People's Enquiry and Resolution Service Manager

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 be responsible for managing highly sensitive enquiries and complaints, capturing, measuring and improving patient and carer experiences across BCUHB.

As a manager working at corporate level across the organisation, the post holder will play a key role and have freedom to act in administering the organisation’s arrangements for supporting PEARS (People’s Enquiry and Resolution Service) and investigating and responding to complaints, claims and incidents, collectively known as ‘concerns,’ in line with the requirements set out by the Welsh Government (WG). The post holder will also provide line management and day-to-day supervision of the Concerns Team, providing detailed analysis of trends within concerns and planning for future capacity requirements in investigating and improving identified areas within the organisation.

The post holder will autonomously manage and co‑ordinate the concerns and enquiries received by the organisation on a daily basis, ensuring that investigations are instigated appropriately and that the concern is managed from inception to completion by utilising developed templates and processes. Responses must be received within agreed timescales and quality assured prior to distribution.

Main duties of the job:

• The post holder will be a member of the PEARS Team in implementing a long-term, standard, consistent approach to NHS Redress, ensuring that all concerns are investigated using the same tools and methodology/techniques to aid resolution.
• The post holder will apply the introduction and maintenance of systems (databases/spreadsheets/business plans etc.) which recognise the need to learn from concerns as well as seeking remedies for patients, including where appropriate the provision of redress for anyone harmed by the services provided.

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

Working for our organisation:

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000 across North Wales. Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework. Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme. Applications may be submitted in Welsh and will not be treated less favourably than an application submitted in English.

Detailed Job Description And Main Responsibilities:

You will be able to find a full Job description and Person Specification attached within the supporting documents.

Person specification:

Essential criteria:

• Post Graduate level of education in relevant subject or demonstrable equivalent experience.
• Specialist knowledge in the Concerns function (claims/investigations or complaints).
• Ability to work at all levels across the organisation, including presenting to meetings.
• Excellent time management skills and ability to work to deadlines.
• Analytical skills - ability to make judgements about facts or situations.

Desirable criteria:

• Experience in investigation techniques, patient safety concerns management and risk management, using a range of complementary tools, e.g. Being Open, Root Cause Analysis, and Incident Decision Tree.
• Experience of using and managing information to determine priorities and demonstrate service levels.
• Ability to learn from experience and adapt to changes and new challenges.

Application Form and Interview:

Essential Criteria:

• Highly developed written and verbal communication skills.

Desirable criteria:

• Demonstrable evidence of successful multi-disciplinary team working.

Interview Essential Criteria:

• IT literate including analysis of highly complex data.
• Report writing skills.

Desirable criteria:

• Demonstrable and consistent evidence of organisational and personal learning and change from patient safety concerns, patient experience concerns or improvement programmes.
• Supervisory experience.