Band 7 Complaints - Patient Support Manager - Moorfields

Moorfields Eye Hospital NHS Trust (MEH) are searching for a passionate and driven Complaints and Patient Experience Support Manager to join their highly skilled team.

MEH is a specialist National Health Service (NHS) eye hospital in Finsbury,run by Moorfields Eye Hospital NHS Trust Together with the UCLH Institute of Opthmapology which is adjacent to the hospital, it is the oldest and largest centre for ophthalmic treatment, teaching and research in Europe.

Interim support is required from an experienced complaints manager to support our complaints and PALS team. We have been implementing a complaints improvement plan which has successfully restored performance against the two main indicators (3 day acknowledgement and 25 day full response).

However more work is required to reduce the backlog of older complaints and ensure that reopened complaints are also managed within the required timescales. In addition queries from the PHSO need to be tightly managed including any learning or improvement actions.

The second part of the complaints improvement plan needs to be implemented including improving complaints handling processes and training, and improving performance monitoring and reporting.

We also need support within the patient experience team to help with our roll out of our ‘See the whole person’ patient experience principles programme.

• Substantial working experience of managing a PALS and complaints processes
• Excellent focus and success of meeting deadlines
• Good staff engagement skills
• Excellent complaints drafting skills

• Flexible working hours
• Weekly salary
• Priority of shifts over all agency workers
• Competitive pay

Apply now for this fantastic opportunity by uploading your CV, and a member of our recruitment team will be in touch.