Complaints Lead

The post holder provides support to the Complaints Manager, Patient Experience Matron and General Managers of all services as required in the management and co-ordination of the complaints process.

Main duties of the job

Maintaining the Trust's database on complaints and monitoring and reporting on complaint trends.
Promoting a positive image of the complaints procedure to patients/carers/ relatives and staff.
To assist in the management of Patient Advice and Liaison Service (PALS), concerns and formal complaints and to support members of staff on the investigation of complaints, providing guidance as required.
To draft responses back to complainants and to action follow-up to formal responses to ensure statutory time limits are met.
To cross cover for other complaint leads when required.
To build a good working relationship with staff members within the Trust and externally and have a good sound knowledge of Trust policies.
To resolve day-to-day problems independently of the General Manager (GM)/ Head of Nursing (HoN), as appropriate.
Supporting, advising and training the complaints administrator(s) and officers.
To monitor any action plans on a regular basis, and liaise with staff within the Clinical Service Line (CSL) to ensure that these are being addressed within the agreed timeframes.
To ensure that service improvement ideas and requirements arising from complaints are disseminated and actioned.
To co-ordinate update and input of actions identified on the risk management systems.
To undertake any other duties relevant to the purpose of the post.
To deputise for the Complaints Managers when required.

About us

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.

We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.

All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.

Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job.