Complaints Officer
Job overview
Staffordshire and Stoke-on-Trent Integrated Care Board is looking to appoint a part-time Band 5 Complaints Officer to join the Patient Services Team from 1^st April 2025. The successful applicant will be working within an established team and will have an integral role in delivering frontline support by listening, managing and learning from patient feedback to help improve the overall patient experience for the local population
The postholder will hold a caseload of cases and will be required to manage this in accordance with the relevant legislation and associated guidance, working autonomously and efficiently to meet deadlines and maintain accurate and up to date records.This will include listening to experiences and where possible, resolving concerns quickly as well as providing a signposting service to members of the public
Excellent communication skills are required, both written and verbal, and the ability to forge relationships both internal and external of the Integrated Care Board
This is a home-based role with occasional travel to the office as and when required
Please review the Person Specification alongside the Job Description to ensure you meet the essential criteria for this position
The role will be working 6.5 hours per day Monday, Tuesday and Friday
Main duties of the job
To manage your own caseload of formal complaint, PALS enquiries, MP letters and compliments
To maintain a record of cases using the ICB’s records management system ensuring accurate and timely entry of information
To liaise with patients, their representatives, ICB staff at all levels and external stakeholders and providers, to provide advice, support, assistance and resolution in terms of the Complaints and PALS process and the concerns being raised
To attend meetings as required with individuals both internal and external to the ICB in relation to your own caseload
To have strong IT skills including knowledge of Microsoft Teams, and excellent attention to detail
Working for our organisation
The Staffordshire and Stoke-on-Trent NHS Integrated Care Board (ICB) is responsible for planning functions; managing the NHS budget and arranging the provision of health services in the geographical area.
Location - Home based/hybrid working (most of posts). Travel on occasions to a Hub location with at least 1 days notice
New starters are expected to collect IT equipment, from offices in Stoke-on-Trent, and if based at home are required to have appropriate desk/chair/ relevant equipment in compliance with DSE regulations
Posts at Band 8c and above, will take part in the On-call rota, flexible over 7 days, supporting the System Control Centre, with full training provided.
Unconscious Bias/Invisible Disability Training and Equality Induction are mandatory.
Interviews may take place via MS Teams or in person
We promote a compassionate and inclusive environment and welcome applications from a diverse pool of talent and backgrounds. All individuals are valued and given every opportunity to succeed based on merit.
The ICB embrace the principles of Equality, Diversity and Inclusion and encourages applications from all individuals regardless of their age, disability, gender re-assignment, marital or civil partnership, pregnancy or maternity, race, religion and belief, sex or sexual orientation.It’s important that our workforce reflects the diversity of communities as much as possible.
Detailed job description and main responsibilities
Job Summary- Be part of a high quality and effective complaints and PALS service working on behalf the ICB in accordance with the relevant legislation, local and national guidance.
- Receive, manage and respond to formal complaints, PALS enquiries and letters from MPs.
- Display a patient-centred approach and be responsive to the needs of external ICB customers.
- Work under the direction of the Complaints and PALS Manager and contribute to the delivery of a service across the ICB and for all our customers.
- Work closely with the wider team to ensure that a pro-active and robust service is delivered.
- Support the ICB to learn from the experiences of patients and complainants and use this information to inform future commissioning decisions.
- To provide a high quality and professional service, ensuring accuracy and attention to detail in all aspects of the role. Specifically, to work efficiently and fairly with all parties to complaints. This includes patients, complainants, their families and representatives. Equally, it applies to people who have been complained about in all NHS settings.
- To participate in projects and working groups to improve and develop ICB Complaints and PALS services and actively promote the ICB Complaints and PALS service.
- To ensure a seamless service to both internal and external customers. This includes ensuring that KPIs and deadlines are met to achieve the desired outcome, including managing complaints through to resolution within nationally defined timescales.
- To organise their workload, using judgement to prioritise tasks. They will co-ordinate activities with other team members, balancing all aspects of the role, reviewing and changing priorities to achieve personal and team objectives. Specifically, to assess the risk of complaints and identify any which are potentially serious and take appropriate action to inform senior colleagues in a timely manner.
- To plan complex workflows which will require both formulation and adjustment while adhering to pre-determined timeframes to ensure desired outcomes. Carry out or co-ordinate complaint investigations where required. Arrange and attend conciliation meetings as appropriate.
- To work with a range of stakeholders, both internally and externally, operating to a high degree of professionalism at all times. Stakeholders include other Complaints and PALS services and NHS providers as well as patients, complainants, their families and representatives.
- To communicate clearly using a range of mechanisms and use negotiating skills to achieve the desired outcome in situations which are often complex and sensitive, such as when undertaking complaint investigations or attending conciliation meetings. This includes maintaining tact and diplomacy when there are barriers to understanding, such as when dealing with people who are displaying challenging behaviour.
- To work to ICB policies and procedures, including the specific Complaints and PALS policies relevant to each customer. To work in accordance with our ‘Quality and Performance Framework’ with a focus on producing both prompt and high-quality responses. To identify and propose changes to department policies and practices which would support service improvements.
- To support the Complaints & PALS Manager in managing systems and creating any associated reports. This could include the creation and maintenance of tracking systems to ensure that KPIs are on target and projects will be delivered within the agreed timeframe. Specifically, to maintain full and accurate case records using Ulysses and any other ICT systems.
- To assist in developing performance and quality reports for internal and external audiences. This includes assisting with the submission of accurate national monitoring returns such as KO41.
- To ensure appropriate use of all physical assets they are responsible for including computer equipment and for maintaining appropriate levels of stock.
- To demonstrate the duties of their role to new staff and contribute to training about complaints and PALS for internal and external learners.
- To work on their own initiative and operate autonomously.
Person specification
Experience
Essential criteria- Previous experience of working in the NHS or a healthcare setting
- Experience of handling and responding to complaints
- Experience of working in a confidential environment and handling sensitive information.
- Evidence of analysing problems and finding solutions
- Experience of delivering training.
Skills, Knowledge & Competancies
Essential criteria- Able to obtain and evaluate information to aid decision making
- Strong attention to detail
- Can deal with people who are upset or angry who display challenging behaviour.
- Able to initiate changes resulting in demonstrable service improvement
- Keyboard skills and able to use relevant ICT systems
- Ability to prioritise own workload
- Excellent listening skills
- Can identify creative solutions to problems
- Negotiation and influencing skills
- Can convey complex messages in a way that can be understood by a variety of audiences
- Understanding of Data Protection and Freedom of Information legislation and how this is applied in the context of the role.
- Understanding of the role of advocacy, mediation and conciliation
Personal Qualities
Essential criteria- Able to maintain confidentiality and trust
- A flexible and positive approach to work
- Demonstrates care and compassion
- Shows resilience and remains calm under pressure. A/I A/I A/I A/I Physical
** Please Note **
In event of exceptionally high levels of response, we reserve the right to close the post before the date stated above in order to prevent the number of applications received being unmanageable. You are advised to submit your completed application form as soon as possible to have the best chance of being considered.