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Patient Resolution Officer- RBH
Closed for applications on: 9-Hyd-2023 00:00
Statws y swydd wag: Closed
Closed for applications on: 9-Hyd-2023 00:00
Manylion allweddol
Lleoliad
- Gwefan
- Royal Brompton Hospital
- Cyfeiriad
- Sydney Street
- Tref
- Lonson
- Cod post
- SW3 6LL
- Major / Minor Region
- Llundain
Math o gontract a phatrwm gwaith
- Contract
- Parhaol
- Oriau
- Llawnamser - 37.5 awr yr wythnos
Cyflog
- Cyflog
- £34,089 - £41,498 inc HCA
- Cyfnod cyflog
- Yn flynyddol
- Gradd
- (NHS AfC: Band 5)
Arbenigedd
- Prif leoliad
- Patient Resolution
Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services.
Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital.
Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions.
Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients.
In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research.
We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit.
Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’.
The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients.
We have one of the most ambitious capital investment programmes anywhere in the NHS.
Trosolwg o'r swydd
The complaints service works in collaboration with the patient advice and liaison service (PALS) with enquirers to assist them in making the best decision regarding whether to enter into the formal process of making a complaint or advise on informal resolution through the PALS service. The complaints team works proactively with directorates to support resolution of concerns. The service is also responsible for supporting the organisation in the identification of trends and to promote learning from complaints.
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• Work as part of a team and in liaison with complainants, advocates and staff at all levels within the Trust.
• Co-ordinate responses to individual complaints, ensuring that each complaint received is listened to, understood, properly considered, appropriately responded to in a timely manner and learnt from.
• Draft complaint response letters for signature by the Chief Executive.
• Maintain and keep up-to-date paper and electronic complaints files (including the complaints database, Datix).
• Analyse complaints to identify trends and opportunities for improving the quality of service and experiences of service users.
• Contribute to Directorate and Corporate complaints reports/dashboards.
• Provide advice, support and guidance to Directorates on resolving concerns and complaints via local resolution.
• Participate in training Trust staff on how to successfully deal with complaints.
• Assist with the administration associated with complaints investigated by the Parliamentary and Health Service Ombudsman.
Gweithio i'n sefydliad
Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust.
The post holder will:
• Put patients first
• Take pride in what they do
• Respect others
• Strive to be the best
• Act with integrity
Our values and behaviours framework describes what it means for every one of us in the Trust to put our values into action.
Swydd-ddisgrifiad a phrif gyfrifoldebau manwl
- Receiving and analysing complaints, identifying the concerns raised and the outcome sought by the complainant.
- Maintaining up-to-date knowledge about best practice in complaints handling, Department of Health and NHS England policy and guidance relating to complaints, and the NHS complaints regulations 2009, and sharing this knowledge.
- Taking (and where appropriate resolving) complaints over the telephone and / or in conjunction with PALS.
- Monitoring the progress of complaints using and administering a regular review system, and prompting investigators and Directorate Management Teams as appropriate.
- Assessing complaints as to their severity and complexity and assigning a triage category so that complaints follow an appropriate resolution stream and identifying complaints that are linked to other investigations or that might require the input of the claims and inquests team.
- Monitoring the progress of complaints using and administering a regular review system, and prompting investigators and Directorate Management Teams as appropriate.
- Maintaining and keeping up-to-date paper and electronic complaints files (including the complaints database, Datix), in compliance with Trust policy and Data Protection law.
- Managing complainants’ expectations, and keeping complainants regularly updated on the progress of their complaints.
- Co-ordinating responses to individual complaints from receipt to resolution, ensuring that each complaint received is listened to, understood, properly considered, appropriately responded to in a timely manner and learnt from.
- Facilitating and minuting local resolution meetings between complainants and
Trust staff. - Working with Directorate Management Teams, patient safety colleagues and clinical governance colleagues, to ensure that lessons are learned and acted upon within Directorates and across the Trust, to avoid recurrence of incidents, service failures and poor experiences.
- Drafting and / or agreeing complaint response letters for signature by the Chief Executive.
- Providing advice, support and guidance to Directorates on resolving concerns and complaints via local resolution and participating in training Trust staff at all levels on how to successfully deal with complaints.
- Assist with the administration associated with complaints investigated by the Parliamentary and Health Service Ombudsman.
Manyleb y person
Education
Meini prawf hanfodol
- Graduate level of education and/or relevant professional qualifications.
Experience
Meini prawf hanfodol
- Experience of handling and resolving complaints
- Experience of working in a customer facing environment
- Experience of producing written material to a high standard
- Experience of working in a fast paced environment
- Experience of working at a corporate level in a similar organisation
Skills
Meini prawf hanfodol
- Ability to analyse and interpret data, reports and relevant legislation
- Ability to communicate complex and/or contentious information clearly, accurately and accessibly, both orally and in writing.
- Problem solving skills
Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol
- Enw
- Bhavneet Gill
- Teitl y swydd
- Patient Resolution Lead
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 0207 352 8121
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