Complaints Case Manager

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Job summary

Manage a caseload of complaints: to include analysis of issues raised, investigation, liaison with staff and complainants, analysis of information received in investigation reports, formulation of high quality detailed letters that reflect investigation reports obtained and which can be sent to the complainant and other relevant bodies under cover of a letter from Chief Executive, risk rating and categorization of issues raised to inform the data analysis and reporting process.

Independently manage a caseload of complex, sensitive complaints and concerns under minimal direction of senior complaints staff.

To be accountable for own actions, using own initiative to manage and co-ordinate day to day caseload, re-prioritising as necessary.

After initial triage by senior complaints staff, identify the appropriate staff to respond to the issues raised in the complaint.

Liaise with senior Trust staff (including Consultant medical staff, heads of department and Senior Clinical Nurses), and the complainant if required, in order to obtain appropriate and comprehensive investigation reports in a timely manner.

Review complaint files and assess if the information provided addresses all issues raised in the complaint; identify missing information and/or discrepancies and escalate issues of concern to senior complaints staff for consideration of further action, and pursue issues with appropriate staff.

Challenge colleagues at all levels of seniority when necessary

Main duties of the job

Formulate and write high quality, detailed letters of response for the PALS and Complaints Manager to approve that reflect the investigation reports - taking into account any political sensitivities, the Trust's legal standing and the confidentiality of staff and are of a standard which can be sent to the complainant and other organisations as necessary.

Ensure all complaints documentation, electronic files and the electronic database is accurately maintained.

Assess further contact received from complainants after first response, assess appropriate action and ascertain the most appropriate way to proceed, whether this is by means of a further response or Local Resolution meeting.

Assist senior complaints staff with, and independently conduct 'Local Resolution' meetings between complainants and Trust staff.

Meet with complainants/speak with complainants on the telephone to take verbal complaints and provide details of the complaints process.

Demonstrate sensitivity at all times given that the client group are often bereaved, grieving and emotionally upset.

Assist senior complaints staff with the preparation of cases for the Parliamentary and Health Service Ombudsman and any subsequent action required after a PHSO investigation.

Demonstrate knowledge of the Local Authority Social Services and NHS Complaints Regulations 2009. Work within the legislation at all times.

Demonstrate awareness of patient and staff confidentiality.

About us

Our Trust

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 11000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH's values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people's age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.

Job description

Job responsibilities

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

This vacancy will close at midnight on the 15th June 2023.

Interviews are due to be held on the 23rd June 2023.

Benefits to you

We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.

Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.

We welcome applications from the Armed Forces.

Job description
Job responsibilities

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

This vacancy will close at midnight on the 15th June 2023.

Interviews are due to be held on the 23rd June 2023.

Benefits to you

We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.

Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.

We welcome applications from the Armed Forces.

Person Specification

Qualifications

Essential

• Educated to degree level, or equivalent in terms of experience.
• Evidence of on-going professional development.

Desirable

• A level English language or literature.

Experience

Essential

• Working in a team.
• Complaints/customer care management experience in healthcare, or equivalent project management experience.

Desirable

• Experience of working in a healthcare setting with multi-professional healthcare team/s.
• Experience of working within the NHS.

Knowledge

Essential

• Understanding of complaint legislation and practical application of this.
• Knowledge of confidentiality and data protection.

Desirable

• Understanding of the organisation of the NHS.

Skills

Essential

• Excellent written communication skills.
• Ability to analyse complex information and synthesise written communications: demonstrable analytical and judgmental skills.
• Capable of working independently and also as an integral member of a team.
• Flexible and adaptable to changing situations due to workload and colleagues' needs.
• Effective time-management, including working to strict deadlines and ability to organise work around competing demands.
• Excellent interpersonal skills.
• Excellent use of Microsoft Office (Word, Outlook).
• Ability to prioritise and organise own work.
• Administration & recording keeping in an office environment.

Desirable

• Knowledge and understanding of medical terminology.

Additional Requirements

Essential

• Capable of developing liaisons with broad range of stakeholders (internal & external).
• Proactive and self-motivated with drive and enthusiasm.
• Persistent, resilient and able to withstand constructive criticism.
• Discreet and able to work confidentially.
• Integrity and diplomacy.
• Professional manner and attitude.
• Sensitive to the needs of grieving/emotional complainants.
• The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.

Person Specification
Qualifications

Essential

• Educated to degree level, or equivalent in terms of experience.
• Evidence of on-going professional development.

Desirable

• A level English language or literature.

Experience

Essential

• Working in a team.
• Complaints/customer care management experience in healthcare, or equivalent project management experience.

Desirable

• Experience of working in a healthcare setting with multi-professional healthcare team/s.
• Experience of working within the NHS.

Knowledge

Essential

• Understanding of complaint legislation and practical application of this.
• Knowledge of confidentiality and data protection.

Desirable

• Understanding of the organisation of the NHS.

Skills

Essential

• Excellent written communication skills.
• Ability to analyse complex information and synthesise written communications: demonstrable analytical and judgmental skills.
• Capable of working independently and also as an integral member of a team.
• Flexible and adaptable to changing situations due to workload and colleagues' needs.
• Effective time-management, including working to strict deadlines and ability to organise work around competing demands.
• Excellent interpersonal skills.
• Excellent use of Microsoft Office (Word, Outlook).
• Ability to prioritise and organise own work.
• Administration & recording keeping in an office environment.

Desirable

• Knowledge and understanding of medical terminology.

Additional Requirements

Essential

• Capable of developing liaisons with broad range of stakeholders (internal & external).
• Proactive and self-motivated with drive and enthusiasm.
• Persistent, resilient and able to withstand constructive criticism.
• Discreet and able to work confidentially.
• Integrity and diplomacy.
• Professional manner and attitude.
• Sensitive to the needs of grieving/emotional complainants.
• The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Additional information
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Employer details

Employer name

Cambridge University Hospital NHS Foundation Trust
Address

Addenbrooke's Hospital - Corporate

Hills Road

Cambridge

CB2 0QQ

Employer's website