JOB DETAIL

This is an exciting opportunity to become involved in ensuring that our patients receive the best quality and most appropriate level of care we can provide and that they have the best patient experience by becoming a Complaints Officer.

You would be part of a fast paced, supportive team ensuring correspondence is processed in line with national NHS Complaints Procedure and the local Trust Complaints Policy.

You will provide administrative support to senior managers and complainants.

You will deal with correspondence received by the Complaints Team, ensure records are updated on Datix, assist with arranging local resolution meetings and provide general administrative support.

You will liaise with complainants and/or relatives/advocates regarding their complaint to agree resolution method and timescales etc.

You will also liaise with internal stakeholders eg. the Executive Team and their PA’s, Senior Divisional staff, Divisional Co-ordinators and Lead Investigators, and external stakeholders eg. CCG, NHS England, GP surgeries etc.

This is an opportune time to join the Complaints Team as we work towards
implementing the recommendations following the Parliamentary Health Service Ombudsman’s Framework Review (PHSO) during 2022.

The successful applicant will be, primarily, based at the Royal Derby, however, some cross site working may be necessary from time to time.

The hours of work will need to be agreed between 8.30 – 4.30 pm Monday – Friday

Provide administrative support to lead investigators and provide advice and guidance on complaint handling.
Proof read complaint response letters, ensuring they are written in easy-tounderstand language, with correct grammar, spelling and in the agreed format.
Pro-actively answer queries regarding complaints and the process.
Use DATIX to monitor timescales against key performance indicators,
escalating where appropriate – full training will be provided.
Liaise with lead investigators, divisional directors and executive director’s
offices to facilitate meeting response timescales.
Understand the need for confidentiality, known its limits in relation to
safeguarding and work within child protection protocol at all times.

Closing date of applications: 4 December 2022

Interview date: 16 December 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.

In return we will offer:

  • 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
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.




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