Complaints Coordinator

We invite applications from compassionate and customer focussed individuals to join the Quality & Safety Team at Wye Valley NHS Trust as Complaints Coordinator. This post is an excellent opportunity for administrative or clinical staff to support the Trusts Quality & Safety agenda by providing a high quality and responsive patient-centred complaints service for all service users. The post holder will be able to expertly communicate with patients, their families/carers, staff and external organisations to support effective navigation of the NHS complaints process. The post holder should be a good listener, with excellent communication skills who can interpret complaints in partnership with service users to ensure accurate recording of any issues raised. You will be able to work effectively within a small, proactive team and foster positive working relationships across a broad range of professional groups. Experience of working in a healthcare setting is essential. A professional, compassionate and respectful manner must be demonstrated at all times. The post holder will be supported to develop and thrive in a supportive environment which will enable you to help improve the experience of patients, visitors and carers who use our services., To work within the Quality & Safety Team to provide a compassionate, high quality and responsive patient-centred complaints service for all service users.

• To provide an effective and efficient complaints management service for the Trust, which meets all statutory, regulatory requirements and local performance standards.
To facilitate feedback that ensures complaints are used as an effective quality improvement tool and integrated within the governance framework. To deliver education and training in relation to complaints. To provide advice and guidance to Divisional Teams in relation to model complaint handling. To facilitate with complainants and attend meetings between complainants, clinicians, and managers where required to try to resolve issues of complaint.
• To ensure an approach is taken which maximises the potential for local resolution of complaints and concerns
• Establish effective systems to ensure that issues are addressed and action plans monitored to prevent recurrence of complaints.
• To provide an accessible point of contact for patients, relatives and carers who are experiencing problems with any aspect of Trust services.
  
  Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire NHS FT , the George Eliot Hospital NHS Trust and Worcestershire Acute Hospitals NHS Trust.
Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye. We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care we'd want for our family and friends. More than 3,500 people work for the Trust - they tell us it's a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire. We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential. Russell Hardy, Trust Chairman: "The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential." Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time...all the time.