Taskmaster Recruitment are looking for a Patient Advice and Complaints Manager to work for our client based in Bradford. There is possibility for hybrid working arrangement or home working after initial training period. This is temporary position to cover long term sick
The role of the Patient Advice and Complaints (PAC) Manager will be directly accountable for all aspects of implementation, monitoring, quality assurance and development of the Trust’s Complaints Policy, ensuring that:
* All complaints are managed in line with the requirements set down nationally through the Local Authority Social Services and NHS Complaints (England) Regulations 2009 and demonstrate a high degree of compassion in how they are responded to
* All complaints are handled in accordance with the Parliamentary and Health Service Ombudsman NHS Complaint Standards, and Trust Values
* Managers and staff across the trust are engaged and supported, to ensure a seamless process for the management of complaints and a systematic process for learning and service improvement as a result of the complaint
* All complaints are managed in the most appropriate way, and opportunities are identified to resolve issues to the satisfaction of the complainant/patient at the earliest opportunity
* Appropriate governance processes are followed to ensure robust and high-quality responses are provided to complainants
* The PAC team builds strong relationships with people who use our services, their families and carers, thus gaining a better understanding and insight into issues and complaints raised The post holder will serve as a subject matter expert for complaint handling for the Trust, maintaining an active understanding of current thinking regarding complaint handling both local and national
Essential skills
* Excellent and effective communication, negotiation and influencing skills (written and verbal)
* Able to maintain high standards of diplomacy, confidentiality and support for staff and patients in the context of dealing with sensitive subject matter
* Sound data analysis skills, and ability to analyse, triangulate and interpret information of varying complexity and present it in a professional and comprehensive manner
* Ability to quality assure reports and outputs to meet required local and national standards, including providing coaching support to authors to support them in achieving and maintaining relevant standards
* Able to provide reasoned advice and support
* Ability to develop and maintain effective working relationships across the trust and externally, working positively with staff and the public, and an ability to work with different cultures, expectations and priorities
* Ability to develop, maintain and monitor information systems to support improvement initiatives
* Credibility and enthusiasm for learning for improvement
* Ability to evaluate evidence and make reasoned, independent decisions
* Personal drive and tenacity to motivate, empower and support individuals and teams to achieve
* Sound IT skills in MS Word, PowerPoint, Teams and Excel skills including being able to manipulate data and incorporate formulas
* Self-directed and high level of own work organisation
* Ability to manage deadlines with a flexible approach to changing demands and needs
* Team and corporate player prepared to contribute to both own team and the department as a whole, and able to work independently
* Sound problem solving and planning skills
* Ability to work accurately with a high level of attention to detail
* Willing to undertake all the mandatory training and essential training as required to fulfil job role requirements
* Complaints handling / resolution training/qualification
Taskmaster Resources LTD is acting as an Employment Business in relation to this vacancy. (Temporary Vacancy)