At a Glance
- Tasks: Manage sensitive complaints and improve patient experiences at BCUHB.
- Company: Join a dedicated team in the People’s Experience Department.
- Benefits: Competitive salary, supportive environment, and opportunities for professional growth.
- Other info: Promoting equality and diversity; Disability Confident Employer.
- Why this job: Make a real difference in healthcare by enhancing patient and carer experiences.
- Qualifications: Experience in managing complaints, preferably in healthcare; Welsh speakers welcome.
The predicted salary is between 46300 - 52800 £ per year.
Overview
Working as part of the People’s Experience Department, this role is pivotal to improving the quality of people’s experience at BCUHB.
The post holder will manage highly sensitive complaints, measure and improve patient and carer experiences, and administer the organisation’s arrangements for investigating and responding to concerns, claims and incidents, collectively known as ‘concerns’.
The role includes line management of the Concerns Team, providing detailed analysis of trends and planning capacity for future investigations and improvements within the organisation.
Responsibilities
- Autonomously manage and coordinate concerns received by the organisation, ensuring investigations are initiated appropriately and completed within agreed timescales.
- Utilize templates and processes to manage concerns from inception to completion, ensuring responses are quality‑assured prior to distribution.
- Analyse trend data within concerns, provide detailed reports, and plan for future capacity requirements in investigating and improving identified areas.
- Implement a long‑term, standard, and consistent approach to NHS Redress, ensuring all concerns are investigated using consistent tools and methodologies.
- Maintain systems (databases, spreadsheets, business plans, etc.) that recognise learning opportunities from concerns and seek remedies for patients, including redress where appropriate.
- Provide line management and day‑to‑day supervision of the Concerns Team.
Qualifications
- Experience in managing complaints and concerns, preferably in a healthcare setting.
- Ability to speak Welsh is desirable. Welsh and/or English speakers are equally welcome to apply.
- Equality and Diversity
- We are committed to promoting equality and diversity and are proud to welcome applicants under the Disability Confident Employer scheme.
- #J-18808-Ljbffr
Contact Details:
Betsi Cadwaladr University Health Board Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager
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We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
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