Complaints Co-Ordinator Frimley, England
Job description
Our established Complaints and Patient Liaison team require an enthusiastic Complaints Co-Ordinator to support the team. This is a fantastic role where you will be in a position to impact on the services we deliver by resolving patients concerns in a frontline service offering a speedy resolution. Also supporting the formal complaints function in managing and resolving a caseload of complaints in line with Trust policy through to a successful resolution.
You must have excellent written and communication skills, together with proven experience in a customer and patient experience focused role. You must be organised and self-motivated and have the ability to work to tight deadlines. You will be committed to taking patient involvement forward, be innovative and have a positive “can do” attitude.
Presentation and/or training skills would be a distinct advantage.
Frimley Health NHS Foundation Trust provides NHS hospital services for around 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire.
As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area.
We have three main hospitals - Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.
Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other, Committed to Excellence, Working Together and Facing the Future.
We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialities
- To manage the receipt and handling of complaints ensuring that 100% of all complaints are acknowledged within three working days and a full response is sent within the agreed timescale.
- To support Managers in the investigation of complaints, ensuring all complainants’ issues are addressed.
- To prepare responses to complainants for the Chief Executive/Director of Nursing.
- To meet with complainants to discuss, clarify and resolve issues if necessary.
- To take notes and minutes at internal patient/complainant meetings.
- To ensure all Clinical Directors receive information on complaints within their directorates on a monthly basis.
- To audit changes in practice as a result of complaints.
- To attend external meetings on behalf of the Trust.
- To deal with and monitor informal/telephone complaints where issues are quickly resolved and record on the Datix database.
- To support the Trust’s Complaints Lead and arrange Independent Reviews as required. To circulate the findings and recommendation to key stakeholders and ensure action plans are forwarded to Trust Board for approval.
- To act as the link for patients wishing to access their medical records.
- To conduct an annual survey of patients who have used the complaints procedure to assess satisfaction.
- To be involved in the ongoing education of staff to ensure all are aware of how to handle local complaints.
- To provide training for staff specifically regarding the NHS complaints procedure.
