Cromwell Hospital
healthcare
ComplaintsManager
“Complaints Manager at Cromwell Hospital. Skills: Complaints management, Stakeholder engagement, Risk management. Design complaints management framework. Implement complaints management framework”
Industry & Context.
Root cause analysis
Fixed Term Contract (3-6 Months)
What They're Looking For.
Must Have
Significant experience of direct customer facing complaints in a healthcare setting, Stakeholder engagement experience across a wide range of internal and external stakeholders, Experience of risk management system use (E. G. RL DATIX or equivalent), Data analysis and reporting skills
Nice to Have
clinical or operational service management experience
What You'll Do.
Design complaints management framework
Implement complaints management framework
Monitor complaints management framework
Report on complaints management framework
Ensure compliance with national legislation
Ensure compliance with contractual requirements
Ensure compliance with best practices
Drive service improvements
Listen and respond to complaints
Take action to improve services
Develop policies and procedures
Maintain policies and procedures
Respond to complaints in a patient focussed manner
Respond to complaints in a carer focussed manner
Respond to complaints in a robust manner
Respond to complaints in a timely manner
Case manage individual complaints
Identify de-escalation strategies
Implement de-escalation strategies
Identify resolution strategies
Implement resolution strategies
Support department managers
Support department leaders
Investigate complaints
Undertake investigations
Document investigations
Lead organisation relationship with ISCAS
Manage organisation relationship with ISCAS
Lead relationship with patient advocacy groups
Manage relationship with patient advocacy groups
Develop training programmes
Implement training programmes
Monitor training programmes
How You'll Work.
Team & Collaboration
Collaborative methods for resolution; Stakeholder engagement across wide range; Support department managers and leaders; Work with clinical governance and risk
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