Complaints Investigation Officer

Job description

Job summary

We are seeking torecruit a part-time Complaints Investigation Officer (18.75 hours per week).

The idealcandidate will possess relevant experience and demonstrate the ability tocollaborate effectively with a variety of people in order to conduct thoroughinvestigations.

This position involves liaison with complainants, staff across the Trust, andmembers of the Patient Experience Team. The successful applicant will beexpected to work efficiently and deliver high-quality, evidence-based responses for complex cases within set timelines to address areas of concern.

Main duties of the job

• To investigatethe care, treatment and support in place when complaints have been made inorder to inform improvement in the safety and quality of services provided bythe Trust.
• To facilitatetimely and inclusive case specific investigations; to establish the facts,identify possible contributory or causal factors, highlight resultant learning,consider improvements required and recommendations from the reports of reviewsundertaken.
• To undertakecomplaints investigations as set out in the Local Authority Social Services andNational Health Service Complaints (England) Regulations 2009.
• Liaise withthose affected by complaints and their carers (meeting withmanagers/practitioners/clinicians/relatives following complaints to considerissues arising, learning resulting and service responses required).
• To coordinatethe Trusts response in relation to complaints, ensuring that final responseletters are produced to a high standard and in the agreed timescales.

About us

About Devon Partnership Trust

We provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally. We are passionate about promoting good mental health & wellbeing. We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery.

We are committed to developing a culture of coproduction, involving patients, families & carers in everything we do

Our values

We not only recruit based on qualifications & experience - we recruit individuals who possess & demonstrate the behaviours which underpin our Trusts core values. These include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion. We can bring those values to life in our everyday tasks by giving a smile; making time for people; challenging ourselves & others, & being open to new ideas.

We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part time & flexible working applications will be considered & supported, where possible. We particularly encourage applicants with lived experience of mental health conditions, neurodiversity or learning disabilities. We are a Disability Confident Leader.

Job description

Job responsibilities

Please see the attached Job Description and Person Specification which will provide further information on this role.

Job description
Job responsibilities

Please see the attached Job Description and Person Specification which will provide further information on this role.

Person Specification

Qualifications

Essential

• Post Graduate Diploma in risk management procedures or equivalent level experience.
• Specialist knowledge of Health & Social Care regulations, policies and procedures gained through knowledge or relevant experience.
• Risk Management and Complaints Handling qualification or equivalent gained through experience.

Desirable

• Completed the trust complaints investigating officer training.

Knowledge and Skills

Essential

• Specialist knowledge of NHS Complaints Procedure and organisational policy and procedures in relation to the management of complaints and other frameworks for the investigation of complaints.
• Detailed working knowledge of risk management policies and regulations pertaining to experience, safety and risk
• Awareness of Mental Health and Mental Capacity Acts, Health and Safety legislation, Information Governance requirements, Data Protection Act, Human Rights Act and Equality and Diversity Issues
• Good communication skills, including an approach which is supportive, sensitive and empathic with those involved in, or affected by, complaints, incidents and near misses
• Good communication skills with all levels of staff across professions and with partner agencies
• Confident and effective when dealing with difficult issues with staff in a group setting
• Ability to influence key stakeholders within complex organisational structures
• Excellent analytical skills required in relation to reviewing assessment, service responses and all aspects relating to complaints, clinical effectiveness and quality governance
• Ability to prioritise competing demands on a daily basis and respond accordingly
• Ability to plan, implement and monitor own workload
• Proactive and able to work under own initiative without direct supervision
• Ability to work under pressure and to tight deadlines as required
• Good computer skills (including word and excel)
• Letter / report writing experience
• Excellent standard of written English

Experience

Essential

• Experience of undertaking complaints investigations and the preparation response letters.
• Quality governance experience in relation to experience, safety and risk (including review of complaints)

Person Specification
Qualifications

Essential

• Post Graduate Diploma in risk management procedures or equivalent level experience.
• Specialist knowledge of Health & Social Care regulations, policies and procedures gained through knowledge or relevant experience.
• Risk Management and Complaints Handling qualification or equivalent gained through experience.

Desirable

• Completed the trust complaints investigating officer training.

Knowledge and Skills

Essential

• Specialist knowledge of NHS Complaints Procedure and organisational policy and procedures in relation to the management of complaints and other frameworks for the investigation of complaints.
• Detailed working knowledge of risk management policies and regulations pertaining to experience, safety and risk
• Awareness of Mental Health and Mental Capacity Acts, Health and Safety legislation, Information Governance requirements, Data Protection Act, Human Rights Act and Equality and Diversity Issues
• Good communication skills, including an approach which is supportive, sensitive and empathic with those involved in, or affected by, complaints, incidents and near misses
• Good communication skills with all levels of staff across professions and with partner agencies
• Confident and effective when dealing with difficult issues with staff in a group setting
• Ability to influence key stakeholders within complex organisational structures
• Excellent analytical skills required in relation to reviewing assessment, service responses and all aspects relating to complaints, clinical effectiveness and quality governance
• Ability to prioritise competing demands on a daily basis and respond accordingly
• Ability to plan, implement and monitor own workload
• Proactive and able to work under own initiative without direct supervision
• Ability to work under pressure and to tight deadlines as required
• Good computer skills (including word and excel)
• Letter / report writing experience
• Excellent standard of written English

Experience

Essential

• Experience of undertaking complaints investigations and the preparation response letters.
• Quality governance experience in relation to experience, safety and risk (including review of complaints)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Devon Partnership NHS Trust
Address

Franklyn House

Franklyn Drive

Exeter

Devon

EX4 8PQ

United Kingdom

Employer's website