Complaints Caseworker

South West England
Band 6
22 Sep 2020
20 Oct 2020
Finegreen Consultant
Acute Trust
Job Type
A large Healthcare organisation is looking to appoint a 2x - Complaints Caseworkers on a full-time basis to work on site in the South West.

The roles will be working for 2+ months on an interim basis.

Main Responsibilities:

Key information/skills for site 1:
  • Picking up and managing a wide range of new complaints and enquiries coming into the Bristol team;
  • Contacting complainants/enquirers to discuss how they would like to take their complaint/enquiry forward – explaining the Trust’s processes and the options available;
  • Ensuring that full details of the complaint/enquiry are obtained, recorded on Datix, and sent to the Division to investigate via agreed channels;
  • Keeping and maintaining an efficient diary system (via Datix) to manage caseload and ensure that timescales are met;
  • Reviewing formal written response letters, with close attention to detail, ensuring that the response addresses all the concerns raised and is written in line with Trust standards, whilst carefully checking the spelling, grammar, and tone.
Key information/skills for site 2: 
  • Reviewing the quality and content of the submitted letter from the investigator.
  • Making any changes required to the letter prior to submission to divisional management for checking
  • Recording common themes for learning, propose a system of learning for improvement to responses
  • Supporting the Weston complaints co-ordinator to ensure completion of the responses within the 30-working day timescale
  • Ensure Weston division are meeting standards expected of UHBW responses
  • Ensure each response answers the complaint in full
A successful candidate will have:
  • Knowledge and experience within the NHS;
  • Experience within Governance Complaints;
  • Knowledge and experience of Datix;
  • Attention to detail;
  • Ability to problem solve;
  • Can meet challenging and conflicting deadlines.
If you are interested or know of anyone, do send a copy of your CV along with your availability. If you can make me aware which post would be most suitable, I would be happy to discuss the sites available.