Concerns & Complaints Officer

The post holder is accountable to the Associate Director of Quality and Governance but reports to the Concerns and Complaints Manager.

The post holder will respond to compliments, concerns and complaints relating to services offered by Lewisham and Greenwich NHS Trust. The post holder will ensure that all complex complaint cases are managed in a sensitive and timely manner through close working with clinical and non-clinical staff across the Trust.

Requirements

The post holder will ensure statutory and organisational requirements are met, that complaints are investigated thoroughly and with impartiality and that all complainants receive a full, high quality and timely response in accordance with the Department of Health’s key principles of complaints handling:

• Listening
  
  

About

The initial contact with someone who has concerns or wishes to complain about our services is key. It is important to:

• Make sure that you really understand the issues
• Find out what they want to happen as a result
• Obtain the right information to assess the seriousness of the complaint

Agree a plan and timescale at the outset

Maintain regular communication

Act quickly if you can

By doing this the complainant will feel valued, have more confidence in the Trust and we will be able to manage their expectations, so the outcome is more likely to be to the satisfaction of everyone involved.

• Responding
  
  

By Correctly Assessing The Seriousness Of The Complaint, Deciding On The Most Appropriate Response Then Becomes More Straightforward. The Trust Should

• Clearly gauge the impact of the complaint on all parties involved
• Establish a clear, appropriate plan of action, and provide the person making the complaint with relevant support and advice.
• Improving
  
  

Complaints provide a vital insight about people’s experiences and how these services can be improved. Complainants must be informed of service improvements that have been made as a result of their complaint and the Trust must learn from the complaints it receives.

Our People Are Our Greatest Asset. When We Feel Supported And Happy At Work, This Positivity Reaches Those Very People We Are Here For, The Patients. Engaged Employees Perform At Their Best And Our Equality, Diversity & Inclusion (EDI) Initiatives Contribute To Cultivate a Culture Of Engagement. We Have Four Staff Networks, a Corporate EDI Team And a Suite Of Programmes And Events Which Aim To Insert The 5 Aspirations

• Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development

Widening access (anchor institution) and employability

Improving the experience of staff with disability

Improving the EDI literacy and confidence of trust staff through training and development

Making equalities mainstream

For further details / informal visits contact: Name: Krishna McCue Job title: Complaints and Concerns Manager Email address: krishna.devi@nhs.net Telephone number: 07467689324