Patient Experience and Complaints Manager for Women's Health inCanterbury inCanterbury PUBLISHED 10 SEP 2024
Band 5
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You must like working with people and want to make a difference to our patients, their carers/friends/families and your colleagues, as well as making a positive contribution to our team and service.
We are looking for a full time Patient Experience and Complaints Manager with the Women's Health Care Group (37.5 hours per week)We need someone who is enthusiastic, motivated, and who is able to organise and co-ordinate a wide range of tasks within tight timescales, to work under pressure, show initiative and play an important role in the management and resolution of complaints.
This post will help with the management of a complaints portfolio; with the opportunity to identify concerns and to enable them to be effectively addressed in a caring and efficient way. Importantly this helps our Trust to identify what we can change to make our services better for our patients. You will work closely with your colleagues in the PALS team and colleagues around the Trust.
You need to be able to speak professionally, calmly and kindly with complainants and where possible help get an early resolution. You will also need excellent letter writing skills to write clear, honest and empathetic complaint responses.
You must like working with people and want to make a difference to our patients, their carers/friends/families and your colleagues, as well as making a positive contribution to our team and service. If you are a hardworking, committed, confident individual with all of the above skills, with some experience of working in any complaints environment, or you are a registered midwife looking to work within the governance team we would like to hear from you.
The post holder will comply with all statutory and regulatory guidelines and ensure a high level administration to meet targets, in line with the Trust’s Complaints and PALS policies. The post holder will maintain robust, transparent and secure administrative systems to ensure information is kept efficiently and effectively and which complies with corporate and information governance.
As part of the complaint management the post holder will ensure all the details of a complaint have been thoroughly understood and logged (which will have taken place during the triage process) and the client’s intentions and preferences are noted. You will need to build a rapport with the complainant and keep them updated throughout the complaints process. You will build relationships with the care groups to enable you to challenge and support the care groups to meet the timescales agreed with the complainant. With your care group colleagues you will write clear and comprehensive responses, working towards our goal of getting it right first time. An important part of this role will also establish any learning and actions from complaints, which can also be shared with the wider Trust.
We are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 800,000 people. Our vision is 'great healthcare from great people'. Everything we do is guided by our values: 'People feel cared for, safe, respected and confident that we are making a difference’. We have a new way of working at East Kent Hospitals, called 'We care'. It's about empowering frontline staff to lead improvements day-to-day. We're looking for compassionate people to be part of our improvement journey for the patients, families and carers we care for every day.
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Please note that if you require a Certificate of Sponsorship to work in the UK you must declare this on your application form, even if you currently have a certificate of sponsorship or a work permit for another role and are already working in the country. Please note we are only able to sponsor candidates on a Skilled Worker Visa applying for roles Band 5 and above.
For further details / informal visits contact: Name: Samantha Bone Job title: Maternity Matron for Clinical Governance Email address: Telephone number:
For more information about the role please email
We are looking for a full time Patient Experience and Complaints Manager with the Women's Health Care Group (37.5 hours per week)
We need someone who is enthusiastic, motivated, and who is able to organise and co-ordinate a wide range of tasks within tight timescales, to work under pressure, show initiative and play an important role in the management and resolution of complaints.
This post will help with the management of a complaints portfolio; with the opportunity to identify concerns and to enable them to be effectively addressed in a caring and efficient way. Importantly this helps our Trust to identify what we can change to make our services better for our patients. You will work closely with your colleagues in the PALS team and colleagues around the Trust.
You need to be able to speak professionally, calmly and kindly with complainants and where possible help get an early resolution. You will also need excellent letter writing skills to write clear, honest and empathetic complaint responses.
You must like working with people and want to make a difference to our patients, their carers/friends/families and your colleagues, as well as making a positive contribution to our team and service. If you are a hardworking, committed, confident individual with all of the above skills, with some experience of working in any complaints environment, or you are a registered midwife looking to work within the governance team we would like to hear from you.
The post holder will comply with all statutory and regulatory guidelines and ensure a high level administration to meet targets, in line with the Trust’s Complaints and PALS policies. The post holder will maintain robust, transparent and secure administrative systems to ensure information is kept efficiently and effectively and which complies with corporate and information governance.
As part of the complaint management the post holder will ensure all the details of a complaint have been thoroughly understood and logged (which will have taken place during the triage process) and the client’s intentions and preferences are noted. You will need to build a rapport with the complainant and keep them updated throughout the complaints process. You will build relationships with the care groups to enable you to challenge and support the care groups to meet the timescales agreed with the complainant. With your care group colleagues you will write clear and comprehensive responses, working towards our goal of getting it right first time. An important part of this role will also establish any learning and actions from complaints, which can also be shared with the wider Trust.
We are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 800,000 people. Our vision is 'great healthcare from great people'. Everything we do is guided by our values: 'People feel cared for, safe, respected and confident that we are making a difference’. We have a new way of working at East Kent Hospitals, called 'We care'. It's about empowering frontline staff to lead improvements day-to-day. We're looking for compassionate people to be part of our improvement journey for the patients, families and carers we care for every day.
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Please note that if you require a Certificate of Sponsorship to work in the UK you must declare this on your application form, even if you currently have a certificate of sponsorship or a work permit for another role and are already working in the country. Please note we are only able to sponsor candidates on a Skilled Worker Visa applying for roles Band 5 and above.
For further details / informal visits contact: Name: Samantha Bone Job title: Maternity Matron for Clinical Governance Email address: Telephone number:
For more information about the role please email
We need someone who is enthusiastic, motivated, and who is able to organise and co-ordinate a wide range of tasks within tight timescales, to work under pressure, show initiative and play an important role in the management and resolution of complaints.
This post will help with the management of a complaints portfolio; with the opportunity to identify concerns and to enable them to be effectively addressed in a caring and efficient way. Importantly this helps our Trust to identify what we can change to make our services better for our patients. You will work closely with your colleagues in the PALS team and colleagues around the Trust.
You need to be able to speak professionally, calmly and kindly with complainants and where possible help get an early resolution. You will also need excellent letter writing skills to write clear, honest and empathetic complaint responses.
You must like working with people and want to make a difference to our patients, their carers/friends/families and your colleagues, as well as making a positive contribution to our team and service. If you are a hardworking, committed, confident individual with all of the above skills, with some experience of working in any complaints environment, or you are a registered midwife looking to work within the governance team we would like to hear from you.
The post holder will comply with all statutory and regulatory guidelines and ensure a high level administration to meet targets, in line with the Trust’s Complaints and PALS policies. The post holder will maintain robust, transparent and secure administrative systems to ensure information is kept efficiently and effectively and which complies with corporate and information governance.
As part of the complaint management the post holder will ensure all the details of a complaint have been thoroughly understood and logged (which will have taken place during the triage process) and the client’s intentions and preferences are noted. You will need to build a rapport with the complainant and keep them updated throughout the complaints process. You will build relationships with the care groups to enable you to challenge and support the care groups to meet the timescales agreed with the complainant. With your care group colleagues you will write clear and comprehensive responses, working towards our goal of getting it right first time. An important part of this role will also establish any learning and actions from complaints, which can also be shared with the wider Trust.
We are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 800,000 people. Our vision is 'great healthcare from great people'. Everything we do is guided by our values: 'People feel cared for, safe, respected and confident that we are making a difference’. We have a new way of working at East Kent Hospitals, called 'We care'. It's about empowering frontline staff to lead improvements day-to-day. We're looking for compassionate people to be part of our improvement journey for the patients, families and carers we care for every day.
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Please note that if you require a Certificate of Sponsorship to work in the UK you must declare this on your application form, even if you currently have a certificate of sponsorship or a work permit for another role and are already working in the country. Please note we are only able to sponsor candidates on a Skilled Worker Visa applying for roles Band 5 and above.
For further details / informal visits contact: Name: Samantha Bone Job title: Maternity Matron for Clinical Governance Email address: Telephone number:
For more information about the role please email
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