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- Tasks: Join our complaints team to enhance patient care and resolve issues effectively.
- Company: University Hospitals of Northamptonshire, dedicated to excellence in healthcare.
- Benefits: Competitive salary, part-time hours, and a supportive work environment.
- Why this job: Make a real difference in patient experiences while developing your skills.
- Qualifications: Degree level education and experience in handling complaints preferred.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
The predicted salary is between 25800 - 31800 £ per year.
This is an excellent opportunity for an enthusiastic, dedicated and highly motivated individual looking to make a real difference to the care provided at UHN to our patients, by joining our complaints team. The successful applicant will support the Trust's vision to deliver excellent patient care and will play a leading role in the Trust's provision of a robust and responsive complaints service, which is in line with the latest legislation, national guidance and Trust policy.
You will take every opportunity to ensure the Trust learns from and improves the service provided to those who attend the Trust. You will be expected to maintain consistently high standards of complaints handling including timely and thorough responses to complaints and a robust lessons learnt framework. You will co-ordinate and prepare complex, detailed letters of response on behalf of the Executive Team ensuring they are accurate, compassionate, patient-centred and fully respond to all of the concerns raised. You will also openly liaise directly with complainants to manage expectations and facilitate meetings where required. This may involve patients, relatives and staff, which you will also be required to attend.
Main duties of the job- Responsible for supporting the management of the Trust's Complaint's function, being pro-active in the management of complaints within statutory requirements and broad national and local guidelines and continually reviewing the systems in place to improve the efficiency of the service.
- To respond to verbal and written complaints received within the Trust in accordance with the NHS Complaints Procedure.
- In liaison with the Complaints Manager identify potential/actual risks associated with complaints and liaise with appropriate personnel both within and outside the Trust.
- Produce reports and summaries as requested by the Complaints Manager.
- Work with the Complaints Team in ensuring the Trust meets or exceeds national and local targets and standards for complaints management.
- Produce reports and summaries from the computerised complaints system as required for the Trust Board, Divisions, CCG and other external bodies.
- Analyse data, information and trends on complaints and present to a wide-ranging audience.
- In conjunction with the Complaints Administration Officer maintain a complaints database ensuring patient complaints/feedback is recorded and monitored.
- Deliver training and advice on issues relating to complaints.
- Identify the training needs of the organisation and arrange appropriate training and advice as necessary.
- In conjunction with the Complaints Manager work alongside the Divisional teams to develop systems and processes ensuring they are implemented to accurately record and monitor performance against local and national targets and to proactively manage any variances.
- Support the Complaints Lead/ Head of Patient Services to deliver a financial performance in line with the Trust's agreed financial plan and ensure that resources remain within the required budget.
- Educated to degree level or equivalent level of education, training or experience.
- NVQ level 4 (Customer Service).
- RSA level II word processing skills or equivalent.
- Working within a complaint's environment.
- A full understanding of the NHS complaints procedure and how this is applied in practice.
We are an equal opportunities employer, which aims to employ a workforce that reflects the diverse communities we serve. We welcome applications from all suitably qualified persons from all backgrounds.
Complaints Handler in Northampton employer: Kettering General Hospital
Contact Detail:
Kettering General Hospital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler in Northampton
✨Tip Number 1
Get to know the Trust's values and mission. When you walk into that interview, show us how your personal values align with compassion, accountability, respect, integrity, and courage. It’s all about making a connection!
✨Tip Number 2
Practice your responses to common interview questions, especially those related to handling complaints. We want to hear about your problem-solving skills and how you’ve turned challenges into learning opportunities.
✨Tip Number 3
Don’t forget to prepare some thoughtful questions for us! This shows your genuine interest in the role and helps you understand how you can contribute to improving patient care at UHN.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints Handler in Northampton
Some tips for your application 🫡
Be Yourself: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your enthusiasm for the role and how your experiences align with our values.
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences that match the job description. Show us how you can contribute to our complaints team and improve patient care!
Keep It Clear and Concise: We appreciate clarity! Use straightforward language and keep your application focused. Avoid jargon unless it’s necessary, and make sure your points are easy to understand.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way to ensure we receive all your details correctly and can process your application smoothly.
How to prepare for a job interview at Kettering General Hospital
✨Know the NHS Complaints Procedure
Familiarise yourself with the NHS Complaints Procedure before your interview. Understanding how complaints are handled within the NHS will show that you’re serious about the role and can navigate the complexities of patient care effectively.
✨Demonstrate Compassion and Empathy
As a Complaints Handler, you'll be dealing with sensitive issues. Prepare examples from your past experiences where you've shown compassion and empathy, especially in challenging situations. This will highlight your ability to connect with patients and their families.
✨Prepare for Scenario Questions
Expect scenario-based questions during your interview. Think about how you would handle specific complaints or difficult conversations. Practising these scenarios can help you articulate your thought process and decision-making skills clearly.
✨Showcase Your Communication Skills
Effective communication is key in this role. Be ready to discuss how you would draft clear and compassionate responses to complaints. You might even want to bring a sample letter or response you've written in the past to demonstrate your writing skills.