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Practice Interview
Practice Interview
Concerns Manager -Complaints and PSOW • Caerleon
Aneurin Bevan University Health Board
Thank you for your interest in the position of Concerns Manager -Complaints and PSOW
in Caerleon
with Aneurin Bevan University Health Board.
Aneurin Bevan University Health Board
This is a video practice interview and we use your
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We record your answers one at a time. The whole thing should take you less than five minutes.
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1. Can you tell us about your experience in managing complaints or concerns in a healthcare setting? Can you tell us about your experience in managing complaints or concerns in a healthcare setting?
2. What attracted you to apply for the Concerns Manager position with Aneurin Bevan University Health Board? What attracted you to apply for the Concerns Manager position with Aneurin Bevan University Health Board?
3. How do you prioritise your tasks when dealing with multiple concerns and complaints simultaneously? How do you prioritise your tasks when dealing with multiple concerns and complaints simultaneously?
4. Could you elaborate on your experience with the 'Putting Things Right' Regulations? How have you implemented these in previous roles? Could you elaborate on your experience with the 'Putting Things Right' Regulations? How have you implemented these in previous roles?
5. Can you provide an example of a challenging complaint you managed and how you resolved it? Can you provide an example of a challenging complaint you managed and how you resolved it?
6. What managerial experience do you have, and how do you motivate your team during challenging investigations? What managerial experience do you have, and how do you motivate your team during challenging investigations?
7. What strategies do you employ when delivering training to staff on complaint management and investigation? What strategies do you employ when delivering training to staff on complaint management and investigation?
8. Can you discuss your approach to fostering a culture of learning from complaints within an organisation? Can you discuss your approach to fostering a culture of learning from complaints within an organisation?
9. How would you assess the training needs of staff regarding complaint management and adapt your training programmes accordingly? How would you assess the training needs of staff regarding complaint management and adapt your training programmes accordingly?
10. How do you ensure compliance with national guidance and policies when managing complaints and serious concerns? How do you ensure compliance with national guidance and policies when managing complaints and serious concerns?
11. What role do you think the Concerns Manager should play in supporting Divisional teams with serious investigations? What role do you think the Concerns Manager should play in supporting Divisional teams with serious investigations?
12. This role requires interaction with various teams, including the Nationally Reportable Incident team and external agencies. How would you approach these collaborations? This role requires interaction with various teams, including the Nationally Reportable Incident team and external agencies. How would you approach these collaborations?
13. What steps do you take to ensure clear communication between your team and other departments or external bodies? What steps do you take to ensure clear communication between your team and other departments or external bodies?
14. Although it is desirable, how do you relate to the need for Welsh language skills in this role? Are you willing to learn? How do you perceive the importance of bilingualism in healthcare? Although it is desirable, how do you relate to the need for Welsh language skills in this role? Are you willing to learn? How do you perceive the importance of bilingualism in healthcare?
15. What do you believe are the key qualities necessary for a successful Concerns Manager, and how do you embody these qualities? What do you believe are the key qualities necessary for a successful Concerns Manager, and how do you embody these qualities?
16. Reflecting on your career, what has been your most significant learning from managing complaints or concerns? Reflecting on your career, what has been your most significant learning from managing complaints or concerns?
17. Imagine a scenario where a patient’s complaint escalates to a serious concern. What steps would you take to manage this escalation effectively? Imagine a scenario where a patient’s complaint escalates to a serious concern. What steps would you take to manage this escalation effectively?
18. If you receive a complaint that you believe has systemic implications, how would you approach it in order to ensure it is addressed appropriately? If you receive a complaint that you believe has systemic implications, how would you approach it in order to ensure it is addressed appropriately?
19. Do you have any questions for us about the role or the team you would be a part of? Do you have any questions for us about the role or the team you would be a part of?
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{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nConcerns Manager -Complaints and PSOW with Aneurin Bevan University Health Board in Caerleon\n\n Post holder will be working as part of a Corporate Team working with staff across theUniversity Health Board to facilitate the management and investigation of concernsassociated with NHS funded care including supporting complaints which go to thesecond stage to ensure that they are dealt with positively, professionally andeffectively and in accordance with the Putting Things Right Regulations.The post holder will have managerial responsibility for the Concerns and PublicServices Ombudsman for Wales (PSOW) teams.They will support Divisions with the investigation of serious concerns to ensurecompliance with Regulations, Policy and national guidance.To deliver training to staff within the Health Board and Primary Care on themanagement and investigation of complaints.Assume management responsibility for operational issues within the office in relationto complaints in the absence of the Senior Concerns Manager with support from theHead of Putting Things Right.There will be an expectation to provide cross cover across elements of theTeam, e.g. Serious Incidents The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply. An exciting opportunity has arisen to join the Corporate 'Putting Things Right' Team. This is an opportunity for an experienced Concerns Manager or an individual seeking new and varied challenges. Although a clinical background is preferable, we welcome applications from any individuals with suitable qualifications and experience. You will be required to work proactively, enthusiastically and collaboratively with colleagues to learn from complaints, and improve quality and patient safety. This challenging, but rewarding and varied role, will require the post holder to interact and work closely with the Nationally Reportable Incident team as well as other teams such as Safeguarding and Divisional colleagues. Along with external agencies such as the Public Service Ombudsman for Wales Office and the Community Health Council.The successful candidate will manage a team of staff and be responsible for overseeing all aspects of the Putting Things Right processes for concerns and Ombudsman cases. The Putting Things Right team is also responsible for the delivery of concerns and incident investigation training and as such, the Concerns and Public Service Ombudsman Manager will play a key role in the provision of this .Are you a caring, compassionate, professional person who wishes to make a real difference? About us You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac. "}