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As the Complaints Manager, the post holder will work as part of a dynamic team in delivering an effective service supporting staff to manage complaints.
The post holder will ensure that their work stream is planned and managed effectively and take the lead in assuring their successful delivery:
The Complaints Manager is responsible for ensuring that the East Midlands Primary Care Complaints Team provides a quality service to complainants, ensuring they have a positive experience of making a complaint and that every effort is made to resolve complaints satisfactorily.
The Complaints Manager is responsible for the quality, accuracy and appropriateness of all responses prepared for the East Midlands ICB by the East Midlands Primary Care Complaints Team.
The Complaints Manager will ensure that providers respond to complaints fully, in a timely manner in keeping with NHS KPIs and that appropriate action and learning is taking place when service issues arise.
The Complaints Manager is responsible for identifying and acting upon themes and trends arising from complaints and contributing to the culture of learning from complaints.
The Complaints Manager should aspire to deliver NHS England's Quality Framework for Complaints Handling.
The Complaints Manager oversees every element of the complaints function within the East Midlands Primary Care Complaints Team specifically managing the Complaints Officers - using pre-determined CRM tools to facilitate prompt and regular case and performance management.
The Complaints Manager should personally oversee any complaints which progress to the Parliamentary and Health Service Ombudsman and work with the Complaints Officer responsible for the complaint until completion of the PHSO investigation.
NHS Nottingham and Nottinghamshire Integrated Care Board (ICB) is a strategic component of the Integrated Care System (ICS) across Nottingham and Nottinghamshire. We were formed with the intention to improve population health and collaborate with local partners (NHS, Local Authority and Third Sector) to deliver high quality health and social care provision to our local population.
We have accountability for the system delivery of the ICS' priorities such as improving outcomes in population health and healthcare, tackling inequalities in outcomes, experience, and access, enhancing productivity and value for money, and helping the NHS support broader social and economic development.
We seek to improve the patient experience and are committed at looking at innovative ways we can improve care and offer access and choice to our patients. Patients are at the heart of everything we do and it's important that they are involved not just in decisions about their individual care, but also in the decisions that shape the health services delivered locally. In conjunction, with patient experience and the growing demands of our population; we are facing significant financial challenge. We are required to reduce expenditure to sustainable levels (ICS 5-year strategic plan).
The ambitions are great, but so are the opportunities to be part of our new and evolving organisation, to make positive impactful change to the health and social care agenda across Nottingham and Nottinghamshire.