Complaints Administrator

To provide non-clinical advice, information and support to patients, relatives and members of the public regarding the NHS Complaints Regulations for Health & Social Care. In addition provide support and advice to colleagues in resolving practical issues that may arise in relation to complaints.
To provide an accessible service to assist patients, relatives and carers with complaints. Providing information to them regarding the options that are available to resolve their complaint in the most appropriate way. To provide advice to patients, relatives and carers with regard to consent, Freedom of Information Requests, Data Protection issues (access to records), the provision of Independent Advocacy Services and how to access interpreting support.
Provide complaints reporting to support the Trust's Complaints Procedure., Reporting to the Complaints Manager, the Complaints Administrator will be responsible for processing all enquiries and complaints, as well as dealing with requests for reports and information in a timely manner and liaising with Complaints Officers, where appropriate. This will include dealing with enquiries from a range of sources, both internal and external.
The role holder will:
· Be expected to work effectively, as part of the team, to provide a high-quality complaints and customer service to support the delivery of services within the organisation.
· Provide high-quality, customer-focused, flexible and timely support to contribute to the achievement of the Complaint Service's objectives.
· Through communication with various stakeholders, promote a professional service for Northampton General Hospital, working in line with the organisation's priorities.
· Work with a number of different systems and processes to ensure the efficient coordination of complaints, enquiries and information requests across all departments, being responsive to set timescales and monitoring progress., Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
Compassion
Accountability
Respect
Integrity
Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
Please submit your application as soon as possible as we reserve the right to close any adverts before the closing date once we have received sufficient applications., To be the first point of contact for all enquiries including identifying and agreeing with complainants the key issues of their complaints, discussing desired outcomes, and agreeing timeframes for resolution.
Supporting members of the public who access the Complaints / PALS service who may be angry, distressed, vexatious or bereaved.
To keep complainants updated about the progress of their complaint.
To open all internal and external correspondence and ensure that this is actioned appropriately and that all urgent and/or confidential communications are dealt with in a timely manner.
To provide written, direct and verbal communication with service users, carers, other partners and stakeholders in a courteous and professional manner, conveying a high level of customer care.
Source and gather information to assist the Complaints Team in ensuring deadlines are met.
Work closely with staff across the Trust to ensure targets for responding to complaints are met and the complaint is resolved to the satisfaction of the complainant
Keep accurate and detailed records of all formal complaints received in the Trust. Utilising the complaints module of Datix ensuring records are fully completed and documents relevant to the complaint are uploaded.
Exercise judgement, where necessary, when responding to queries, external contacts, understanding and resolving issues within limitations; particularly for situations where there is more than one option.
Handle complaints in line with national and local policy, ensuring correspondence is acknowledged within 3 working days in line with national guidance and complaints of concern are escalated to the Complaints Manager
Create and maintain effective working relationships with staff at all levels, internal and external, NHS and non-NHS organisations.
At Northampton General Hospital we provide general acute services and hyper-acute stroke, vascular and renal services to people living in Northamptonshire. As well as this we are an accredited cancer centre and provide cancer services to a wider population of Northamptonshire and parts of Buckinghamshire.
We are proud to be the first hospital in the UK to have obtained Pathway to Excellence® designated accreditation from the American nurses credentialing centre (ANCC).
We celebrate staff achievements and value the importance of working as one big team. That's why we talk about Team NGH. It's all about working together to provide the best possible care for our patients and supporting each other to grow and develop our skills. We are driven to helping you to be the best you can be.
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities. The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals. We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative. We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Apply today and join the largest family in Northamptonshire.