Main duties of the job

As an officer working at corporate level across the organisation the post holder(s) will play a key role in supporting the Complaint Manager(s) and administering the organisations arrangements for investigating and responding to complaints, claims and incidents, to be known collectively as concerns, in line with the requirements set out by the Welsh Government (WG). The post holder will provide detailed analysis of trends within concerns and plan for future capacity requirements in investigating and improving identified areas within the organisation.

The post holder will be responsible on a daily basis to autonomously manage and co-ordinate the concerns received by the organisation. Ensuring that investigations are instigated in an 
appropriate manner and that the concern in managed from inception to completion by utilising 8 templates and processes developed and to ensure that responses are received within agreed timescales and are quality assured prior to distribution. 

The post holder will support the Operational Complaint Lead – Service User Experience Team and Complaint Manager in the implementation of a long term, standard, consistent approach to NHS Redress ensuring that all concerns are investigated using the same tools and methodology/techniques to aid resolution.

The post holder will maintain systems (databases /spreadsheets / business plans etc) ensuring that all information is captured allowing detailed statistical and analysis report to be produced.

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and Proud to Lead competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the Disability Confident Employer scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Detailed job description and main responsibilities

Support the Complaints Manager in applying the policies and processes to ensure that the Health Board meets the requirements of the Putting Things Right Project including the arrangements and procedures governing the management, investigation, seeking remedies, provision of redress and the learning from concerns which are patient centred and dealt with in an open and transparent way. This will involve developing partnerships 
with organisations within the Health Board and externally to support shared learning and providing CPGs with evidence based innovative ideas and potential solutions to changes.

Undertake and evaluate reviews of intricate/sensitive cases certifying the quality and timeliness of investigations ensuring that remedial action necessary to prevent a recurrence is identified and escalated to the Senior Investigation Manager.

Work with Services and Corporate Function management teams and staff to develop their ownership, commitment and skills in these areas, thus enabling the exploration, analysis and resolution of issues to be effectively and increasingly assumed by them, in support of their devolved responsibilities. 

Person specification

Qualifactions

Essential criteria

  • Educated to Degree Level or demonstrable equivalent experience
  • Knowledge in the Concerns function (claims/investigations or complaints)
  • Desirable criteria

  • Evidence of commitment to on-going continual professional development
  • Management qualification
  • Experience

    Essential criteria

  • Experience of working and engaging with staff at all levels in a high volume transactional environment
  • Demonstrable evidence of successful multi-disciplinary team working
  • Experience in dealing with patients and the public
  • Desirable criteria

  • Experience of working in a Clinical Governance environment
  • Demonstrable evidence of effective management of internal / external investigation of concerns
  • To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa , unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK . If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.

    Employer certification / accreditation badges

    Applicant requirements

    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.

    Welsh language skills are desirable

    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.

    Welsh language skills are desirable