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We are currently supporting an NHS organisation in the recruitment of a Complaints Manager to working in the North West. The role will require at least 1 – 2 days per week onsite working for an interim period of 3 months initially.
The post holder will work as part of a team, supporting with a backlog of complaints in a professional and sensitive manner.
Key responsibilities will include:
* Responsible for a caseload of complaints;
* Maintain the organisations objectives of improving complaints handling, promoting the involvement of patients and families in service developments, and ensuring that complaints are integrated into the improvement framework;
* Read all complaints on receipt and ensure that they are acknowledged and responded to within the statutory time scales;
* Ensure that all complaints are inputted into the Datix database and distributed to the relevant person for investigation;
* Maintain an accurate and up to date system to ensure complaints are tracked and actioned appropriately.
The ideal candidate will have:
* Must have experience working within the NHS/ a healthcare setting within Clinical Governance;
* Degree level or equivalent experience;
* Complaints trained;
* Experience of using Datix;
* Knowledge of Root Cause Analysis techniques;
* Proven ability to work under pressure and meet tight timescales