Description
Homerton Healthcare are excited to offer a new opportunity to clinical staff who are looking to move into corporate roles. We have two new clinical complaints officers and are thrilled to welcome new members of staff into the team. As part of our patient experience team not only will you be managing complaints for the clinical divisions but you will also have a focus on what we are learning from our complaints and how that learning can be translated into action to improve the patient's experience.
Your focus will also be ensuring that as a team and as a division, we are engaging with our patients meaningfully and involving them in our developments and improvements. If you are a registered health care professional and are looking for a change then this job might be for you.
The Clinical Complaints Officer will take the lead in investigating and reviewing complaints on behalf of the Trust, supporting patients, families, and staff through the process of a complaint. The post holder will conduct thorough investigations into patient complaints ensuring Being Open principles are applied. When engaging with those affected, the purpose is to provide explanation and support through the process. This role will include dealing with and providing support to individuals who are likely upset, angry and possibly deeply distressed.
The applicant must have a clinical background and must be a registered professional either with the NMC or the HCPC.
Main duties of the job
- Under the direction of the Patient Experience Lead, the Clinical Complaints Officer is responsible for working with the Patient Experience team, Divisional Teams and services to lead high-quality investigations into patient complaints across the organisation.
- Work with the patient experience lead to ensure we respond to complaints well and on time
- To improve the trust complaint response time
- To improve service user involvement within the trust to better our services and to gather meaningful input into service delivery etc.
- To be the main point of contact for patients, families, and staff involved in a complaint.
- To establish communications with those affected to guide and support them through the complaint process - for patients and staff.
- Ensure Trust wide standards are maintained and monitored to improve the quality of care to all that come into contact with services provided by Homerton Healthcare NHS Foundation Trust.
- Actively input and participate in the Improving Patient Experience Committee (IPEC) to demonstrate how the learning gleaned from the complaints translates into action and improvements.
About us
Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, The City and beyond. We are extremely proud of the fact that Homerton Hospital has recently attained the highest possible rating of "Outstanding" from the Care Quality Commission (CQC).
Benefits
The Trust offers a range of benefits, including a well-regarded and valued nursing community, and all staff are able to take advantage of a great range of benefits.