Complaints Manager

Job description

Job summary

THIS POST IS FIXED TERM/SECONDMENT FOR 6 MONTHS DUE TO MEET THE NEEDS OF THE SERVICE

Working as part of the People's Experience Department this role is pivotal to improving the quality of people's experience at BCUHB. The post holder will be responsible for managing highly sensitive complaints capturing, measuring and improving patient and carer experiences across BCU HB.

As a manager working at corporate level across the organisation the post holder(s) will play a key role and have freedom to act in administering the organisation's arrangements for investigating and responding to complaints, claims and incidents, to be known collectively as 'concerns,' in line with the requirements set out by the Welsh Government (WG) along with the line management and day to day supervision of the Concerns Team providing detailed analysis of trends within concerns and plan for future capacity requirements in investigating and improving identified areas within the organisation.

The post holder will be responsible on a daily basis to autonomously manage and co-ordinate the concerns received by the organisation. Ensuring that investigations are instigated in an appropriate manner and that the concern in managed from inception to completion by utilising templates and processes developed and to ensure that responses are received within agreed timescales and are quality assured prior to distribution.

Main duties of the job

The post holder will as a member of the Medicine directorate management Team in the implementation of a long term, standard, consistent approach to NHS Redress ensuring that all concerns are investigated using the same tools and methodology/techniques to aid resolution. The post holder apply the introduction and maintenance of systems (databases / spreadsheets / business plans etc) which recognise the need to learn from concerns as well as seeking remedies for patients including where appropriate the provision on redress for anyone harmed by the services it provides

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply

IF YOU ARE INTERESTED IN APPLYING FOR THE SECONDMENT POSITION, YOU MUST OBTAIN PERMISSION FROM YOUR CURRENT LINE MANAGER PRIOR TO APPLYING FOR THIS POST.

About us

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Job description

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

Job description
Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

Person Specification

Essential

Essential

• oPost Graduate level of education in relevant subject or demonstrable equivalent experience oSpecialist knowledge in the Concerns function (claims/investigations or complaints)
• oAbility to work at all levels across the organisation including presenting to meetings. oExcellent time management skills and ability to work to deadlines.
• oAnalytical skills - ability to make judgements about facts or situations

Desirable

• oExperience in investigation techniques, patient safety concerns management and risk & risk management, using a range of complementary tools, e.g. Being Open, Root Cause Analysis, and Incident Decision Tree
• oExperience of using and managing information to determine priorities and demonstrate service levels
• oAbility to learn from experience and adapt to changes and new challenges

Application Form and Interview

Essential

• oHighly developed written and verbal communication skills

Desirable

• oDemonstrable evidence of successful multi-disciplinary team working

interview

Essential

• IT literate including analysis of highly complex data
• oReport writing skills

Desirable

• Demonstrable and consistent evidence of organisational and personal learning and change from patient safety concerns, patient experience concerns or improvement programmes
• oSupervisory experience

Person Specification
Essential

Essential

• oPost Graduate level of education in relevant subject or demonstrable equivalent experience oSpecialist knowledge in the Concerns function (claims/investigations or complaints)
• oAbility to work at all levels across the organisation including presenting to meetings. oExcellent time management skills and ability to work to deadlines.
• oAnalytical skills - ability to make judgements about facts or situations

Desirable

• oExperience in investigation techniques, patient safety concerns management and risk & risk management, using a range of complementary tools, e.g. Being Open, Root Cause Analysis, and Incident Decision Tree
• oExperience of using and managing information to determine priorities and demonstrate service levels
• oAbility to learn from experience and adapt to changes and new challenges

Application Form and Interview

Essential

• oHighly developed written and verbal communication skills

Desirable

• oDemonstrable evidence of successful multi-disciplinary team working

interview

Essential

• IT literate including analysis of highly complex data
• oReport writing skills

Desirable

• Demonstrable and consistent evidence of organisational and personal learning and change from patient safety concerns, patient experience concerns or improvement programmes
• oSupervisory experience

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.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Additional information
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.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Employer details

Employer name

Betsi Cadwaladr University Health Board
Address

Glan Clwyd Hospital

Sarn Lane, Bodellwyddan, LL18 5UJ

Bodelwyddan

LL18 5UJ

United Kingdom

Employer's website