Senior Patients Resolution Officers
Closed for applications on: 9-Jul-2025 00:00
Vacancy status: Closed
Closed for applications on: 9-Jul-2025 00:00
Key details
Location
- Site
- STH various
- Town
- London
- Postcode
- SE1 7EH
- Major / Minor Region
- London
Contract type & working pattern
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
Salary
- Salary
- £44,806 - £53,134 p.a. inclusive of HCA (pro rata)
- Salary period
- Yearly
- Grade
- (NHS AfC: Band 6)
Specialty
- Main area
- Admin and Clerical
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.
Job overview
Do you want to help improve the quality and safety of healthcare services, and the experiences of patients and carers?
Guy’s and St Thomas’ is looking to appoint 4 new people to join our patient resolution service.
Our Patient Resolution Officers will be based in the Clinical Group, working directly with directorate teams and services. Post holders will be expected to work collaboratively with other Complaints Officers across the clinical groups. They will work closely with the Trust’s corporate Patient Resolution Team, who will support with expert advice on the handling of complaints and patient concerns, as required.
Our Patient Resolution Officers will be caring, empathetic and proactive in liaising with patients and services to address concerns, as they come in, and will identify and monitor problem trends, to support learning and improvement. The Patient Resolution Officers will support timely resolution, ensuring people who raise concerns have been heard and understood, and feel that that their complaint has made a difference reflecting the Parliamentary and Health Service Ombudsman’s user-led vision.
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Main duties will include:
· Managing complaints for the clinical groups including:
· Patient (complainant) and clinical liaison
· Updating the Trust’s complaints management system, Radar
· Providing complaint handling and remedial action advice
· Support the development of improved complaints handling processes, as appropriate
· Facilitating an investigation outcome including;
· Drafting responses to complainants
· Support review of drafts within the clinical
· Coordination of complaint responses group
· Reporting and sharing learning;
· Analyse & interpret data, including trends and themes and compile reports
· Ensure learning is shared, and promote with the directorates ways to prevent recurrence
· Supporting staff;
· Support staff to understand the importance of timely responses to concerns raised
· Identify training needs and where appropriate provide it
Working for our organisation
The successful candidates will work within ISM, Cancer and Surgery, Evelina Womens Clinical Group pending discussion prior to appointment.
Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best-known hospitals – Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high-quality care, clinical excellence, research and innovation.
We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.
We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients.
Our values
Our values help us to define and develop our culture, what we do and how we do it. It is important that we all understand and reflect these values in our work. Caring – Ambitious – Inclusive
Our values and behaviours framework describe what it means for every one of us in the Trust to put our values into action. The framework can be found on our Trust jobs pages and our intranet.
Detailed job description and main responsibilities
Please refer to Job Description and Personal Specification for detailed job description and main responsibilities.
Person specification
Education/Qualifications
Essential criteria
- Graduate level of education, or equivalent experience working in a relevant specialist area.
- Professional qualifications or specialist knowledge of NHS policies and procedures to post graduate diploma level or equivalent experience.
Desirable criteria
- Relevant training, e.g counselling skills
Previous Experience
Essential criteria
- Previous NHS complaints management experience or experience leading on investigation
- Detailed knowledge and understanding of the Local Authority Social Services and National Health Complaints (England) Regulations 2009.
- Experience of producing written material to a high standard.
- Experience with a complaints management database and the exporting and analysis of data.
- Experience of working in a pressurised environment.
Skills
Essential criteria
- Excellent interpersonal skills with an ability to work with people in stressful situations.
- Experienced in managing distressed/ angry complainants and staff
- Able to use own judgement to analyse and interpret data, including clinical records, and use relevant reports and legislation to achieve an evidenced based outcome
- Ability to communicate complex and/or contentious information clearly, accurately and accessibly both orally and in writing.
- Ability to use initiative, work with minimal supervision and good organisational skills to prioritise a complex and varied workload.
- Ability to maintain absolute confidentiality both inside and outside the Trust.
- Able to plan, facilitate, minute and manage meetings between clinical staff and complainants in highly sensitive and contentious situations.
- Excellent communication skills including letter drafting, report writing, presentation skills and chairing meetings.
- Exhibits resilience, patience and self-control, with ability to calm and support frequently anxious and angry individuals, including episodes of verbal aggression from complainants.
- The ability to deal tactfully and discreetly with matters of a confidential or sensitive nature.
Further details / informal visits contact
- Name
- Melanie Withero
- Job title
- Head of Patient Safety - Quality and Assurance
- Email address
- [email protected]
No longer accepting applications
Sorry, this vacancy is no longer accepting applications.
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