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University Hospitals of Derby and Burton NHS Foundation Trust logo
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Advice & Support Service Manager (Complaints)

Band 7

Main area
Complaints Service, Patient Experience
Grade
Band 7
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
320-TWS-0933
Site
Royal Derby Hospital
Town
Derby
Salary
£40,057 - £45,839 pa
Salary period
Yearly
Closing
04/07/2022 23:59
Interview date
18/07/2022

As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together.

Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.

With over 13,000 members of staff you can expect huge variety and new opportunities every day! Our staff go above and beyond and take pride in caring for our patients.

University Hospitals of Derby and Burton NHS Foundation Trust is fully committed to promoting inclusion, equality, diversity and human rights in employment and delivery of its services.  The Trust is committed to providing an environment where all employees, patients, carers and visitors experience equality of opportunity by means of understanding and appreciating the value of diversity.

As a Trust we promote an inclusive environment and welcome applications from a diverse pool of talent and backgrounds.  All individuals are valued and given every opportunity to succeed based on merit.

The Trust actively encourages applications from members of our Black, Asian and Minority Ethnic communities. These groups are under-represented in our organisation, and it’s important to us that our workforce reflects the diversity of our communities as much as possible.

University Hospitals of Derby and Burton NHS Foundation Trust is fully committed to promoting inclusion, equality, diversity and human rights in employment and delivery of its services.  The Trust is committed to providing an environment where all employees, patients, carers and visitors experience equality of opportunity by means of understanding and appreciating the value of diversity.

Join us and help make a real difference to our Trust.

Here’s more about the role and what we’re looking for; 

Job overview

Do you have a passion for making a difference to others, have outstanding customer care skills and are you excellent at listening to people and problem solving? If you do we would love to hear from you.

You will lead on the delivery of a high-quality complaints management service within the Advice and Support Services, working in partnership with the Patient Advice and Liaison Team.

Reporting to the Lead Nurse Patient Experience you will supervise members of the complaints team and ensure compliance with the requirements of all national guidance and regulations. This is a pivotal leadership role within the Patient Experience senior management team.  As the lead for Complaints and Parliamentary and Health Service Ombudsman cases you will be expected to support Divisional teams to ensure that complaints and concerns are investigated to a high standard, that early resolution is achieved wherever possible, and that learning and improvements are identified.  You will also be responsible for ensuring all feedback received by the team is responded to in a timely way, working with divisional colleagues to resolve issues and support a positive patient experience.

UHDB is an early adopter of the new NHS Complaints Standards.  Work is well underway, using a LEAN thinking approach, to streamline our processes in line with the new standards.  If you have proven experience in change management/service improvement this is an exciting time to join our team.

Main duties of the job

The post holder will provide leadership and management to the Complaints team, and will have responsibility for managing Parliamentary and Health Service Ombudsman (PHSO) cases received by the Trust.

The post holder will ensure effective services within the Complaints Service, which is part of the wider Advice & Support Services and Patient Experience and Engagement functions . Supporting staff and patients, this post holder will be a champion for patient rights, with the ability to ensure that the voice of the people who use our services is truly a part of service transformation. The post holder will work closely with the senior team to ensure effective use of patient feedback that informs service improvement.

Closing date of applications: 4 July 2022

Interview date: 18 July 2022

Working for our organisation

As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together

Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.

In return we will offer:

  • A variety of flexible working options
  • Development opportunities, including both professional and leadership development
  • On-going support through every step of the way from recruitment to when you join our team and beyond.
  • A variety of other staff benefits including employee assistance programme, discounted gym membership, onsite fitness classes, car schemes

Key Facts about our Trust:

  • Our hospitals see more than 4,000 outpatients daily
  • We see more Trauma & Orthopaedic outpatients than any other Trust – over 3,300 per week
  • An average 860 patients are seen in A&E every day – 6th largest in the country
  • Our hospitals admit more than 220 emergency patients daily.
  • We carry out more planned surgical operations than any other Trust in England with almost 50,000 operations taking place in our 52 operating theatres
  • We are one of only 5 Trusts nationally with more than 50 operating theatres
  • We carry out more than 300 elective procedures each working day

 

Detailed job description and main responsibilities

Please see attached Job description and Person Specification. To apply please click APPLY FOR THIS JOB – this link will take you to the TRAC Recruitment Site. You will need to register if you do not already have an account.

Person specification

Education, Training and Qualifications CPD Requirements

Essential criteria
  • • Degree or equivalent experience
  • • Relevant qualification or track record of relevant experience in complaints management
  • • Training and experience in customer care

Knowledge

Essential criteria
  • • Knowledge of NHS complaints legislation, guidelines and standards, Data Protection legislation and the national patient experience agenda
  • • High level of knowledge of governance and NHS services and structures
  • • Previous management / leadership experience

Experience

Essential criteria
  • • Experience of handling complaints and associated investigations
  • • Experience of interpreting/implementing detailed national guidance or data
  • • Experience of people management to plan own workload and that of team to ensure effective use of time
  • • Proven experience of leading service improvement projects
  • • Experience of leading campaigns and events
  • • Experience of developing policies and strategies
  • • Experience of producing Board/Committee reports
  • • Experience of developing and delivering training
Desirable criteria
  • • Experience of working with other relevant national bodies (Statutory or voluntary) over a range of management Issues
  • • PRINCE 2 or equivalent service improvement/ project management qualifications

Skills and Ability

Essential criteria
  • • Able to prepare and present briefing papers and reports to senior committees, groups, Board level within tight deadlines
  • • Demonstrates understanding of safeguarding issues
  • • Ability to motivate self and others
  • • Able to manage and handle conflict in a constructive manner
Desirable criteria
  • • Recognised counselling qualification

Communications and interpersonal skills

Essential criteria
  • • Excellent interpersonal communication and listening skills
  • • Excellent written communication skills
  • • Effective communication skills to work with complex complaints to ensure effective resolution, where possible at local level

Values and Behaviours

Essential criteria
  • • Role model behaviour expected of others through demonstrating the Trust values of compassion, openness, and excellence
  • • Proactive and innovative

Employer certification / accreditation badges

Armed Forces CovenantNo smoking policyMindful employer.  Being positive about mental health.Disability confident employerArmed Forces Covenant (Silver Award)Step into health

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.

Documents to download

Apply online now

Further details / informal visits contact

Name
Kerry Than
Job title
Deputy General Manager, Patient Experience
Email address
kerry.than@nhs.net
Telephone number
07917 650816
Additional information

Jenny Sidle, Lead Nurse for Patient Experience

Email:  jenny.sidle@nhs.net

Tel: 07917650839

If you have problems applying, contact

Address
University Hospital of Derby and Burton NHS Foundation Trust
Training Centre
Rehab Block
Level 3
Derby
Derbyshire
DE22 3NE
Telephone
01332 786652 / 07385 367222