Clinical Complaints Case Manager

Job overview

Are you seeking a change of role where you can have a positive impact upon the patient experience and where no two days are the same? If so, then this may be the role for you. The Patient Services team provides an accessible and responsive complaints service, ensuring that all complaints are fully investigated, and used to improve the care we deliver. In this challenging post, you will join a team that aims to resolve complaints, and uses the feedback obtained to influence and improve the patient experience. Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives and staff to ensure that complaints are investigated and improvement is embedded.

The postholder will be responsible for managing a caseload of formal complaints, in line with national and local policy, ensuring that all elements are fully investigated and responded to.

Main duties of the job

• Responsible for the management of a caseload of formal complaints in line with national and local policy
• To analyse all complaints on receipt identifying key issues for investigation
• Undertake investigations of all formal complaints, some of which are highly complex, ensuring that the investigation is fair, thorough and proportionate to the complexity of the complaint
• Monitor the progress of complaint investigations within the caseload ensuring that all deadlines are met. To identify problems at an early stage and ensure that complainants are informed of the progress at each stage of the process
• Draft letters in response to formal complaints of mixed complexity, on behalf of the Chief Executive, interpreting information obtained during the investigation process, and pulling infomration from clinical records. Ensure the accuracy of information, that all issues raised by the complainant are addressed in full and that information is written in a language that the reader can understand. Communicate sensitive or contentious information with tact, diplomacy and understanding

Detailed job description and main responsibilities

For full duties and responsibilities of this role, please refer to the attached document entitled Job Pack.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.