally Monday, Wed, Fri) but canbe flexible
22.5 Hours Per Week
10 Week Contract
Greenwich and Lewisham (Commutable from all London Area's)
Industry: Public Sector and Government
Salary: £220 - £229 per day
Salary Benefits:
Vacancy Type: Contract
Job Skills: -
Contact Name: Bilal Ramay
Website: -
Direct Application URL: -