Gesh Complaints Officer

Complaints case support Ensure that complaints are acknowledged in writing within 3 working day. To support, respect and actively listen to individual patients and carers, to resolve problems and concerns, by being an accessible and visible presence within the Trust. Work with General Managers, Clinicians and Matrons and others to facilitate speedy resolutions and solutions that will improve the patient experience. Proof-read and quality check the final draft response letters from the divisions before forwarding onto the gesh Complaints and PALS Caseload Manager for quality review. Contribute to the preparation of activity and performance reports Quality Improvement Build effective relationships with the governance, risk and patient safety team, clinical audit, legal services, and the transformation team, to coordinate the continued improvement in patient experience Assist in ensuring patients and the public have access to high quality information and advice from the Trust via a variety of channels Support clinical and management teams to ensure each Site is inclusive of all patients, including patients with protected characteristics and able to meet the Accessible Information Standard for key groups Collaborate with clinical and non-clinical colleagues proactively building a culture of continually improving services Provide support on related topics to meet the needs of departments as requested Support the feedback from staff on the services provided by their departments, identifying and promoting examples of good practice relating to the handling of patient and carer concerns and complaints Support the achievement of the departments annual work plan and objectives. Service Development Support consistent improvement in Complaints performance and compliance Support the delivery of policies, procedures, guidance, and standard operating procedures for the management of complaints, concerns, compliments, and enquiries across the Trust ***Please note that this advert may close early if a large volume of applications are received***