Band 6 Patient Relations Divisional Manager

Job summary

We are looking for a dynamic, enthusiastic person who is committed to improving the quality of services we deliver. As the Trust's Patient Relations Divisional Manager your role is to manage staff and resources with expert leadership in order to deliver an identifiable, high quality, accessible service which meets the needs of patients, families, carers and others.

The successful candidate will be a strong team player, well organised, with a proven ability to identify critical issues and priorities, and have a compassionate and empathetic manner. Direct experience of management of NHS complaints is essential. An understanding and experience of working in Patient Advice and Liaison Services will also be an advantage.

The Patient Relations Divisional Manager will have responsibility for implementation of the complaints process, following the Trust's policies and procedures on responding to concerns. This will include closely working with Divisions so the necessary clinical and operational inputs are received and actions undertaken in a timely way to ensure people have a positive experience and resolution of their concerns. The post-holder will ensure a seamless, integrated service is delivered, including reporting on Complaints and PALS data, information, learning and insights through Divisional meetings and groups.

Main duties, tasks & skills required

Working alongside the Patient Relations Management Team and the Trust's Divisions receiving patient complaints and collaborating with relevant staff to ensure they are investigated in accordance with national guidelines and Trust policies and procedures for local complaints resolution and learning.

*Oversee and supporting your assigned Division to produce high quality complaint investigation reports and draft responses, providing specialist advice and support.

*To facilitate local resolution meetings between Divisional staff, patients and their relatives.

*Manage a caseload and co-ordinate responses to Division complaints, complex concerns, enquiries and requests. Frequent communication and liaison with patients, families, members of the public, colleagues and external stakeholders.

*To support the effective implementation of the Trust's Patient Relations Policy, Procedure and Processes, ensuring compliance is monitored operationally and reported on. Where gaps in compliance are identified, to take appropriate action and develop mitigations.

*To be responsible for staff within your immediate line management, providing effective management support and training to ensure staff have the necessary skills, knowledge and expertise to undertake their duties within the Patient Relations Team.

*To have a focus on continuous quality improvement, including project management, engagement activities, developing resources and piloting new ways of working

About us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

Job description

*Please Note : For a detailed job description for this vacancy, please see attached Job Description* 

Person specification

Qualifications

Essential

* Educated to Degree level or substantial experience at a comparable level

* To have an in depth understanding of the complaints regulations and the Trust's Patient Relations policy and procedures in order to provide appropriate advice to their team and divisional colleagues.

Desirable

* Evidence of continuing professional development in specialist area.

Experience

Essential

* Experience of working with patients and families in a customer services role, including handling complex issues and behaviours.

* Experience of developing and implementing systems/procedures.

* Experience of collating, analysing and reporting complex data.

* Experience of influencing and negotiating with staff of all grades/professional groups.

* Experience of working with a wide range of stakeholders.

* Experience of building effective contacts and networks.

* Specialist knowledge of PALS and complaints practice, policies and compliance requirements.

* Understanding of the issues and policies around inclusion.

* Knowledge relating to GDPR, duty of confidentiality and consent.

Desirable

* Management experience in a health and social care.

* Experience of managing a complaints team.

* Experience of managing and motivating staff.

* Experience of leading/delivering change.

* Experience of using and developing Datix

Additional Criteria

Essential

* Excellent interpersonal and customer service skills.

* Ability to schedule and prioritise work and manage teams.

* Ability to effectively comprehend, identify and respond to issues.

* Ability to manage and resolve complex, sensitive or contentious issues.

* Ability to manage conflict and diffuse difficult situations.

* Ability to negotiate with and influence others.

* Ability to mediate.

* Evidence of decision making skills.

* Ability to generate new ideas and creative solutions to problems.

* Ability to analyse data and write operational reports.

* Ability to write a professional letter.

* Excellent organisational skills.

* Excellent written and verbal communication.

* Ability to research and keep up to date with current practice and guidelines.

* Proficient in the use of MS Office applications.

* Able to work without supervision in a challenging and busy environment while meeting tight deadlines.

* Able to think clearly under pressure, analyse complex situations, reach decisions and take appropriate actions.

* Ability to work with and engage staff at all levels.

* Empathetic, caring attitude towards patients and their carers, relatives and representatives.

* Proactive and innovative approach.

* Encouraging and supportive approach to staff management.

* Self motivated.

* Able to work and travel across all UHB sites as required by the role.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

For help with your application, contact: 

Lana-Lee Jackson 

lana-lee.jackson@uhb.nhs.uk 

07342003788