• Job Description

  Req#: C9229-24-1176?language=en&page=574&sort=publicationDateDesc

  Job summary

  We invite applications from compassionate and customer focussed individuals to join the Quality & Safety Team at Wye Valley NHS Trust as Complaints Coordinator.

  This post is an excellent opportunity for administrative or clinical staff to support the Trusts Quality & Safety agenda by providing a high quality and responsive patient-centred complaints service for all service users.

  The post holder will be able to expertly communicate with patients, their families/carers, staff and external organisations to support effective navigation of the NHS complaints process.

  The post holder should be a good listener, with excellent communication skills who can interpret complaints in partnership with service users to ensure accurate recording of any issues raised. You will be able to work effectively within a small, proactive team and foster positive working relationships across a broad range of professional groups.

  Experience of working in a healthcare setting is essential. A professional, compassionate and respectful manner must be demonstrated at all times.

  The post holder will be supported to develop and thrive in a supportive environment which will enable you to help improve the experience of patients, visitors and carers who use our services.

  Main duties of the job

  To work within the Quality & Safety Team to provide a compassionate, high quality and responsive patient-centred complaints service for all service users.

  • To provide an effective and efficient complaints management service for the Trust, which meets all statutory, regulatory requirements and local performance standards.

  To facilitate feedback that ensures complaints are used as an effective quality improvement tool and integrated within the governance framework.

  To deliver education and training in relation to complaints.

  To provide advice and guidance to Divisional Teams in relation to model complaint handling.

  To facilitate with complainants and attend meetings between complainants, clinicians, and managers where required to try to resolve issues of complaint.

  • To ensure an approach is taken which maximises the potential for local resolution of complaints and concerns
  • Establish effective systems to ensure that issues are addressed and action plans monitored to prevent recurrence of complaints.

  • To provide an accessible point of contact for patients, relatives and carers who are experiencing problems with any aspect of Trust services.

  About us

  Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire NHS FT , the George Eliot Hospital NHS Trust and Worcestershire Acute Hospitals NHS Trust.

  Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.

  We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care we'd want for our family and friends.

  More than 3,500 people work for the Trust - they tell us it's a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.

  We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.

  Russell Hardy, Trust Chairman: "The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential."

  Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time...all the time.

  Date posted

  20 December 2024

  Pay scheme

  Agenda for change

  Band

  Band 5

  Salary

  £29,970 to £36,483 a year pa pro rata

  Contract

  Permanent

  Working pattern

  Full-time

  Reference number

  229-COR-6873048

  Job locations

  The County Hospital

  Union Walk

  Hereford

  HR1 2ER

  
  

  Job description

  Job responsibilities

  Please refer to the attached job description and person specification for detailed description of the role requirements and main responsibilities.

  Job description

  Job responsibilities

  Please refer to the attached job description and person specification for detailed description of the role requirements and main responsibilities.

  Person Specification

  Education & Qualifications

  Essential

  • Degree level management qualification or equivalent professional experience

  Desirable

  • Customer care training
  • PHSO Complaints Handling Accredited Training.

  Skills, Knowledge & Abilities

  Essential

  • Strong interpersonal, communication, negotiating and influencing skills
  • Good IT skills including the use of Microsoft Office
  • Demonstrable ability to work to deadlines and achieve agreed objectives
  • Ability to present ideas effectively
  • Ability to work using own initiative

  Desirable

  • Working knowledge of InPhase reporting system

  Experience

  Essential

  • Experience of working in a healthcare setting
  • Proven experience of working in a complaints/customer care environment
  • Training and teaching experience

  Desirable

  • Evidence of successful change facilitation
  • Experience of developing and delivering training programmes

  Person Specification

  Education & Qualifications

  Essential

  • Degree level management qualification or equivalent professional experience

  Desirable

  • Customer care training
  • PHSO Complaints Handling Accredited Training.

  Skills, Knowledge & Abilities

  Essential

  • Strong interpersonal, communication, negotiating and influencing skills
  • Good IT skills including the use of Microsoft Office
  • Demonstrable ability to work to deadlines and achieve agreed objectives
  • Ability to present ideas effectively
  • Ability to work using own initiative

  Desirable

  • Working knowledge of InPhase reporting system

  Experience

  Essential

  • Experience of working in a healthcare setting
  • Proven experience of working in a complaints/customer care environment
  • Training and teaching experience

  Desirable

  • Evidence of successful change facilitation
  • Experience of developing and delivering training programmes

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Employer details

  Employer name

  Wye Valley NHS Trust

  Address

  The County Hospital

  Union Walk

  Hereford

  HR1 2ER

  
  

  Employer's website

  https://www.wyevalley.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Wye Valley NHS Trust

  Address

  The County Hospital

  Union Walk

  Hereford

  HR1 2ER

  
  

  Employer's website

  https://www.wyevalley.nhs.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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