Overview
Contract Type: 0
Salary: £50,008 – £56,908 Incl. 5% Fringe HCAS, pa, pro rata
Partner Org: Surrey and Borders Foundation Trust Partnership
Job overview
The post holder will be responsible for ensuring the effective day-to-day management of the complaints and PALS team within the Trust. To lead in facilitating negotiated solutions or resolution of issues as speedily as possible, in relation to the concerns of people, their carers and families. To be visible and approachable to people who use services, carers and their family and lead on the undertaking of the Patient Advice and Liaison Role.
The post holder will need to be able to ensure that people are treated appropriately, professionally and with respect during the complaints process and that the Trust values are visible in leadership behaviour.
There is also a requirement to teach others best practice and key skills related to having difficult but open and honest conversations.
The post holder will work in collaboration to increase people’s awareness of how to raise a concern and support people giving feedback through multiple channels.
The post holder will take the lead on developing our People’s Experience work across the Trust drawing together complaints/PALS feedback with our real time experience feedback.
Main duties of the job
• To manage the Complaints and PALS Team
• To build and maintain good relationships with clinical and non-clinical staff across Directorates and Departments.• To ensure the Trust adheres to the Complaints Regulations
- Monitor and report on complaints and PALS performance
- To build and maintain good relationships with key stakeholders and the local community.
• Articulate the significance and potential impact of government policies as they relate to policy, practice, and its development.
• Proactively work within the principles of being open and honest (Duty of Candour)
• The post holder will deliver a training programme for all staff on complaints handling and specific training for investigating officers.
• The post holder will lead on the implementation and embedding of Ai technology (Quail) within complaint responses to ensure that it is being utilised optimally across the Trust.
• To act as Liaison Officer when a complaint has been referred to the Ombudsman for investigation.
Working for our organisation
Surrey and Borders Partnership NHS Foundation Trust is the leading provider of mental health, learning disability, neurodevelopmental and drug and alcohol services in Surrey and North East Hampshire. We support people of all ages and are passionate about providing high quality care that is delivered at the right time as close to home as possible to help people recover and stay well.
We are one of the top 10 mental Health, Learning Disability and Community Trust to work for nationwide. Our Trust is an inclusive and supportive employer that offers a wide range of staff networks, flexible working, free parking and excellent health and wellbeing support. We also provide a wide range of opportunities to help staff develop and progress.
Surrey is a beautiful county lying just 30 minutes away from Central London and from the South Coast. Our historic market towns and bustling districts are enveloped in wonderful countryside, and our excellent road and rail networks bring the rest of the country within easy reach. For international travel, both Gatwick and Heathrow airports are nearby.
Please note that we reserve the right to close posts as soon as sufficient applications are received.
Regrettably, due to UK Home Office requirements we cannot offer sponsorship for all our job roles.
Applicants must have the right to work in the UK for the duration of the role.
We look forward to receiving your application!
Detailed job description and main responsibilities
- To manage the Complaints and PALs Team
- To build and maintain good relationships with clinical and non-clinical staff across Directorates and Departments.
- To ensure the Trust adheres to the Complaints Regulations
- To build and maintain good relationships with key stakeholders and the local community.
- Articulate the significance and potential impact of government policies as they relate to policy, practice, and its development.
- Create an environment where staff see change as an essential element of health and social care, demonstrated through a quick and positive response in the face of the need for change.
- Provide assistance to other members of the Nursing Directorate in delivering activities that may be deemed necessary to meet any safety, risk or quality requirements, where required.
- Proactively work within the principles of being open and honest (Duty of Candour)
- The post holder will deliver a training programme for all staff on complaints handling and specific training for investigating officers.
- The post holder will lead on the implementation and embedding of Ai technology (Quail) within complaint responses to ensure that it is being utilised optimally across the Trust.
- To ensure action plans arising from complaints are completed, monitored and implemented.
- To act as Liaison Officer when a complaint has been referred to the Ombudsman for investigation.
- To manage a log of all compliments received by the Trust.
- Lead on supporting managers and staff regarding the implementation of the Trust’s policies and procedures relating to the handling of complaints, including training at induction and within existing staff teams.
- Lead on promoting awareness of the benefits of learning from handling complaints to improve service provision and influence a culture of fair blame, open and honest reporting and investigation.
- Act as a Root Cause Analysis investigator for the Trust, where required.
- Lead on the development and delivery of training packages to staff and managers relating to the management of complaints through inducted, targeted team training and awareness raising events.
- Lead on creating a culture of learning, review and quality improvement.
- Take advantage of both formal and informal settings to provide people with coaching and encouragement on complaint issues
- Produce regular reports for Governance committees or related groups.
- To provide help to people, their carers and families in accessing specialist advocacy or other voluntary services including interpreting services as appropriate.
- Prepare and deliver presentations to publicise PALS to a range of stakeholders.
- Provide support and training to managers and staff on PALS and ensuring a person-centered service.
Person specification
Experience
Essential criteria
- • Relevant experience of which at least 2 years in a role related to the management of complaints and people’s experience
- • A clear understanding and a working knowledge of the Complaints regulations
- . Managing Teams in a Senior Role.
- Ability to identify issues, and implement solutions.
- Ability to communication with others and at all levels.
- Priority the Teams workload alongside your own workload
Desirable criteria
- Experience on using complaints Ai software
Experience
Essential criteria
- Experience of producing reports to show complaints performance and trends
We are seeking to enrich the diversity of our Trust to better reflect demographic needs of the populations we serve and to enhance the skills of our workforce. We actively encourage applicants with underrepresented personal characteristics to apply for this role if you match the job description. Please note that you are not restricted from applying for this role if you do not identify with these characteristics and all applicants will be considered fairly against the job description.
As a flexible working and friendly organisation, we want to ensure that you can work in a way that is best for us, our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s job share, part time or any other flexible working patterns.
Gender Pay Gap Action
Women in our Trust are under-represented in some senior grades. We are therefore encouraging women to apply for posts at 8A and above.
Sponsorship
Regrettably, due to UK Home Office requirements we cannot offer sponsorship for all our job roles. If you apply for a role that we cannot offer sponsorship for, unfortunately, your application form will be rejected from the process.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
