Complaints Officer - B5

• From Treatment to Prevention: Embedding preventative, personalised and population based approaches to commissioning.
• From Hospital to Community: Championing care model redesign that supports community and neighbourhood health.
• From Analogue to Digital: Enabling clinically driven transformation through digital innovation, data analytics and evidence based improvement.

• Support implementation of policy and / or service developments related to complaints management.
• Support team to ensure compliance with relevant ICB policies
• Completes surveys or evaluations to support policy implementation

• Understanding of complex data relating to complaints management
• Helps present insights and reports, drawing on complex data, that can be used to inform decision making and delivery
• Use of data and insight to contribute to reporting, including performance management, financial and quality reporting against agreed contractual or project deliverables

• Support development and delivery of project plans relating to complaints management, helping develop effective arrangements to support governance, risk management, escalations and reporting
• Support coordination of meetings and events to support delivery of project plans
• Capturing effective minutes, actions and decisions from meetings and events
• Manage competing priorities, prioritizing own resources to effectively deliver agreed tasks or projects
• Ensure accurate reporting and records management

• Work collaboratively, modelling inclusive, respectful and compassionate behaviours
• Supports development of high quality written and verbal briefings
• Build strong, trust-based relationships across the ICB as needed
• Supports effective engagement with patients and the public as required
• Work effectively in multi-disciplinary teams to help deliver agreed projects / manage directorate
• Effective management of complex, sensitive and challenging information

• Supports delivery of budget for complaints management, including effective reporting as required
• Supports procurement of relevant services

• Supports wider understanding of projects across the ICB and system
• Able to influence in order to deliver effectively through others
• Support the effective transition of relevant functions to new portfolios within or beyond the ICB to support the new NHS operating model, in line with the requirements of the Model ICB Blueprint
• Work collaboratively with system partners to facilitate transitional arrangements
• Maintain a focus on quality, safety and affordability during transition
• Supporting effective Information Asset Management for the team

• Use initiative and work independently as needed to deliver on requirements of the role
• Primarily desk-based work that requires use of visual display units, focused concentration and frequent participation in on-line or in person meetings
• Able to use software required to develop report, including ability to deliver high quality documents through Microsoft suite (word, power point, excel) and a comprehensive understanding of the Datix CloudIQ complaints management module

• ICB senior leaders
• Team members
• Information Governance Team
• HR business partners
• Business Managers
• System partners

Essential

• Demonstrates a compassionate, inclusive and patient-centred approach, treating patients, service users and colleagues with dignity, respect and professionalism.
• Ability to build and maintain positive working relationships with colleagues, healthcare professionals and external stakeholders.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with people from diverse backgrounds and in potentially challenging circumstances.
• Ability to remain calm, professional and resilient when dealing with sensitive, complex or emotionally challenging complaints.
• Demonstrates integrity, confidentiality and professional accountability when handling sensitive information.
• Ability to work effectively as part of a multidisciplinary team, while also managing responsibilities independently.
• Commitment to promoting a positive culture of learning, openness and continuous improvement through patient feedback and complaints.
• Demonstrates the values and behaviours expected within the NHS, including respect, compassion, collaboration and commitment to improving patient experience.

Essential

• Ability to analyse complaints, identify themes, trends and recurring issues, and use this information to support service improvement.
• Ability to review and interpret information from multiple sources to support evidence-based complaint investigations and responses.
• Experience of identifying risks, emerging issues and opportunities for learning from complaints and patient feedback.
• Ability to contribute to complaints reporting, monitoring and performance information, ensuring data is accurate and meaningful.
• Understanding of how patient experience and complaints intelligence can inform quality improvement and organisational learning.
• Ability to use sound judgement when assessing complex or sensitive information and determine when issues require escalation or further investigation.
• Ability to work within organisational strategies, policies and procedures while maintaining a patient-centred approach.

Essential

• Personal commitment to the values of the NHS 10-year Plan, the NHS People Plan, the Nolan Principles, to championing equality, diversity and inclusion within the ICB and the wider health system

Essential

• Ability to build and maintain effective partnerships with patients, service users, healthcare professionals, providers and external organisations.
• Experience of working collaboratively across organisational and professional boundaries to support the resolution of complaints and improvement of patient experience.
• Demonstrates an understanding of the diverse needs of local communities and the importance of providing inclusive, accessible and equitable services.
• Ability to engage with patients and service users in a respectful, sensitive and person-centred manner, ensuring their concerns and experiences are heard and understood.
• Ability to work effectively with primary care, community services and other health and care partners to identify issues, share learning and support improvements.
• Commitment to using patient feedback and community insight to inform service development, quality improvement and better outcomes.

Essential

• Educated to Degree level (relevant focus) or equivalent managerial experience Or Diploma plus evidence of additional training/experience to support the requirements of the role
• Evidence of sustained commitment to continuing professional development

Essential

• Experience of managing and responding to patient or service-user complaints, preferably within an NHS, healthcare or public sector environment.
• Experience of managing a complex and varied caseload, including prioritising work and meeting deadlines and statutory or organisational timescales.
• Knowledge and understanding of NHS complaints procedures, patient experience processes and relevant policies and guidance.
• Experience of gathering, reviewing and analysing information to support complaint investigations and written responses.
• Experience of working with a range of internal and external stakeholders, including healthcare professionals, patients, service users and partner organisations.
• Understanding of confidentiality, information governance, data protection and the sensitive handling of personal information.
• Knowledge of how complaints can contribute to learning, service improvement and improving patient experience.
• Experience of dealing professionally and sensitively with distressed, dissatisfied or potentially challenging individuals.
• Ability to maintain accurate records, monitor case progress and ensure complaints are managed and resolved within required timescales.

Essential

• Ensure complaints are managed in accordance with NHS complaints procedures, organisational policies, relevant legislation and regulatory requirements.
• Maintain accurate, timely and comprehensive complaints records and case documentation, ensuring appropriate audit trails are maintained.
• Monitor complaints caseloads, progress and response timescales, escalating delays, risks or concerns appropriately.
• Apply sound judgement when managing complex, sensitive or high risk complaints, ensuring matters are escalated through the appropriate governance channels.
• Maintain a strong understanding of confidentiality, information governance, data protection and records management requirements.
• Support the accurate collection and reporting of complaints data, themes, trends and learning to inform assurance and service improvement.
• Identify and escalate risks, recurring issues and areas of concern arising from complaints and patient feedback.
• Contribute to organisational learning by ensuring appropriate actions and recommendations arising from complaints are recorded, monitored and followed up.
• Demonstrate a commitment to quality, accountability, transparency and continuous improvement in the management of patient complaints.