Complaints Officer | NELFT NHS Foundation Trust

An exciting opportunity has arisen for a Complaints Officer to work in liaison with the PALS & Complaints Manager, The Post holder will act as as point of contact for patients, service users, their families and carers. They will assess complaints and allocate to the appropriate service . Will monitoring a individual caseload to ensure timescales are monitored, Ensure all public and patient contact is of highest professional standard;

• Provide high-quality guidance and support to directorates on resolving complaints .
To Support and inform patients, service users on the Trust complaints process; be responsible for your individual caseload to ensure timescales are monitored.Ensure all public and patient contact is of highest professional standard. Provide high-quality guidance and support to directorates on resolving complaints . Starting with NELFT NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will includemandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex. Probationary Period This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff). High Cost Area Supplement This post also attracts payment for High Cost Area Supplement of 5% of the basic salary (with a minimum of £1,258 to a maximum of £2,122). COVID-19 Vaccination We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognise that taking the vaccine provides the best defence against COVID 19 for our patients, our staff and their families. We reserve the right to close this vacancy early should sufficient applications be received. In liaison with the PALS & Complaints Manager, ensure all complaints received, whether in writing, by email, by telephone or in person, are processed in line with national guidance.
• In liaison with service leads and where appropriate apply the local resolution approach.
• Ensure Being Open principles are applied in all aspects of role.
• In liaison with the PALS & Complaints Manager, approach investigating officers, through an agreed process, providing relevant documentation to enable the complaint to be investigated appropriately.
• Ensuring all complaints responses are dealt with professionally and in line with Trust Policy
• Ensuring all complaint responses are of a high standard
• Maintain the complaints database including key themes and investigation outcomes.
• Provide advice on complaints handling as required
• To establish and maintain effective communication and positive working relationships with staff in the Trust and relevant external agencies including the Health Service Ombudsman, local HealthWatch organisations, local service user and advocacy services such as ICAS
• To ensure sensitive, emotionally charged, and complex situations that may arise with complainants are dealt with appropriately
• Support the collation of informal concerns, compliments data and maintain database
• Ensure information for Freedom of Information requests is provided within agreed timescales
• Is expected to travel across NELFT sites as required, to support services deal with Complaints and offer drop-in sessions to Investigative Officers (IO) as required
• To foster a strong working relationship between the locality and the Complaints Team
• Regularly attending the locality leadership team meetings to give update on the numbers of complaints and any issues
• In liaison with the PALS & Complaints Manager, provide data for management reports within agreed timescales
• Work on own initiative and prioritise workload to ensure deadlines are met
• Represent the PALS & Complaints Manager at various meeting as required