2838 - Complaints InvestigatorNHS

Job summary

Interview Date: TBC

As part of a centralised Patient Advice and Complaints team, our Complaints Investigators manage and investigate a number of often complex complaints across all of Barnsley Hospitals services.

As a Complaints Investigator you will be responsible for continual high quality communication with service users and their families whilst liaising with clinical and non-clinical staff at all levels of the Trust to investigate events and identify relevant learning and actions. You will be responsible for ensuring that all complaints are handled in accordance with the NHS Complaints Regulations and the Complaints Standard Framework. The role also includes line management of a Caseload Officer.

This role would suit someone with a background of complaints handling/investigation or extensive experience of working at a senior level in customer service. You will require the ability to question and challenge clinical information and facts, and analyse information in a reasoned and structured work. You will require excellent organisational skills, and the ability to work in a high-pressure environment whilst handling a number of competing deadlines

Main duties of the job

To be responsible for investigating and responding to a caseload of complaints that occur within the Trust working collaboratively with the Clinical Business Units to ensure learning and actions are effectively implemented.

You will work collaboratively with the Patient Advice & Complaints Manager and CBU leads to complete detailed investigations into complaints, this will include complex and high risk complaints.

Ensure each complaint is investigated appropriately, root causes and lessons learned are identified and that SMART action plans are devised and implemented

To critically assess the findings from complaint investigations and be able to diplomatically challenge staff regarding their statements/conclusions.

Ensure the findings of complaint investigations are given to the complainants and staff receive feedback on the outcome.

Ensure investigations are completed in a timely manner in line with the Trusts key performance indicators.

Monitor the quality and timeliness of complaint investigations and ensure there is escalation of delays or quality issues.

You will be required to ensure that there is accurate and timely recording of complaints data via the Datix system and will be required to work collaboratively with the wider team to ensure that all reporting deadlines are achieved.

Support wider quality and improvement initiatives relating to complaint outcomes, including training, audit and policy/procedure development

Job description

Job Description forComplaints Investigator

Please refer to the attached Job Description and Person Specification for full details of the role and responsibilities.

Supporting Documents

Please refer to the values-based recruitment guidance and associated documentation.

About us

Barnsley is a place of real warmth and community spirit. With a proud industrial past, the town offers affordable living, great transport links, rich culture and many green spaces. Barnsley punches above its weight and has recently seen economic growth, substantial regeneration and digital ambition, whilst leading the way in healthcare innovation and employability.

At Barnsley Hospital, we are a close-knit, ambitious team delivering outstanding care in the heart of South Yorkshire. Our aim is to be the best place to work and we have been consistently rated by our people as being amongst the very best Trusts in the country in areas such as compassionate leadership, teamwork and supporting colleague wellbeing.

We offer a friendly working environment where you will be recognised and valued for what you do, led with compassion and integrity and have your career and wellbeing supported.

Barnsley Hospital NHS FT is committed to promoting equality of opportunity and fair treatment to all applicants.

For individuals who require sponsorship under the skilled worker or health & care visa route please use the link on the right hand side of the advert to check your eligibility.

The cost of the DBS (criminal records check) for Band 6 and above roles will only be met by the successful candidate(s) through salary deduction.

Please note we reserve the right to close positions early