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NHS North West London ICB
About
The NW London Integrated Care System (ICS) covers the eight boroughs of NW London and brings together all health and care organisations working to deliver against the four core national objectives of ICSs.
The NW London Integrated Care Board (ICB) is the statutory NHS organisation, and employer, responsible for developing a plan for meeting the health needs of the population, managing the NHS budget and arranging for the provision of health services in NW London. In NW London the ICB is known publicly as NHS NW London and is the employer for this role.
The vision of NW London is to reduce inequalities and achieve health outcomes on a par with the best of global cities. To do this we will focus on population health locally and at the level of the ICS. We will strengthen integrated Borough based provision across health and social care in order to increase physical and mental health outcomes, promote life expectancy, quality of life and reduce health inequalities across the entire population of North West London.
Complaints Officer x 2
Accepting applications until: 05-Jan-2025 23:59
Vacancy status: Open
Accepting applications until: 05-Jan-2025 23:59
Key details
Location
- Site
- NHS North West London ICB
- Address
- 15 Marylebone Road
- Town
- LONDON
- Postcode
- NW1 5JD
- Major / Minor Region
- London
Contract type & working pattern
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
Salary
- Salary
- £35,964 - £43,780 Inclusive of HCA per annum
- Salary period
- Yearly
- Grade
- (NHS AfC: Band 5)
Specialty
- Main area
- Complaints
- Interview date
- 20/01/2025
Job overview
The main purpose of the role is to implement, monitor and develop the NHS Complaints Policy and to ensure that all complaints across North West London to are managed effectively, in line with requirements set down nationally.
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The post holder would be expected to facilitate the concerns and complaints process for patients and the public. This includes regular contact with complainants, patients, and internal and external stakeholders to appropriately respond to concerns raised within agreed timescales and in line with the ICBs complaint process and national NHS Complaints Regulations. External communication may be by telephone, email and letter. As part of this process the post holder will also be responsible for input of data onto local databases and Excel spreadsheets, compilation of reports to show performance. In line with ICB Policy, Office attendance to MBR will be expected to collect and scan and print post.
Working for our organisation
NHS North West London Integrated Care Board (NHS NWL ICB) is a statutory body responsible for planning and allocating health and care resources to improve the lives of people in eight boroughs across North West London: Brent, Ealing, Hammersmith and Fulham, Harrow, Hillingdon, Hounslow, Royal Borough of Kensington and Chelsea and Westminster.
The local population is large and diverse, with a wide range of health and care needs that are evolving all the time. Working with our partners including Councils, NHS provider Trusts, GPs and voluntary and community organisations, we plan and allocate NHS resource to deliver a wide range of services including urgent and emergency care, mental health, primary care, elective hospital services and community care.
Working for us, you can help ensure that our residents and patients have access to the right services when they need them and assist them take greater care of their own health to ensure they live longer, healthier lives.
To do this we will:
improve outcomes in population health and healthcare
reduce inequalities in health outcomes, experience, and access
enhance productivity and better value for money
support broader social and economic development within our area.
We're proud of our staff and the contribution they make and are committed to developing their knowledge and skills in a supportive, inclusive, and values-led organisation.
Detailed job description and main responsibilities
For more information on the detailed job description and main responsibilities for this role, please read the job description and person specification document provided on this advert.
Person specification
Knowledge training and experience
Essential criteria
- NVQ 4 level equivalent plus internal knowledge and experience.
- Knowledge of complaints procedures, data protection, the public involvement agenda, legislation, clinical governance
- NHS experience or equivalent of working in a highly complex organization
Desirable criteria
- Complaint handling qualification
Communication skills
Essential criteria
- Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills
Desirable criteria
- Ability to pull together comprehensive draft reports, data and letters Negotiating, networking and persuasive skills
Analytical
Essential criteria
- Problem solving skills and ability to respond to sudden unexpected demands
Desirable criteria
- Excellent time management skills with the ability to re-prioritise
Physical Skills
Essential criteria
- Skills for manipulating information. Advanced keyboard skills, use of a range of software
Autonomy
Essential criteria
- Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales
Further details / informal visits contact
- Name
- Sayma Vasvi
- Job title
- Senior Complaints Manager
- Email address
- [email protected]
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