Complaints and Clinical Governance Coordinator
Royal United Hospitals Bath NHS Foundation Trust
Date: 1 day ago
City: Bath, England
Contract type: Full time
Job Overview
My name is Mel and I am the Divisional Director of Nursing for Surgery. I am looking for an exceptional candidate to join the Trust as our Complaints and Clinical Governance Coordinator for Surgery.
This role is an excellent opportunity for a compassionate, enthusiastic, dedicated and highly motivated individual.
The successful applicant will play a leading role in the Division’s provision of a robust and responsive complaints service, which is in line with the latest legislation, national guidance and Trust policy.
You will take every opportunity to ensure the Trust learns from and improves the service provided to those who attend the Trust. You will be expected to maintain consistently high standards of complaints handling including timely and thorough responses to complaints and a robust lessons learnt framework. You will help prepare very complex, detailed letters of response on behalf of the Division ensuring that they are accurate, compassionate, patient-centred and fully respond to all of the concerns raised. You will also liaise directly with complainants agreeing the most appropriate way forward including facilitating meetings involving patients, relatives and staff, which you will also be required to attend.
I would welcome an informal discussion with you to talk through the job in more detail and answer any questions you may have. Please do reach out to my PA Paula who will organise this for us.
Main duties of the job
At the RUH we put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone’s contribution in supporting the exceptional, person-centred care we pride ourselves on.
We are proud to be in the top 20 best hospitals to work for in the country.
We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks – celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger.
A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential.
We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We’ve even got a pool!
We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we’re providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research.
Detailed Job Description And Main Responsibilities
Please see the attached job description and person specification for more information about the role.
Person specification
Knowledge & Experience
Essential criteria
Essential criteria
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
Name Paula Adley Job title Personal Assistant to the Surgical Leadership Team Email address [email protected] Telephone number 01225 824877
My name is Mel and I am the Divisional Director of Nursing for Surgery. I am looking for an exceptional candidate to join the Trust as our Complaints and Clinical Governance Coordinator for Surgery.
This role is an excellent opportunity for a compassionate, enthusiastic, dedicated and highly motivated individual.
The successful applicant will play a leading role in the Division’s provision of a robust and responsive complaints service, which is in line with the latest legislation, national guidance and Trust policy.
You will take every opportunity to ensure the Trust learns from and improves the service provided to those who attend the Trust. You will be expected to maintain consistently high standards of complaints handling including timely and thorough responses to complaints and a robust lessons learnt framework. You will help prepare very complex, detailed letters of response on behalf of the Division ensuring that they are accurate, compassionate, patient-centred and fully respond to all of the concerns raised. You will also liaise directly with complainants agreeing the most appropriate way forward including facilitating meetings involving patients, relatives and staff, which you will also be required to attend.
I would welcome an informal discussion with you to talk through the job in more detail and answer any questions you may have. Please do reach out to my PA Paula who will organise this for us.
Main duties of the job
- To support the Division to deliver high quality care by providing an identifiable and accessible service to assist patients, carers and members of the public when they wish to make a formal or informal complaint. This will involve working flexibly to enable the team to deliver a customer-focused service and provide complaints resolution.
- To ensure complaints are dealt with in an appropriate and timely fashion against national targets.
- To provide complaints training to staff as required.
- To coordinate and monitor processes in respect of clinical governance for the Surgical Division Clinical Governance Committee.
- To provide administrative support to Surgical Division Clinical Governance Committee including information and data as required.
- To assist and implement the development of systems and processes to improve aspects within clinical governance on behalf of the Division.
- To investigate lost property claims and initiate compensation if appropriate.
At the RUH we put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone’s contribution in supporting the exceptional, person-centred care we pride ourselves on.
We are proud to be in the top 20 best hospitals to work for in the country.
We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks – celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger.
A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential.
We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We’ve even got a pool!
We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we’re providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research.
Detailed Job Description And Main Responsibilities
Please see the attached job description and person specification for more information about the role.
Person specification
Knowledge & Experience
Essential criteria
- Significant administrative experience in customer care setting
- Previous experience in the NHS/Health care setting
- Experience of working to tight deadlines
Essential criteria
- Excellent communication skills to liaise effectively and sensitively at all levels with patients, relatives and staff inside and outside the Trust
- Ability to establish credibility to influence and negotiate with senior clinical staff and senior managers to enable changes
- Skilled in handling and conveying sensitive messages within a challenging environment
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
- Job Description & Person Spec - Complaints and Clinical Governance Coordinator (PDF, 766.0KB)
- Join the RUH (PDF, 1.1MB)
Name Paula Adley Job title Personal Assistant to the Surgical Leadership Team Email address [email protected] Telephone number 01225 824877
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