Are you looking for a new challenge? Are you passionate about supporting our patients and their families?
If yes, then this may be the right role for you.
You will have the opportunity to continue to shape this service to ensure that it is provides an effective and efficient service to our patients and their families.
You will work alongside the Head of Patient Relations and PALS Co-ordinator to ensure a pro-active approach to the management of Complaints enquiries across the Trust, ensuring that learning from Complaints and trend analysis is utilised to make improvements.
You will support senior members of staff across the wards and departments to enable timely and high quality investigations and responses on behalf of the Chief Executive.
You will be responsible for the day-to-day implementation of the Trusts complaints Policy as well as managing and maintaining your own complaint caseload you will supervise and coordinate Complaints Officer’s caseloads under the guidance of the Head of Patient Relations.
You will be responsible for managing all aspects of the complaint response, delegating where appropriate to Complaints Officers. You will also deal with complainants who email, write or telephone.
You will work within our integrated Quality Department to support the management of the Trusts complaints function, being pro-active in the management of complaints and dealing with complaints within statutory requirements and within national and local guidelines.
In liaison with the Head of Patient Relations you will identify potential/actual risks associated with concerns & complaints and liaise with appropriate personnel both within and outside the Trust. You will continually review the systems in place to improve the efficiency of the service. You will provide an overview and summaries as requested by the Head of Patient Relations. You will be expected to offer advice to Complaints officers and the Head of Patient Relations as appropriate.
University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence® designated organisation – please click the link for further details about this prestigious award. Pathway To Excellence ® – University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation’s core values.
For further details / informal visits contact: Name: Emma Denis Job title: Head of Patient Relations Email address: Emma.Denis@uhcw.nhs.uk Telephone number: 02476965193
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