Complaints Coordinator

Job overview

We invite applications from compassionate and customer focussed individuals to join the Quality & Safety Team at Wye Valley NHS Trust as Complaints Coordinator.

This post is an excellent opportunity for administrative or clinical staff to support the Trusts Quality & Safety agenda by providing a high quality and responsive patient-centred complaints service for all service users.

The post holder will be able to expertly communicate with patients, their families/carers, staff and external organisations to support effective navigation of the NHS complaints process.

The post holder should be a good listener, with excellent communication skills who can interpret complaints in partnership with service users to ensure accurate recording of any issues raised. You will be able to work effectively within a small, proactive team and foster positive working relationships across a broad range of professional groups.

Experience of working in a healthcare setting is essential. A professional, compassionate and respectful manner must be demonstrated at all times.

The post holder will be supported to develop and thrive in a supportive environment  which will enable you to help improve the experience of patients, visitors and carers who use our services.

Main duties of the job

• To provide an effective and efficient complaints management service for the Trust, which meets all statutory, regulatory requirements and local performance standards.

• To ensure an approach is taken which maximises the potential for local resolution of complaints and concerns
• Establish effective systems to ensure that issues are addressed and action plans monitored to prevent recurrence of complaints.
• To provide an accessible point of contact for patients, relatives and carers who are experiencing problems with any aspect of Trust services.

• To work within the Quality & Safety Team to provide a compassionate, high quality and responsive patient-centred complaints service for all service users.
• To facilitate feedback that ensures complaints are used as an effective quality improvement tool and integrated within the governance framework.
• To deliver education and training in relation to complaints.
• To provide advice and guidance to Divisional Teams in relation to model complaint handling.
• To facilitate with complainants and attend meetings between complainants, clinicians, and managers where required to try          to resolve issues of complaint.

Detailed job description and main responsibilities

Please refer to the attached job description and person specification for detailed description of the role requirements and main responsibilities.