Concerns Manager - Complaints and PSOW in Caerleon

Post holder will be working as part of a Corporate Team working with staff across the University Health Board to facilitate the management and investigation of concerns associated with NHS funded care including supporting complaints which go to the second stage to ensure that they are dealt with positively, professionally and effectively and in accordance with the Listening to People Regulations.

The post holder will have managerial responsibility for the Concerns and Public Services Ombudsman for Wales (PSOW) teams. They will support Divisions with the investigation of serious concerns to ensure compliance with Regulations, Policy and national guidance. To deliver training to staff within the Health Board and Primary Care on the management and investigation of complaints. Assume management responsibility for operational issues within the office in relation to complaints in the absence of the Senior Concerns Manager with support from the Head of Listening to People. There will be an expectation to provide cross cover across elements of the Team, e.g. Serious Incidents.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Main duties of the job: An exciting opportunity has arisen to join the Corporate 'Listening to People' Team. This is an opportunity for an experienced Concerns Manager or an individual seeking new and varied challenges. Although a clinical background is preferable, we welcome applications from any individuals with suitable qualifications and experience. You will be required to work proactively, enthusiastically and collaboratively with colleagues to learn from complaints, and improve quality and patient safety. This challenging, but rewarding and varied role, will require the post holder to interact and work closely with the Nationally Reportable Incident team as well as other teams such as Safeguarding and Divisional colleagues. Along with external agencies such as the Public Service Ombudsman for Wales Office and the Community Health Council.

The successful candidate will manage a team of staff and be responsible for overseeing all aspects of the Listening to People processes for concerns and Ombudsman cases. The Listening to People team is also responsible for the delivery of concerns and incident investigation training and as such, the Concerns and Public Service Ombudsman Manager will play a key role in the provision of this.

Are you a caring, compassionate, professional person who wishes to make a real difference?

About us: Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.

We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.

Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.

Job responsibilities: You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Person Specification:

• Experience of working at a senior manager level
• Knowledge of NHS System of complaints management system
• Experience of using spreadsheets to analyse and report data
• Experience of working in a complex organisational environment
• Experience of devising and delivering training
• Knowledge of data protection legislation
• Extensive NHS experience

Qualifications and Knowledge:

• Educated to Master's degree level or demonstrable knowledge gained through experience
• Evidence of CPDRCA training
• Professional clinical registration

Aptitude and Abilities:

• Highly developed interpersonal skills
• Excellent communication, investigation, negotiating and influencing skills
• Ability to prepare and write reports to a high standard
• Proficient in word, excel and knowledge of Datix
• Ability to speak Welsh

Values:

• Resilient
• Organised and self-motivated

Other: Able to work flexible hours.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.