AACD Complaint Response Writer & Governance Administrator inBolton inBolton PUBLISHED
THU 2 JAN 2025
Bolton NHS Foundation Trust rEn7pDMh
In addition to complaint management, the role includes administrative support for governance activities, utilizing Microsoft systems, and maintaining the Divisional Governance Tracker. The ideal candidate will bring excellent communication and interpersonal skills to ensure service user-friendly interactions while supporting the Senior Leadership Team in achieving national standards for complaint responses, all while upholding discretion and professionalism.
Fixed Term 18 months.
Are you a skilled writer with a knack for handling complaints with tact and diplomacy? Do you excel in administrative tasks and thrive in a healthcare setting? If so, we want you on our team!
About You:
Knowledge of the NHS complaints process.
Exceptional writing skills with the ability to handle sensitive information with discretion.
Strong organisational and administrative abilities.
Ability to work independently and as part of a team.
Excellent communication and interpersonal skills.
Join Us:
At the Acute Adult Care Division, we are dedicated to providing exceptional care and support to our patients and their families. If you are passionate about improving patient care then we would love to hear from you. Apply now to become a vital part of our team and help us achieve our mission of delivering high-quality care and support.
Key Responsibilities:
Complaints Management:
Lead the writing and coordination of complaint responses, ensuring adherence to NHS complaints processes and Trust policies.
Manage complaint responses within the Division, ensuring timely and efficient handling.
Work flexibly with colleagues, patients, and their families to address concerns and provide support.
Analyse complaints and patient experience data, preparing and presenting findings on themes and trends.
Administrative Support:
Utilise Microsoft systems and Trust local incidents management system for daily tasks.
Produce documents and reports to support governance performance monitoring.
Manage the Divisional Governance Tracker and support the development of procedural documents.
About us
The post holder will be responsible for the delivery of high-quality responses to complaints within Acute Adult Care Division, as well as providing administrative support within governance remit of the Division. The post holder will also ensure that achievement of the national standards is met within that area and provide a confidential, efficient and service user friendly approach to each speciality within the Division.
The post holder will be a Lead Writer for Acute Adult Care Division complaint responses, ensuring the Senior Leadership Team is fully supported in providing comprehensive responses to all patient & their familys queries. Effective, efficient and confidential handling of complaints using discretion, initiative, tact and diplomacy will be required.
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