Governance & Complaints Manager
- Employer
- Finegreen
- Location
- South East England
- Salary
- Competitive
- Closing date
- 6 Sep 2019
View more
- Sector
- Acute Trust
- Job Type
- Contract
- Category
- Estates & Facilities, Manager, Governance & Risk Management
Job Details
To oversee the complaints process and checking of investigations. The post holder must have excellent letter writing skills and be able to communicate effectively.
Main Responsibilities:
- Respond to complainants in a way that is compassionate and empathic, sensitive to their needs, and fully addresses their concerns;
- Effectively ensure timely and comprehensive investigations of complaints and incidents relating to central allocation of care are completed;
- Respond to complainants in a way that is compassionate and empathic, sensitive to their needs, and fully addresses their concerns;
- Ensure that patient, carer and family concerns and complaints are handled sensitively and effectively throughout caring services;
- Manage and respond to contentious/complex complaints including any complaints which are referred to the ombudsmen/regulators;
- Work with senior management, clinicians, and others to facilitate speedy resolutions and solutions that will improve the experience of patients;
- Provide help and support to investigating managers and review/ draft complaints responses as required;
- Provide assurance to patients, carers and relatives that patient and carer feedback and complaints will be investigated sensitively, confidentially, and fairly;
- Identify potential/actual risks associated with complaints and liaise with appropriate personnel both within and outside the organisation.
- Ability to respond to complainants and staff in a sensitive and understanding manner that demonstrates empathy;
- Significant knowledge of methods, systems and processes for obtaining service user feedback and complaints;
- Ability to work with complex and difficult to resolve situations, and work with a variety of interpersonal styles;
- Excellent letter writing and the ability to formulate responses/correspondence on a wide range of complex issues;
- Proven ability in proactively solving complex problems.
Company
Put simply, we help our clients to recruit the best possible people to lead, manage and direct their organisations. Since launching in 2005 we have become an award winning, market-leading consultancy focusing on both public and private sector Healthcare recruitment.
Leadership skills have rarely been at such a premium - as organisations across both public and private sectors attempt to improve services and standards at a time of widespread change and unprecedented financial constraints.
Like other leading executive recruiters, Finegreen has developed a pool of talent built up over many years, along with established networks, to ensure that right-match candidates get to hear about relevant positions. Where Finegreen differs from many others, is in its willingness to spend quality time with clients - to gain an in-depth knowledge of roles being filled and their importance to an organisation.
Over the last 17 years in the Healthcare market, Finegreen has developed into a Virgin Fast Track top 100 company - and was voted Recruiter of the Year at the Health Investor Awards, Top small to medium sized business at the Best Business Awards, and featured in Recruiter’s Top 10 Public Sector Recruitment providers.
- Website
- http://www.finegreen.co.uk/
- Telephone
- 0345 130 4006
- Location
-
Finegreen
Manchester
Lancashire
M12 6JH
United Kingdom
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