Complaints Investigation Officer

We are seeking torecruit a part-time Complaints Investigation Officer (18.75 hours per week).

The ideal candidate will possess relevant experience and demonstrate the ability to collaborate effectively with a variety of people in order to conduct thorough investigations.

This position involves liaison with complainants, staff across the Trust, and members of the Patient Experience Team. The successful applicant will be expected to work efficiently and deliver high-quality, evidence-based responses for complex cases within set timelines to address areas of concern.

• To investigate the care, treatment and support in place when complaints have been made inorder to inform improvement in the safety and quality of services provided bythe Trust.
• To facilitatetimely and inclusive case specific investigations; to establish the facts,identify possible contributory or causal factors, highlight resultant learning,consider improvements required and recommendations from the reports of reviews undertaken.
• To undertake complaints investigations as set out in the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.
• Liaise withthose affected by complaints and their carers (meeting with managers/practitioners/clinicians/relatives following complaints to consider issues arising, learning resulting and service responses required).
• To coordinate the Trusts response in relation to complaints, ensuring that final response letters are produced to a high standard and in the agreed timescales.

We provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally. We are passionate about promoting good mental health & wellbeing. We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery.

We are committed to developing a culture of coproduction, involving patients, families & carers in everything we do

Our values

We not only recruit based on qualifications & experience - we recruit individuals who possess & demonstrate the behaviours which underpin our Trusts core values. These include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion. We can bring those values to life in our everyday tasks by giving a smile;

making time for people; challenging ourselves & others, & being open to new ideas.

We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part time & flexible working applications will be considered & supported, where possible. We particularly encourage applicants with lived experience of mental health conditions, neurodiversity or learning disabilities. We are a Disability Confident Leader.

• Post Graduate Diploma in risk management procedures or equivalent level experience.
• Specialist knowledge of Health & Social Care regulations, policies and procedures gained through knowledge or relevant experience.
• Risk Management and Complaints Handling qualification or equivalent gained through experience.
• Completed the trust complaints investigating officer training.

• Specialist knowledge of NHS Complaints Procedure and organisational policy and procedures in relation to the management of complaints and other frameworks for the investigation of complaints.
• Detailed working knowledge of risk management policies and regulations pertaining to experience, safety and risk
• Awareness of…