Complaints and Public Services Ombudsman for Wales Case Co-ordinator

at  Powys Teaching Health Board

CommunicationFoster and maintain professional and effective relationships with Health Board staff and external contacts at all levels, to ensure the discharge of allresponsibilities and objectives. Act as a point of contact for advice, within the limits of own competency, tointernal and external contacts and patients/carers/representatives on theinvestigation of any matters within the departments remit. Develop sound understanding of the NHS Complaints and Redress measures and ensure effective compliance on all appropriate cases. Communicate sensitively and professionally with patients / relatives /representatives, where appropriate in order to establish concerns and issues to be addressed and provide appropriate reassurances.
Ensure communications are suitable for any person who may have special needs e.g. reading, language or hearing difficulties. Communicate sensitively and professionally with Health Board staff of allprofessions and at all levels that may be the subject of or involved in aninvestigation, providing re-assurance on the relevant processes and the focus on learning lessons. Ensure that staff who are involved with investigations being handled by the post-holder, in whatever capacity, are kept fully informed of the status of the case.
Plan meetings with service leads, with patients, staff and/or theirrepresentatives on cases being personally managed. This will includeinvestigation outcomes, lessons learned and redress matters, where applicable, and will require a strategy for the meeting to be determined.Provide advice, support and reassurances to staff across Service Groups and the Health Board Concerns/ Patient Experience Team as may be appropriate in respect of any matters that are within the remit and competency of the post holder. Share learning and ensure the appropriate dissemination of various information across the Service Groups, including information from partners and external sources. When requested, to co-ordinate and/or deliver awareness sessions / training /education on investigations and concerns to staff on any area within the remit of the department.
Collate and prepare timely and fit for purpose reports in support of the Concerns/ Patient Experience Teams servicing of/reporting to specific committees and groups, drawing attention to any areas of concern and opportunities for change. Provide support / administration / and follow up of all concerns and PublicServices Ombudsman cases weekly. Planning and OrganisationAssist with the delivery of objectives and priorities of the Concerns/ Patient Experience Team. Support the day to day management of complaints and Public ServiceOmbudsman for Wales cases and all activities associated such as prioritisation, allocation of work across the Service Groups and Directorates and implementation of and compliance with all relevant policies, procedures, processes and authorities, ensuring it is delivering effective and responsive support to the services/directorates.
Ensure that at an appropriate level of work is undertaken in an integrated and holistic way on individual cases, following them through the pathway of formal procedures. This specifically requires a focus on ensuring actions are taken at the very earliest stage in preparation for all the stages that may follow. The postholder should manage work flexibly within the immediate team and across the Concerns/ Patient Experience Team as a whole. The post-holder should also expect to be assigned tasks on individual cases for which they are not the nominated case handler.
Handle allocated cases (which will generally be linked to a grade, or equivalent, and reflect complexity and seriousness) through all processes to conclusion, in accordance with policies and procedures, authorities and quality and performance standards, with appropriate guidance or supervision if any case should escalate in seriousness or beyond delegated authority limits or own competency. Where it is necessary for a case to be moved to a more senior handler, the post-holder should expect to maintain some involvement. Plan and prioritise own workload to ensure deadlines and quality standards are met.Produce and use data to report appropriately on performance, effectiveness and recommended improvements, in accordance with defined frameworks and timetables. Ensure the provision of information and reports for relevant Health Boardgroups/committees, in accordance with defined timescales.
Where requested, to participate in, lead or facilitate investigationsinstigated under Health Board policies. Act as a ‘designated lead’ in any area where nominated and appropriate. Clarify and confirm complex Datix and data entry aspects for the Concerns/ Patient Experience Team regarding complaints and Public Service Ombudsman for Wales cases. On an annual basis, to co-ordinate and conduct audits of compliance withinternal processes, making recommendations for actions to address issues that may be identified.
Assist with the regular review and revision of policies and procedures that are the remit of the Concerns/ Patient Experience Team, providing drafts initially to the Senior Manager, Putting Things Right for approval. On a quarterly basis, to conduct data quality audits of records in Datix and act on findings in conjunction with colleagues. Flexibility will be key to this role to enable the individual to adapt to the tasks required in processing concerns and Public Service Ombudsman for Wales cases. Information ResourcesUndertake all allocated Datix administration tasks.
On a daily basis, to create and update individual records within the Datix System for all cases that are personally handled. On an ongoing basis, to oversee and monitor the accurate and appropriatesystem use and data capture by members of the Concerns/ Patient Experience Team. Contribute to the ongoing operation of the Datix System, its implementation and use of its full functionality. Generate management and performance information from the Datix System for integration/interpretation in reports and advice.
Take all necessary actions to safeguard the security and confidentiality of all information and data held or accessed by the Concerns/ Patient Experience Team which includes paper files and electronic information, medical records, occupational health records and personnel files.Human ResourcesEscalating issues to the Senior Manager, Putting Things Right that cannot be resolved or require senior input/authority. Lead and manage personnel in accordance with Health Board policies andprocedures. Work closely with Service Groups/ Directorate teams, service users, carers and other organisations ensuring compliance with all applicable procedures, protocols, performance standards, timescales etc. Analytical and JudgementalContribute to the setting of prioritisation principles highlighting to the Concerns/ Patient Experience Team the need, as and when necessary for priorities to be re-assessed/re-assigned.
Judge when individual cases require referral to a more senior member ofthe Concerns/ Patient Experience Team for decisions and/or action. Policy and Service DevelopmentContribute to the development/review/revision of Policies, Proceduresand Protocols that are the responsibility of the Concerns/ Patient Experience Team and support the implementation of and compliance with these policies. Patient/Client careSupport Service Groups/ Clinical Directorates in communications with patients/ relatives / representatives on adverse occurrences/concerns. For cases being personally managed, where redress is considered appropriate, to communicate to the Senior Manager, Putting Things Right for consideration, agree terms for the future provision of care, within delegated authorities and to monitor that the provision of care is delivered according to the agreed terms.
Put in place learning from complaints, incidents (i.e. information leaflets, clear guiding principles, standard documents) working with user/carer groups to ensure recovery and inclusiveness

Please refer the Job description for details