Job Vacancy Details

Title

Temporary Complaints & Quality Officer

Categories Full-Time, Temporary
Date Posted
April 24, 2019
Ref No
TAT1055
Salary – £
10.47 per hour
Location of Job
Leeds LS7
Job Details

Temporary Complaints & Quality Officer 

Our client is currently looking for an experienced Temporary Complaints and Quality Officer to assist the Complaints and Quality Manager in ensuring that complaints management and incident reporting processes are efficient and effective.

Main responsibilities:

  • Support the complaints manager in ensuring investigation techniques are timely and rigorous in identifying root causes and learning centred
  • Receiving and managing all documentation relating to complaints
  • Managing minor to moderate complaints
  • Collate and review investigation pro-formas and compose responses to operational complaints within agreed timeframes
  • Co-ordinating correspondence to the complainant and ensuring quality and consistency in all correspondence
  • Assist in Producing complaint and incident reports and assist in the analysis for trends or recurrent themes providing recommendations and actions where appropriate
  • Liaise with PALS, Advocay, Professional bodies, NHS England, NHS111, Ombudsman and provide information when required
  • Ensure appropriate consent is received before sharing any information regarding complaints and or incidents
  • Storing and ensuring restricted access to all complaint’s documentation
  • Work closely with and support our clients HR Department where a complaint/incident involves an employee
  • Assisting the Complaints and Quality Manager in the investigation of all Serious Untoward Incidents
  • Maintain and update own knowledge of developments in Data Protection Issues, Information Management and Records Management Systems
  • Be a resource to other employees by providing advice on the Data Protection Act and related Issues
  • Support for the Director of Clinical Governance, Assistant Director of Quality and Pathways Development, Complaints and Quality Manager as required
  • Undertake scheduled and ad hoc IG audits when required
  • Support the data Protection officer by providing admin support
  • Assist in the preparation and submission of the annual Data Protection and security toolkit
  • Providing feedback on Significant Events to relevant parties
  • Logging and recording Complaints and Significant events in the Charter and DATIX databases
  • Collating complaints data, ensuring that all complaints are collated in a manner that allows analysis to identify patterns and trends
  • Dealing with requests for access to medical records, Logging on the Charter Database, obtaining correct consent, billing, and providing the correct records to the requesters
  • Filing and general administration duties

Person Specification:

The post holder will be required to work within the highest levels of confidentiality and discretion in this post. The following requirements are considered an essential feature of all administrative vacancies for our client:

  • Prompt time-keeping and attendance
  • Working for extended periods of time using VDU and computer
  • Requirement to work flexibly within agreed working hours at the discretion of the management team and occasionally working outside contracted hours to meet business needs
  • Required to concentrate for long periods
  • Ability to plan and prioritise workload which can be unpredictable
  • Ability to work on own initiativeYou will have proven experience of working within a similar role, working effectively as part of a team and have excellent written and verbal communication skills, able to deal confidently with managers and staff at all levels. You will also have good organisational and prioritisation skills, a professional and a confidential approach to responsibilities. You will be working for extended periods of time using a PC and computer, so concentration is a must. To plan and prioritise workload can be unpredictable so the ability to problem solve is essential.
  • Hours of work are Monday – Friday 8:00am – 4:00pm – 37 hours

If you have the skills and experience to bring to this role, please send your CV as soon as possible to kimbarnes@theagency.org.uk 

GDPR Disclaimer: Please appreciate that whilst we review all CV’s and applications, due to the high volume that we receive on a regular basis, we only respond to candidates that have been successful with their application. As such, if you do not hear from us within 14 working days, please accept that your application has been unsuccessful. Additionally. please note that sending a CV does not constitute a registration with THE Agency (Recruitment) Limited. In line with GDPR we will permanently delete information for all unsuccessful applications and we will not keep candidate information on file for future vacancies at this stage of our process.

How to Apply

You can apply by emailing us: talent@theagency.org.uk.

To apply for this vacancy, please include the vacancy title: Temporary Complaints & Quality Officer and Reference Number: TAT1055 in the email subject line.

When you forward your details, please make sure that you clearly outline how you meet the criteria for required skills and experience.

Don’t forget to attach the most recent copy of your CV as a Microsoft Word™ or as an RTF (Rich Text Format) document. Please do not send a PDF or Microsoft Publisher™ documents, as these may be rejected.

Candidates must be available to attend our offices in Cleckheaton for registration. You may need to be available for interview with our client at short notice. Please check the vacancy information carefully for further information on this. If you are unsure, please do not hesitate to ask.

Please note: We review all CVs and applications that are sent to us, however due to the large volume that we receive on a regular basis, please be aware that we only respond to those candidates that have been successful with their application. As such, if you do not hear from us within 14 working days, your application has been unsuccessful.

GDPR Disclaimer: Please note that sending a CV does not constitute a registration with THE Agency (Recruitment) Limited. In line with GDPR we will permanently delete information for all unsuccessful applications and we will not keep candidate information on file for future vacancies at this stage of our process.

 

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