GESH Complaints Officer (SGH)

An exciting opportunity has arisen to join the gesh Complaints Team of one of the country's largest acute NHS teaching trusts. St George's University Hospitals NHS Foundation Trust has recently restructured its Complaints and PALS functions and is seeking to recruit a gesh Complaints Co-ordinator for St Georges Hospital,

• Triaging and registering complaints on the Datix database system
• Actively listening to and supporting complainants, providing advice and information about the Trust's formal complaints procedure, and providing emotional support where necessary
• Undertaking an initial assessment of complaints to understand the key issues and concerns
• Ensuring complaints are acknowledged in writing within three working days, and sending them out promptly to the correct care groups for investigation
• Liaising with general managers, clinicians and matrons to ensure that a thorough and comprehensive investigation is carried out that is proportionate the complaint, and that a subsequent action plan is developed to ensure service improvement
• Taking information from investigation reports, as delegated by the Complaints Caseworkers, and using it to produce draft complaints responses that are robust and transparent and tailored to the individual complainant
• Providing support to the Complaints Caseworkers.
  
  The majority of our 9,000 staff work at St George's Hospital, based in Tooting, south London.
We have 995 beds at St George's, with 871 for general and acute services, 67 for maternity and 57 for critical care, although the latter increased during 2020 as a result of the Covid-19 pandemic. Since the opening of the original St George's Hospital on Hyde Park Corner in 1733, we have built an international reputation for quality of care, education, research and medical advances. We share our hospital site in Tooting with St George's, University of London, and together we train future generations of the NHS workforce. St George's Hospital is one of four major trauma centres for London, and home to hyper acute stroke and heart attack centres. We operate one of London's four helipads, which means we treat some of the most unwell and severely injured patients from across the south of England.