Complaints Officer

• Review incoming complaint communications, prioritise and initiate a review with the appropriate designated staff within the Trust. The post holder will need comprehensive working knowledge of the NHS Complaints Procedure within an NHS complaints environment, and understanding of Information Governance, Freedom of Information and Data Protection policies within the NHS. • Directly manage highly complex and sensitive complaints information and provide expert support and advice to ensure thorough complaint investigations against NHS/Trust standards to ensure timely responses and that the Trust meets the standards set by the NHS Complaints Procedure. • The post holder will also co-ordinate complaints under further local resolution and have the skills to recognise when this has been exhausted and liaison needs to take place with the Parliamentary Health Service Ombudsman. • Maintain case files for all ongoing complaints and ensure that all documentation has been collated in chronological order to demonstrate easily the requirements of the procedure have been adhered to. • Contribute to the effective and efficient handling of cross agency complaints in line with the locally agreed protocols, taking the lead where appropriate. • Draft complaint responses for approval by the Service Manager in readiness for the Chief Executive Officer to sign. • Maintain Datix to ensure that all of the required information about each complaint is present in readiness for data analysis. • Establish and maintain relationships with Lead Clinicians, Clinical Directors and all grades of staff and managers to ensure effective communication and a consistent approach to all issues relating to complaints management across the Trust. • Once a complaint is resolved, ensure that all complaint outcomes/actions are entered on Datix and when appropriate liaise with Service Managers, Clinical Directors and Medical Directors with regard to completed action plans. • Respond positively and promptly to complainant enquiries, which may include highly sensitive and contentious information. Issues often require immediate action; therefore this would include liaising with other staff within the Trust and also often includes external agencies, such as other medical providers. • Liaise with Legal Services regarding any complaints that may give rise to litigation and work closely with the Patient Safety Manager for any complaints subject to a Clinical Adverse Event. • Facilitate and attend complaint meetings on a frequent basis, taking detailed notes . The post holder must be able to diffuse difficult and complex situations, often involving challenging and bereaved relatives in a professional and empathetic manner at all times. For further details of the job role please see attached job description. Job description Job responsibilities • Review incoming complaint communications, prioritise and initiate a review with the appropriate designated staff within the Trust. The post holder will need comprehensive working knowledge of the NHS Complaints Procedure within an NHS complaints environment, and understanding of Information Governance, Freedom of Information and Data Protection policies within the NHS. • Directly manage highly complex and sensitive complaints information and provide expert support and advice to ensure thorough complaint investigations against NHS/Trust standards to ensure timely responses and that the Trust meets the standards set by the NHS Complaints Procedure. • The post holder will also co-ordinate complaints under further local resolution and have the skills to recognise when this has been exhausted and liaison needs to take place with the Parliamentary Health Service Ombudsman. • Maintain case files for all ongoing complaints and ensure that all documentation has been collated in chronological order to demonstrate easily the requirements of the procedure have been adhered to. • Contribute to the effective and efficient handling of cross agency complaints in line with the locally agreed protocols, taking the lead where appropriate. • Draft complaint responses for approval by the Service Manager in readiness for the Chief Executive Officer to sign. • Maintain Datix to ensure that all of the required information about each complaint is present in readiness for data analysis. • Establish and maintain relationships with Lead Clinicians, Clinical Directors and all grades of staff and managers to ensure effective communication and a consistent approach to all issues relating to complaints management across the Trust. • Once a complaint is resolved, ensure that all complaint outcomes/actions are entered on Datix and when appropriate liaise with Service Managers, Clinical Directors and Medical Directors with regard to completed action plans. • Respond positively and promptly to complainant enquiries, which may include highly sensitive and contentious information. Issues often require immediate action; therefore this would include liaising with other staff within the Trust and also often includes external agencies, such as other medical providers. • Liaise with Legal Services regarding any complaints that may give rise to litigation and work closely with the Patient Safety Manager for any complaints subject to a Clinical Adverse Event. • Facilitate and attend complaint meetings on a frequent basis, taking detailed notes . The post holder must be able to diffuse difficult and complex situations, often involving challenging and bereaved relatives in a professional and empathetic manner at all times. For further details of the job role please see attached job description.