At a Glance
- Tasks: Lead investigations and manage concerns to improve patient care and safety.
- Company: Join Betsi Cadwaladr University Health Board, the largest health organisation in Wales.
- Benefits: Fixed-term role with opportunities for professional development and a supportive work environment.
- Other info: Welsh speakers are encouraged to apply; dynamic role with diverse challenges.
- Why this job: Make a real difference in healthcare by ensuring patient concerns are addressed effectively.
- Qualifications: Management qualification and specialist knowledge in concerns management required.
The predicted salary is between 46300 - 52800 £ per year.
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY Betsi Cadwaladr University Health Board. THIS POST IS FIXED TERM / SECONDMENT FOR 12 MONTHS UNTIL JUNE 2027 TO MEET THE NEEDS OF THE SERVICE. IF YOU ARE INTERESTED IN APPLYING FOR THE SECONDMENT POSITION, YOU MUST OBTAIN PERMISSION FROM YOUR CURRENT LINE MANAGER PRIOR TO APPLYING FOR THIS POST.
As a professional manager working at a corporate level across the organisation, the post holder will have expert and specialist knowledge in working with external agencies to ensure legislative requirements are met by the Health Board. The Investigation Manager will line manage and supervise the Administrative Support Function, ensuring an adequate staffing and skill mix to achieve the requirements of the WG guidance.
The post holder will work with the Head of Investigation and Redress to implement a long‑term, standard, consistent approach to NHS Redress, ensuring all concerns are investigated using the same tools and methodology. The post holder will support the introduction and maintenance of systems (databases, spreadsheets, business plans, etc.) that recognise the need to learn from concerns and seek effective remedies for patients, including provision of redress for anyone harmed by the services it provides. The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main Duties of the Job
- Work with the Head of Investigation and Redress to implement policies and processes to ensure that the Health Board meets the requirements of the Putting Things Right Project, including the arrangements and procedures governing the management, investigation, seeking remedies, provision of redress and the learning from concerns which are patient centred and dealt with in an open and transparent way. This will involve developing partnerships with organisations within the Health Board and externally to support shared learning and providing CPGs and corporate functions with evidence‑based innovative ideas and potential solutions to changes.
- Contribute to the overall objectives of the Governance and Communication Corporate Support Function by ensuring that the associated work is underpinned by the Concerns Team, providing a corporate administrative service of the highest standard.
- Take overall managerial responsibility for the process governing responses to requests for information, information notices and complaints under the Data Protection Act, the Freedom of Information Act and other associated legislation made by service users, the public and staff. Delegate requests to others, track progress, interpret complex data and oversee the final responses ensuring that the information provided is fit for purpose and meets the needs of the request made.
Working for Our Organisation
Betsi Cadwaladr University Health Board (BCUHB) North Wales is the largest health organisation in Wales, providing a full range of services for a population of around 700,000 across North Wales. We promote equality and diversity and welcome applicants under the Disability Confident Employer scheme.
Person Specification
Qualifications
- Essential Criteria
- Management qualification such as ILM 7 Leadership and Management or demonstrable equivalent experience
- Specialist knowledge in the Concerns function (claims, investigations or complaints)
- Desirable Criteria
- Evidence of commitment to on‑going continual professional development
Experience
- Essential Criteria
- Experience in investigation techniques, patient safety concerns management and risk & risk management, using a range of complementary tools (e.g. Being Open, Root Cause Analysis, Incident Decision Tree)
- Experience of using and managing information to determine priorities and demonstrate service levels
- Desirable Criteria
- Experience of working in a Clinical Governance environment
Skills
- Essential Criteria
- Excellent communication skills (verbal and written)
- Analytical skills – ability to make judgements about highly complex facts or situations
- Ability to analyse information, prepare reports and utilise information to inform decision making
Knowledge
- Essential Criteria
- Knowledge and understanding of the principles of clinical governance and quality improvement
Personal Qualities
- Essential Criteria
- Self‑motivated, pro‑active and innovative
- Ability to deal with diverse demands and expectations
Other
- Essential Criteria
- Ability to travel between sites
Senior Concerns Manager (Ombudsman) in Llanfairfechan employer: Betsi Cadwaladr University Health Board
Betsi Cadwaladr University Health Board is an exceptional employer, offering a supportive work culture that prioritises professional development and employee well-being. As the largest health organisation in Wales, it provides unique opportunities for growth within a diverse and inclusive environment, ensuring that staff can make a meaningful impact on patient care while working collaboratively with dedicated professionals across North Wales.
Contact Details:
Betsi Cadwaladr University Health Board Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Concerns Manager (Ombudsman) in Llanfairfechan
✨Tip Number 1
Network like a pro! Reach out to your colleagues and connections within Betsi Cadwaladr University Health Board. A friendly chat can open doors and give you insights into the role that you won't find in the job description.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of the Concerns function. Be ready to discuss your experience with investigation techniques and how you've handled patient safety concerns in the past.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to articulate your thoughts clearly and confidently. Remember, they want to see how well you can convey complex information.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you're serious about the opportunity!
We think you need these skills to ace Senior Concerns Manager (Ombudsman) in Llanfairfechan
Some tips for your application 🫡
Get to Know the Role:Before you start writing, take a good look at the job description. Understand what the Senior Concerns Manager role entails and how your experience aligns with it. This will help us tailor your application to highlight the most relevant skills.
Showcase Your Experience:When detailing your experience, focus on specific examples that demonstrate your expertise in investigations and patient safety concerns management. We want to see how you've tackled similar challenges in the past, so don’t hold back!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon unless it's relevant to the role. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Apply Through Our Website:Make sure to submit your application through our official website. It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it keeps everything organised on our end!
How to prepare for a job interview at Betsi Cadwaladr University Health Board
✨Know Your Stuff
Make sure you brush up on your knowledge of the Concerns function, especially around claims and investigations. Familiarise yourself with the legislative requirements that the Health Board must meet, as well as the tools and methodologies used in patient safety concerns management.
✨Showcase Your Experience
Prepare to discuss your past experiences in investigation techniques and risk management. Be ready to provide specific examples of how you've handled complex situations and what tools you've used, like Root Cause Analysis or Being Open.
✨Communicate Clearly
Since excellent communication skills are essential for this role, practice articulating your thoughts clearly and concisely. Think about how you can convey complex information in a straightforward manner, as this will be crucial when discussing your approach to managing concerns.
✨Demonstrate Your Leadership
As a Senior Concerns Manager, you'll need to show your managerial capabilities. Prepare to discuss how you've successfully led teams in the past, managed diverse demands, and implemented effective processes. Highlight any experience you have in developing partnerships within and outside the organisation.
