Patient Advice and Complaints Senior Associate

at  Mid Cheshire Hospitals NHS Foundation Trust

To facilitate a means of the Trust being able to respond to queries, requests for information, concerns, complaints, comments and compliments raised by service users. To be responsible for negotiating immediate solutions to concerns and requests for information and respond promptly and effectively. Liaising with divisional heads of nursing, senior management teams and service managers to ensure they can review issues raised, meet required response deadlines, produce well formatted and clear responses and develop action plans as required To embed systems to support organisational learning from complaints to prevent recurrence and to support the PACT Manager in developing a system to review themes to provide Divisions with more understanding of areas of concerns to patients and relatives. The post holder is responsible for the co-ordination of responses in relation to concerns, complaints and comments raised by service users within the agreed timeframe.
Liaising, as required, with external agencies such as the Independent Healthwatch Advocacy Services (ICAS), Members of Parliament (MPs) and the Parliamentary and Health Service Ombudsman (PHSO). Critically analyse complex and sensitive information in order to understand the nature and potential seriousness of complaints, identifying potential delays, which may hinder the process and work with clinical managers and reviewing officers to resolve issues. To independently prioritise and manage a caseload of complaints and informal concerns without direct supervision. To support the PACT Manager in production of data and reports using a wide range of IT applications, identifying analysis of key issues and trends to inform divisional agendas.
To prepare, maintain and collate accurate and contemporaneous records of all concerns raised by individuals including outcomes and actions taken. To be responsible for inputting, and extracting accurate data relevant to the provision of the service

Please refer the Job description for details