Complaint and Patient Experience Officer in Sunderland

The North East and North Cumbria Integrated Care Board is seeking a motivated, resilient and highly organised Complaints and Patient Experience Officer to join our Complaints and Patient Experience Team. This is a Band 6 role, working on a hybrid basis across ICB locations, supporting the effective management of complex complaints and patient experience contacts across the services we commission.

Please note this post is only accepting applications from current staff members of North East and North Cumbria Integrated Care Board and staff members of North of England Commissioning Support (NECS). We reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.

In this role, you will manage a caseload of complex complaints and patient experience contacts from receipt through to resolution. You will be a named contact for complainants, liaising with patients, families, carers, providers and colleagues to ensure issues are understood, investigated and responded to appropriately. You will secure detailed provider responses, prepare high quality written correspondence, maintain accurate records on SIRMS, and ensure cases are progressed within agreed timescales.

Our Integrated Care Board (ICB) is the largest in the country. The ICB is responsible for ensuring that high quality and safe health services are accessible to all of our communities. It has a wide range of functions, including promoting integration of health and care services, improving people's health and well-being, and reducing health inequalities. With a £6.6 billion budget and a workforce of 170,000 people across the North East and North Cumbria, ICB staff also work at place level with local health and wellbeing boards in each of our 14 local authority areas. These teams also work alongside our 67 primary care networks which are groups of local GP practices, social care teams and other community-based area providers. The ICB works with our Provider Collaborative too, which includes the 11 NHS Foundation Trusts in the region, to deliver our shared priorities.

You will also support the Head of Complaints and Patient Experience with workflow management, case prioritisation, performance reporting and the identification of themes and trends. The role involves working with a wide range of internal and external stakeholders, including NHS providers, clinical colleagues, contracting teams, advocacy organisations, Healthwatch and the Parliamentary and Health Service Ombudsman where required.

Qualifications
Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.

Experience
Further training or significant experience in project management, financial management or supporting change management processes.
Experience of managing complaints and patient experiences in a healthcare environment.
Familiarity with the NHS complaints and patient experiences regulations.
Experience and understanding of evaluating and measuring the performance of health services.
Experience in communications and stakeholder management.
Workforce development knowledge and experience.
Previous experience in a similar role in the public sector.
Previous experience in project management and planning.

Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£39,959 to £48,117 a year pro rata per annum.