Patient Experience, Complaints Manager

Yorkshire  ‐ Onsite
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Keywords

Description

Patient Experience, Complaints Manager

Key Result Areas and Responsibilities:

  • Ensure high quality response to complaints & concerns, making sure Trust policy and procedures are fit for purpose, meet statutory regulations, regulatory requirements and are in keeping with the principles of the Francis Report recommendations
  • Work in collaboration with senior managers and governance leads to ensure robust complaints management processes are Embedded in the Trust's newly established Clinical Directorates
  • Ensure the timely production of regular reports relating to performance, complaints status, trend analysis as appropriate to support directorate governance processes and corporate assurance and regulatory requirements.
  • To ensure the Patient Experience Team responds to Trust Feedback, Patient Opinion and Compliments, producing reports for the Patient Experience Group (PEG) and Trust Board
  • Actively participate in the Patient Experience Group, producing informative and timely reports, and supporting the group in its responsibility to provide assurance to Board on the effective management of complaints, concerns, compliments
  • To ensure processes are in place whereby quality improvement is evident as a result of the Trust response to complaints
  • Ensure Trust Policies and Procedures are developed and kept up to date in accordance with Trust processes and in response to changing national guidelines
  • Support a cultural shift which enables staff to feeling confident and supported in responding appropriately to complaints in a timely manner.
  • Deliver training within sphere of role
  • Critically analyse highly complex and sensitive information, ensuring all elements of a complaint are identified, analysed and responded to and the correct level of risk and seriousness is identified, escalating concerns as appropriat
  • Provide leadership to and management of the Patient Experience Team, ensuring the team are clear on their responsibilities and their contribution valued
  • Work in collaboration with directorate Heads of Nursing, Midwifery and Clinical Professions to ensure lessons are learned across all services as a result of complaints investigations, and appropriate actions taken to improve quality
  • Develop strategies to support the Trust to improve performance in relation to national and local standards for responding to complaint

Please apply or forward your CV

Parity - Source, Develop, Perform

Parity Resources Ltd acts in the capacity of an Employment Business when providing contract work finding services.

Start date
n.a
From
Parity Resourcing Solutions
Published at
16.09.2014
Project ID:
775413
Contract type
Freelance
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