You will work as part of a team to provide a complaints case management service to patients, the public and staff, managing a continuous caseload for certain divisions of the hospital.
This will require you to review and assess each complaint and make a judgement about the nature of the complaint, e.g. routine, complex, a safeguarding concern requiring escalation, and help determine the most appropriate way to manage the complaint. This will sometimes require you to organise and chair meetings with a range of people e.g. complainants, consultants, matrons, advocacy services.
You will manage a caseload of complaints and undertake thorough investigations into the complaints received, collating evidence and producing draft responses for divisional and executive sign off.
When investigating your complaints you will need to communicate with a range of staff at all levels within the organisation, and build and maintain good relationships with clinical and non-clinical staff. You will also need to challenge staff and help identify issues from complaints to drive service improvement.
You will record your complaint investigations, the action taken and the outcomes onto the Trust’s risk management database, Datix, and be able to provide high quality reports to the relevant committees on complaints data, including the themes and trends over time.
The Royal Free London NHS Foundation Trust is one of the UK’s biggest and most innovative trusts. Across three main hospitals, our dedicated army of staff care for over 1.6million patients, treat more than 200,000 in A&E, deliver over 8,000 babies and carry out more than 17million tests.
Our size, scale and influence offer you unrivalled career opportunities and a forward-thinking approach to working that works around your lifestyle. From flexible hours and generous benefits, to next level training, we make it easier to take your career to the top
For more information please follow link https://www.royalfreelondonjobs.co.uk/