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- Tasks: Manage and develop complaints procedures for local services, ensuring compliance and quality.
- Company: Join West London NHS Trust, a diverse healthcare provider with a strong reputation in mental and physical health.
- Benefits: Enjoy a competitive salary, professional development opportunities, and a supportive work environment.
- Why this job: Make a real impact on patient experience while working in a dynamic and collaborative team.
- Qualifications: Relevant experience in patient experience processes and strong analytical skills are essential.
- Other info: This is a full-time, permanent role based at Trust HQ in Southall.
The predicted salary is between 44000 - 58000 £ per year.
3 days ago Be among the first 25 applicants
To manage and continuously develop the borough and/or service line Complaints Procedures as directed by the Head of Patient Experience and, in accordance with Trust requirements, act as the designated Complaints Manager for the designated boroughs/services supported.
To manage the performance of the Complaints processes within the agreed boroughs/services, including supporting the Quality & Safety Manager (s), Clinical Governance Lead(s) and Governance Administrator(s)f when required, in relation to informal complaints and the Datix feedback module
To support the nominated borough and/or clinical service lines to deliver and meet the West London NHS Trust Clinical Strategy; Quality Priorities; clinical governance strategy, related policies and statutory expectations.
Manage the handling of all informal concerns/feedback enquiries, and formal complaints received relating to the borough(s)/service(s) supported, in accordance with the Trusts Complaints Procedure to ensure compliance with local and national targets
Monitor the devolved complaints handling process within the borough(s)/service(s) and the local resolution of complaints and concerns, both through the service lines and those raised via PALS (or equivalent).
Manage the handling of informal and formal complaints received relating to the agreed borough(s) service line(s), in accordance with the Trusts Complaints Procedure and ensure compliance with national targets
Monitor the devolved complaints handling process within the borough and service lines and the local resolution of complaints and concerns, both through the service lines and those raised via PALS (or equivalent).
Take a pro-active part in investigating in-scope feedback or complaints, analysing letters of feedback/complaint and the main points of issues, undertaking investigations and reviews as appropriate, writing responses, assessing the adequacy of investigation and potential learning points.
Ensure that all complaint related policies and procedures applicable are robust and current and reflect local and national initiatives, legislation and healthcare priorities, and as directed by the Head of Patient Experience.
Support the Quality and Patient Safety Manager(s) to ensure that the quality of work relating to feedback/complaint responses and reviews is to a high standard and, where appropriate, learning is appropriately disseminated throughout the organisation.
West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.
Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m.
The Trust is rated as Good overall by the Care Quality Commission. Forensic services are rated as Outstanding.
The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative
The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
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Complaints Manager (Local Services) employer: TouchConsult
Contact Detail:
TouchConsult Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager (Local Services)
✨Tip Number 1
Familiarise yourself with the West London NHS Trust's Complaints Procedure. Understanding their specific processes and expectations will help you demonstrate your knowledge during interviews and discussions.
✨Tip Number 2
Network with current or former employees of the Trust, especially those in similar roles. They can provide valuable insights into the organisational culture and the challenges faced in complaints management.
✨Tip Number 3
Stay updated on current healthcare regulations and patient experience trends. This knowledge will not only enhance your understanding but also show your commitment to continuous professional development.
✨Tip Number 4
Prepare for potential interview scenarios by practising how you would handle complex complaints. Think about real-life examples where you successfully resolved issues, as this will showcase your problem-solving skills.
We think you need these skills to ace Complaints Manager (Local Services)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Complaints Manager position. Tailor your application to highlight how your experience aligns with these specific duties.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in managing complaints and patient feedback processes. Use specific examples that demonstrate your ability to handle complex issues and produce high-quality reports.
Showcase Your Skills: Make sure to mention your skills in analysis, report writing, and collaboration with clinical colleagues. Provide evidence of your ability to proofread and edit complex information for clarity, as this is crucial for the role.
Tailor Your Application: Customise your cover letter to reflect your understanding of the West London NHS Trust's values and goals. Mention how you can contribute to their mission of improving patient experience and meeting quality priorities.
How to prepare for a job interview at TouchConsult
✨Understand the Complaints Process
Familiarise yourself with the Trust's complaints procedures and relevant legislation. Be prepared to discuss how you would manage both informal and formal complaints, ensuring compliance with national targets.
✨Demonstrate Analytical Skills
Showcase your ability to analyse complex issues and data. Prepare examples of how you've previously handled feedback or complaints, focusing on your investigative approach and the outcomes achieved.
✨Highlight Collaborative Experience
Emphasise your experience working collaboratively across professional boundaries. Be ready to discuss specific instances where you've engaged with various stakeholders to resolve complaints or improve patient experience.
✨Prepare for Scenario-Based Questions
Anticipate scenario-based questions related to complaints management. Think about how you would handle difficult situations, ensuring you convey your problem-solving skills and commitment to patient care.