At a Glance
- Tasks: Support the Concerns Team in managing patient complaints and enhancing patient safety.
- Company: Join Betsi Cadwaladr University Health Board, the largest health organisation in Wales.
- Benefits: Gain valuable experience in a supportive environment with opportunities for personal growth.
- Other info: Be part of a diverse team committed to equality and patient safety.
- Why this job: Make a real difference in patient care while developing your administrative skills.
- Qualifications: GCSE grade C in English & Maths; strong communication and problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
- Job Overview
- BETSI CADWALADR UNIVERSITY HEALTH BOARD
The role involves providing comprehensive administrative support to the Concerns Team in managing patient complaints and supporting the Quality Directorate and Patient Safety initiatives.
Main Duties
The post holder will
- Plan and coordinate the achievement of KPIs as instructed by managers.
- Prepare Datix reports, resolve early patient complaints, and collaborate with services to resolve Grade 1 complaints.
- Answer inquiries efficiently, ensuring complaints are managed in line with the Listening to People (LTP) framework.
- Serve as the first point of contact for complaints from patients, the public, and external organisations such as advocacy services via telephone, email, and correspondence.
- Make judgments on complaints, resolve them where possible, or log and refer them to the appropriate service.
- Communicate with internal services and external agencies, including Llais, on behalf of senior Complaints Service Management.
- Use Datix, WPAS, Symphony, and other Health Board systems to monitor KPIs, consent, and holding letters, ensuring optimal service delivery to complainants and operational services.
Qualifications
Essential Criteria
- GCSE grade C in English & Maths or equivalent.
- Experience dealing with non-routine issues, including problem‑solving and developing alternative or additional procedures such as SOPs.
- Empathic, tactful, diplomatic, with the ability to cope under pressure.
- Ability to work with minimal supervision.
- Adaptable to change.
- Team player.
Desirable Criteria
- Independent decision‑making and problem‑solving skills with knowledge of when to seek senior advice.
- Excellent communication skills, both verbal and written.
- Excellent organisational skills.
- Confidence and ability to overcome language and communication barriers when dealing with a range of people.
- Decision‑making skills.
Person Specification
The role requires excellent communication, organisational and analytical skills, the ability to work at pace, adapt to change, work collaboratively and independently and proactive problem solving.
Language Requirements
The ability to speak Welsh is desirable, but English speakers are also welcome to apply.
Working for Our Organisation
BCUHB is the largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services across North Wales for a population of around 700,000.
We are committed to promoting equality and diversity and actively support the “Disability Confident Employer” scheme.
#J-18808-Ljbffr
Contact Details:
Betsi Cadwaladr University Health Board Recruitment Team
