Job summary Open only to applicants from Hampshire & Isle of Wight NHS system, which is limited to NHS Hampshire and Isle of Wight, Southern Health Foundation Trust, Portsmouth Hospitals University NHS Trust, Isle of Wight NHS Trust, University Hospital Southampton Foundation Trust, Solent NHS Trust, South Central Ambulance Service or Hampshire Hospitals Foundation Trust.
We are offering an opportunity to join the NHS HIOW Patient Experience and Complaints Team, as part of an expansion of our services we are looking for enthusiastic, committed people to join the team.
The post is an excellent opportunity for administrative or clinical staff to facilitate a high quality, responsive, patient centred enquiry and complaints function, for people living across Hampshire and the Isle of Wight.
The post will appeal to those who want to work in partnership with the public and a broad range of professionals, in resolving enquiries and complaints and improving local healthcare.
You will be a first point of contact for the public, and so will require excellent written and oral communication and listening skills, attention to detail and an enquiring nature.
Using initiative and experience, you will provide support and guidance, by phone and email, responding to and resolving issues empathetically, accurately and professionally.
Main duties of the job To work as part of a team delivering an effective, compassionate, person-centred, high quality service to the public, complainants and others.
To promote good customer care and prompt and meaningful resolution of enquiries and complaints.
To provide an effective and efficient complaints management service that meets all statutory, regulatory requirements and local performance standards.
To be responsible for managing a caseload of enquiries and complaints,from the point of receipt to resolution, promoting a positive experience for the enquirer or complainant.
To support continuous quality improvement through learning from complaints and other patient feedback.
The post holder will be well supported and supervised, working office-based with the team, a minimum of 2 days per week.
About us NHS Hampshire and Isle of Wight Integrated Care Board (NHS HIOW) is a statutory body responsible for planning and allocating health and care resources to improve the lives of people for our population.
Working with our partners including Councils, NHS provider Trusts, GPs and voluntary and community organisations.
We plan and allocate NHS resource to deliver a wide range of services including urgent and emergency care, mental health, primary care, elective hospital services and community care.
Working for us, you can help ensure that our residents and patients have access to the right services when they need them and assist them take greater care of their own health , improving experience and outcomes in population health and healthcare.
We're proud of our staff and the contribution they make and are committed to developing their knowledge and skills in a supportive, inclusive, and values-led organisation.
Job description Job responsibilities Please find attached the detailed job description for further information on the duties and responsibilities of the role, and please contact us if you have any questions Person Specification Application form Essential Educated to degree level in a relevant subject or equivalent level of qualification Experience of working at a similar level in a comparable public facing role Experience of managing challenging and sensitive enquiries on the phone Hybrid working with a minimum of two days per week office based Desirable Previous NHS or Local Authority Complaints experience Application form and interview Essential Excellent understanding of good customer care, positive patient experience and the requirements of the NHS complaint regulations.
Ability to communicate complex information in plain English, offering empathy, clarity and managing expectations Demonstrates high level of attention to detail and problem solving skills.
Experience of effectively planing, organising and prioritising own workload and meeting agree timescales.
Experience and accuracy of data entry, with a good working knowledge of Microsoft and use of Datix or similar software.
Able to work on own initiative, understands personal accountability and the requirement to re-prioritise workload several times a day