Additionally, the post holder will communicate with internal services and external agencies, monitor key performance indicators, and participate in the quality assurance process for complaint responses. Effective management of the complaints process is essential, including logging complaints within designated timeframes and advising senior staff on improving response times. Proficiency in Welsh is desirable but not mandatory, and an understanding of data protection legislation and Health Board policies is crucial for success in this role.
To provide a comprehensive range of administrative duties in support of the Concerns Team encompassing patient complaints to support the Quality Directorate to support Patient Safety.
The post holder will have responsibility within guidelines laid down by managers to plan and co-ordinate achievement of KPIs, as assigned.
The post holder will prepare Datix reports, resolve early resolution patient complaints and work with services to resolve Grade 1 complaint
Answer all enquiries to deliver an efficient and effective service ensuring patient complaints are administered in accordance with Putting Things Right (PTR) guidelines.
Responsible for general administration of the Complaints services. This includes supervising and leading support staff, managing their day-to-day activities, ensuring good office practices and compliance with PTR guidance, Data Protection legislation. and Health Board policies.
First point of contact for complaints from patients, the general public and external organisations such as advocacy services by telephone, e-mail and correspondence. Making judgements to act or provide advice on a wide range of matters relating to patient complaints, resolving them where possible or ensuring they are accurately logged to refer them to the appropriate service. Communicate directly with other internal services and external agencies such as Llais on behalf of senior Complaints Service Management.
Plan and co-ordinate service delivery using Datix, WPAS, Symphony and relevant Health Board systems to ensure service priorities are achieved to include monitoring KPIs including Consent and Holding Letters though actioning relevant reports. Thereby enabling optimum service delivery to complainants and operational services within the Health Board.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
About us
Responsible for ensuring optimum management of Complaints Process, ensuring complaints are logged within the designated time scale and are working to service KPIs. Advise Complaints Managers and senior staff of ways to improve/reduce complaint response times.
Manage responses to queries for patients including the co-ordination of communication from investigation teams ensuring that response time frames are being considered and achieved.To participate in the Complaints Quality Assurance process for responses submitted by services for Executive sign-off, to a level confirmed by senior managers.
To triage patient complaints, to a level confirmed by senior managers, and allocate appropriate grades in accordance with PTR regulations advising on the service for complaints to be assigned when logged on Datix.
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.
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