Senior Complaints Manager - Surgery, Anaesthetics and Critical Care Directorate
| Location: North London | |
| Job Type: Interim, 3 mths initially |  Back to Interim Vacancies |
| Salary: c£300-£350 per day |
This North London Trust is looking for an experienced clinician to take on this key role with responsibility for managing formal complaints for the directorate independently and professionally, fully address issues raised by complainants and support staff involved in, or contributing to the investigation of, complaints.
The post holder will have substantial and wide-ranging clinical knowledge to be able to exercise significant autonomy and discretion and independently manage complaints within time frames set out in the NHS Complaint Procedure.
The post holder will use their substantial clinical experience to judge if the actions of the trust, clinicians and other staff members were reasonable or if they fell short of professional and clinical standards and escalate these issues to the appropriate management team.
The post holder will take on a key role within the directorate senior management structure and is expected to judge the complexity and risk score of each complaint.
The post holder will carry out appropriate investigations, prepare written reports and provide high quality and clinically accurate written responses for the Chief Executive's signature.
The post holder will recommend action where appropriate; conduct enquiries and investigations in an open, non-judgemental manner, which supports both complainants, and staff members.
The post holder will liaise with and cultivate a culture of co-operation with other directorates within the hospital and external agencies such as the Healthcare Commission, the Parliamentary and Health Service Ombudsman and ICAS (independent complaints advisory service).
In order to work independently and manage highly complex complaints the
post holder will have a substantial and in depth clinical knowledge of a
wide range of medical specialities including surgery, medicine and oncology
along with an understanding of the trust and NHS policies and procedures.
For more information about this exciting opportunity, please contact Harriet Blenkin on 0845 458 4379 or 07880 714 559 or email hpb@blenkinassociates.co.uk