Concerns Manager -Complaints and PSOW inCaerleon inCaerleon PUBLISHED TUE 5 NOV 2024

Band 7: £46,840 to £53,602 a year Per annum PERMANENT
NHS

Aneurin Bevan University Health Board rHiUNWko

Opportunity to make a meaningful impact on patient care and safety through the management and investigation of concerns.

Involvement in a collaborative environment, working with various teams and external agencies to improve health services.

Leadership role with managerial responsibilities, allowing for professional growth and development in management skills.

Ability to deliver training and support to staff, enhancing overall knowledge and skills in complaint management within the organization.

Dynamic and varied work environment, where no two days are the same, keeping the role engaging and challenging.

Play a crucial role in ensuring compliance with regulations and policies, contributing to the overall governance of health care services.

Supportive workplace culture that values compassion and professionalism, fostering a positive atmosphere for both staff and patients.

The Concerns Manager - Complaints and Public Services Ombudsman for Wales (PSOW) at Aneurin Bevan University Health Board will play a pivotal role within the Corporate 'Putting Things Right' Team. This position involves overseeing the management and investigation of NHS-funded care concerns, specifically handling complaints that escalate to the second stage. The successful candidate will have managerial responsibility for the Concerns and PSOW teams and will assist divisions in investigating serious concerns, ensuring adherence to regulations, policies, and national guidance. Effective training delivery to health board staff on complaint management and investigation is also a key component of the role.

The ideal candidate should be proactive, enthusiastic, and capable of collaboration, with a focus on learning from complaints to enhance quality and patient safety. While a clinical background is preferred, applicants with relevant qualifications and experience from other sectors are encouraged to apply. The role necessitates interaction with various teams and external agencies to ensure thorough investigations and improvements in service delivery. Proficiency in Welsh is desirable, but candidates fluent in English and/or Welsh are equally welcome.

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.

More information related to this job opportunity, from jobsincare:

Here are 5 questions you could be asked if you apply for this job: Start practice interview... NEW!

1. 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?

3. 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?

5. Can you provide an example of a challenging complaint you managed and how you resolved it?

See all questions

1. 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?

3. 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?

5. Can you provide an example of a challenging complaint you managed and how you resolved it?

Start a practice interview... NEW!

More about the NHS

The National Health Service (NHS) is a cornerstone of healthcare in the United Kingdom, established in 1948 with the simple yet profound principle of providing healthcare to all citizens, free at the point of use. This revolutionary system aimed to ensure that access to medical services would not depend on an individual’s financial situation, a concept that has since become fundamental to British societal values. Learn more...

Useful skills for a Concerns Manager -Complaints and PSOW: Click to view

Working as a Concerns Manager, particularly in the context of handling complaints and managing cases related to the Public Services Ombudsman for Wales (PSOW) or similar roles in the UK, requires a specific set of skills and attributes. Here are some key skills that would be beneficial:

1. Communication Skills:

- Excellent verbal and written communication skills to clearly articulate issues, explain processes, and engage effectively with complainants and stakeholders.

- Active listening skills to fully understand the concerns and emotions of complainants.

2. Interpersonal Skills:

- Strong relationship-building abilities to establish trust and rapport with various stakeholders, including complainants, public service organizations, and colleagues.

- Empathy to understand and appreciate the feelings and circumstances of those lodging complaints.

3. Analytical Skills:

- Ability to assess complaints critically and impartially, identifying underlying issues and potential resolutions.

- Strong problem-solving capabilities to navigate complex cases and devise appropriate action plans.

4. Organizational Skills:

- Efficient case management skills to handle multiple complaints simultaneously while ensuring that each is addressed in a timely manner.

- Attention to detail to ensure that all aspects of a complaint are thoroughly reviewed and documented.

5. Knowledge of Relevant Regulations and Policies:

- Understanding of the legal frameworks and policies relevant to public service complaints and conduct, particularly those related to the PSOW.

- Awareness of best practices in complaint handling and resolution.

6. Conflict Resolution Skills:

- Proficiency in mediation and negotiation techniques to resolve disputes amicably and effectively.

- Ability to remain calm and composed when dealing with challenging or distressed individuals.

7. IT Skills:

- Familiarity with case management systems and databases to track complaints and resolutions.

- Proficiency in standard office software (e.g., Microsoft Office) for documentation and reporting.

8. Teamwork and Collaboration:

- Ability to work effectively as part of a team, collaborating with colleagues across different departments or organizations.

- Willingness to seek input from others and share insights for better outcomes.

9. Research Skills:

- Capability to conduct research to understand systemic issues or trends within complaints that can inform policy improvements.

10. Emotional Resilience:

- Ability to handle stress and emotional situations, maintaining professionalism even in difficult encounters.

11. Project Management Skills:

- Understanding project management principles can be helpful in managing initiatives aimed at improving complaint handling processes.

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Concerns Manager -Complaints and PSOW inCaerleon inCaerleon PUBLISHED TUE 5 NOV 2024

Aneurin Bevan University Health Board rHiUNWko

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.

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.