Patient Relations Senior Case Officer

This is an exciting opportunity to join the Patient Relations Team as a senior case officer 30 hours per week.
The post holder will co-ordinate and manage the investigation
process and final response to individual complaints and provide
support and advice to staff., + Day to day contact with Trust staff at all levels in order to oversee the effective coordination and resolution of concerns, complaints or requests for information.
+ Ensure the effective coordination of the investigation of complaints and draft responses to complaints.
+ There will be a high level of contact with patients , users of the Trust and complainants, both on the telephone, in writing and face to face, in order to discuss their concerns, complaints and expectations of the complaints procedure.
+ To provide advice to complainants on the complaints procedure.
+ To provide advice to staff on the complaints procedure and support them through an investigation.
+ Work to the Trust's target of resolution of each complaint, meeting the expectations of the complainant, within agreed timescales.
+ There will be a range of external contacts which will include Independent Complaints Advocacy Service staff and MP's staff, for issues that have been referred to or from an external agency.
+ The post holder will be required to travel to all hospital sites to attend meetings and be available to support staff on each site.
+ The post holder must be able to plan, organise and prioritise not only their own workload but that of the other team members with regard to their case loads.
+ To supervise the work of and provide advice to the Patient Relations Case Officers.
+ To oversee the day to day supervision of Patient Advice and Liaison Service .

Working for our organisation
We operate from three main hospitals-Furness General Hospital (FGH) in Barrow, the Royal Lancaster Infirmary (RLI), and Westmorland General Hospital (WGH) in Kendal, as well as a number of community healthcare premises including Millom Hospital and GP Practice, Queen Victoria Hospital in Morecambe, and Ulverston Community Health Centre.
FGH and the RLI have a range of General Hospital services, with full Emergency Departments, Critical/Coronary Care units and various Consultant-led services.
WGH provides a range of General Hospital services, together with an Urgent Treatment Centre, that can help with a range of non-life threatening conditions such as broken bones and minor illnesses.
All three main hospitals provide a range of planned care including outpatients, diagnostics, therapies, day case and inpatient surgery. In addition, a range of local outreach services and diagnostics are provided from community facilities across Morecambe Bay.
Our Community Service for adults are provided in people's homes ,community centres, clinics, GP Practices, community hospitals. Our aim is to work with people to help them remain independent , improve their health and manage their conditions through high quality care , advice and support.

The Trust promotes flexible working opportunities where ever possible to enable staff to balance their work and home life. We are committed to Equal Opportunities and aim to be Effortlessly Inclusive .
The trust operates a No Smoking Policy.
Only those applicants who demonstrate clearly how they meet our Person Specification will be shortlisted for Interview.
We reserve the right to close a job advert early where sufficient applications have been received.
The Trust does not offer interview expenses to shortlisted candidates unless indicated in the advert
If the post is subject to Disclosure & Barring Service checking, (formally CRB) a charge of £49.50 for Enhanced and £21.50 for Standard clearance and additional to this a £4.90 administration fee will be made to the successful candidate(s). This currently only applies to roles Band 6 and above and Medical & Dental posts.
Anyone newly appointed to the trust under the Agenda For Change contract, will be subject to the completion of a satisfactory 6 month probationary period. This will give the new staff member an opportunity to become familiar with the role and working environment.
We have introduced a new system called Pre-Onboarding, specifically to support you right the way through to your first few months in your new role with us at UHMB. This bespoke site has lots of useful information to help you settle in to your new role including: what to expect from the recruitment clearances process, where to get a uniform, when you'll get paid etc. As well as information on a number of our services i.e. Infection Prevention, Anti-fraud, Inclusion and Diversity, Care Certificates and much more. To access click on this link https://www.uhmb.nhs.uk/uhmbt-pre-onboarding.