Planning and initiating complaint investigations. To ensure complaints are investigated appropriately, thoroughly and timely monitoring progress and assisting in the resolution of potential delays. Support the PALS Team leader in ensuring that the Trust complies with national standards and procedures as per regulatory bodies i.e. the ICB, NHS England and the Parliamentary Health Service Ombudsman. To provide statistical analysis regarding performance for internal assurance and for external organisations. As part of the PALS team to act as point of contact for complaint investigation and management for both internal and external staff and organisations. Provide support for the analysis of complaints and trends at Directorate and Trust level through the Clinical Governance mechanisms and to drive any corrective actions identified, The post holder will manage and co-ordinate all complaints received within the Trust and decide on how the correspondence received should be processed, e.g. formal complaint, informal complaint, and professional to professional enquiry, in line with the NHS Complaints Standards The post holder will review, allocate and manage the cases of complaints received in the Trust. The post holder will be responsible for ensuring that all types of complaints are appropriately, promptly and accurately recorded on DATIX to ensure accurate up-to date information is available at all times. The post holder will work closely with divisions and directorates to develop and maintain effective relationships with Trust staff at all levels so that divisional teams are supported in the investigation of complaints, ensuring all complainants' issues are addressed.

DBTH is one of Yorkshire's Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues. At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions. As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you. As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities. We offer a range of benefits to support our people including

• NHS Pension Scheme
• Generous holiday entitlement in line with Terms & Conditions
• Comprehensive health and wellbeing support
• NHS Car Lease schemes and a range of salary sacrifice scheme
• Discounts on restaurants, getaways, shopping and finance through external providers.