Complaints and Patient Experience Facilitator

An exciting opportunity has arisen atSt George’s University Hospitals NHS Foundation Trustto join Children's, Women's, Diagnostics, Therapies, Outpatients,Critical Care, Pharmacy, CWDT governance team.

The post holder will work closely with the divisional governance team and in conjunction with the corporate Complaints department. providing the division support in the management of patient experience journey, PALS and complaints. The successful candidate will have a proven track record in managing a complaints, preferably in an acute NHS setting, highly developed written and verbal communication skills, and a patient-centred approach to managing complaints, ensuring patients and carers are at the forefront of the service.

• Managing a complaints caseload.
• Liaising and developing excellent working relationships with managers and clinicians throughout the Trust to ensure a proactive approach to complaint handling.
• Liaison with complainants to provide information and reassurance about the complaint process, to clarify their concerns and expectations, and to ensure they are kept up to date throughout the process.
• Ensuring that all complaints are registered accurately and that contemporaneous records are kept throughout the investigation to facilitate early identification of potential delays in the process.
• Producing high quality written responses to complainants, that are tailored to them and fully address their complaint.
• Liaising closely with and providing support to other members of the Complaints team and maintaining excellent channels of communication with the Trust’s PALS team, to ensure that those seeking assistance are provided with the right service, seamlessly and in a timely fashion.
• Liaising with relevant external stakeholders, such as the NHS England, the Parliamentary and Health Service Ombudsman, Independent Complaints Advocacy Services, local Healthwatch organisations, Members of Parliament, etc, to facilitate the effective handling of complaints.

St George's University Hospitals NHS Foundation Trust is one of the country's principal teaching hospitals and our main site is shared with St George's, University of London, which trains medical students and carries out advanced medical research. We have over 9,000 dedicated staff serving a population of 1.3 million across south-west London.

We deliver a large number of services, such as cardiothoracic medicine and surgery, neurosciences and renal transplantation. We also cover significant populations from Surrey and Sussex, totalling around 3.5 million people. As well as acute hospital services, we provide a wide variety of specialist care and a range of community services to patients.

*****Please see the attached supporting document which contains more information about the role*****