We are looking for an organised Corporate Complaints and Compliments Manager with a passion for making a difference to others. Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required. You’ll be working full time as part of our Partnership and Engagement Directorate, responsible for the operation of the complaints department, including the supervision of the Complaints Assistant, ensuring that the relevant policies are adhered to at all times. This is a real opportunity to shape and develop our new Complaints policy and implement a new recording system within Datix. Flexible working is considered for this role, but regular attendance is expected at our Central London office. This role is 40 hours per week, Monday to Friday (9:00am - 5:30pm). At Cygnet, our perks go way beyond pension schemes and excellent professional development. You’ll also enjoy shopping, travel and leisure discounts – as well as a range of healthcare and financial benefits – to support you to be happy both in and out of work. Apply now to enjoy excellent career prospects while being part of an organisation that cares about helping people. Key Duties and Responsibilities Develop and manage the organisation’s complaints and policies and procedures in line with current legislation relating to the management and handling of complaints. Responsibility for ensuring that the organisation is compliant with the Parliamentary Health Service Ombudsman (PHSO) and Regulators’ standards in relation to complaints management and handling. Ensure that appropriate advice is provided to complainants and those that raise concerns to facilitate their use of the complaints procedures. Be responsible for the development and delivery of training programmes to Cygnet staff. Identify areas of risk and monitor performance and quality of services arising from formal and informal complaints received, in order to facilitate organisational learning. The post holder will also be required to analyse and report on complaints, concerns and compliments ensuring that monthly, quarterly and annual reports are provided to committees and the Board when required. This will include contributing to the triangulation of data in order to facilitate learning for the organisation. Key relationships Senior Management Team Operational Directors Regional Clinical Directors Service Managers Quality Assurance Managers Expert by Experience Lead Freedom to Speak Up Guardian Head of Safeguarding Corporate Risk Team Parliamentary and Health Service Ombudsman CQC MHA Complaints Manager and team Other Regulators Business Solution Team Communication and Relationship Skills Provide advice to complainants and members of staff regarding the management of complaints; including complex, sensitive and contentious issues through the organisation’s complaints process. Provide appropriate advice to Cygnet staff on the drafting of responses to complaints, assessing clinical and other information from complaints investigations to determine and recommend an appropriate response. Develop and provide clear accessible information to residents and service users regarding the organisation’s complaints procedure. Promote and facilitate the early resolution of complaints and concerns, however raised, through personal contact and face to face meetings, wherever possible, ensuring the identification of complainant’s underlying concerns to achieve resolution at an early stage. Provide advice for dealing with complaints received via MPs; for the organisation’s relationship with the Ombudsman; for all matters relating to complaints handling in line with the current regulations and the Complaints Standards Framework. Communicate complaint and compliment information to the Senior Management Team and organisation’s Boards/Committees. Influence and negotiate the resolution of complaints and concerns with service managers and complaints leads to ensure that responses and outcomes are service user focused at all times. Demonstrate the ability to communicate, present and receive complex and highly sensitive or contentious information concerning clinical issues with service users, relatives and staff in highly charged situations with tact, diplomacy and understanding. Demonstrate a high level of written and verbal communication skills, conveying highly complex information in multi-faceted investigations and discussions. Develop and maintain effective relationships and operational links with staff at all levels and disciplines ensuring that risks, safety and quality issues both inform and translate into positive service improvements. Analytical and judgmental skills Critically appraise complaint cases to ensure that quality issues are identified and managed, that investigations are thorough, transparent and open. Develop a system to risk score all complaints in accordance with the organisation’s requirements and to highlight any complaints above a predetermined threshold to the appropriate personnel. Lead the collation and analysis of data relating to complaints by working proactively to identify trends and areas of particular risk. Analyse relevant data, perform surveys and audits when necessary and evidence-based findings to inform own work programme, and to design and introduce new initiatives relevant to agreed objectives. Compile relevant intelligence reports and to present reports/presentations at various forums as required. Exercise own judgement based on interpretation of highly complex facts to inform own work priorities. Make recommendations, provide advice and prepare strategic reports/briefings as required. Policies, practice and procedures Work with the Director of Partnership and Engagement to develop and implement a long-term strategic approach for introduction and maintenance of systems which recognise the need to learn from concerns and complaints. Liaise with the Director of Nursing (DoN) on high profile complaints and support the DoN with Stage 3 complaint responses. Ensure up to date specialist knowledge of relevant complaints legislation and best practice guidance is maintained in order to ensure that the policies and procedures are fully compliant. Responsible for the development of the organisation’s complaints, concerns and compliments related policies and procedures in line with changing regulations. Propose and facilitate changes to improve organisational practice and performance. Develop and deliver training and education programmes on complaints when required. To work with colleagues in operations and central HO teams to ensure that there is local and organisational learning following all types of complaints, actively disseminating any lessons learnt. Complaints and compliments systems Undertake regular audits of ePRIME (or successor system software/database) to ensure that Cygnet staff are appropriately recording complaints and compliments and the outcomes from complaint investigations. Work with operational teams to ensure that complaint documentation is uploaded onto ePRIME and that ePRIME is updated throughout the life cycle of the complaint. Work with key stakeholders to ensure that required system changes are identified and implemented in a timely manner. Review ePRIME/Complaints and Compliments Dashboards and their effectiveness in recording complaints and compliments. Work with the Business Solutions Team to make changes as deemed necessary. General Travel to Cygnet sites to facilitate improvements in quality standards relating to complaints and compliments as required. Liaise with internal and external stakeholders as needed. Ensure that a positive image of Cygnet Health Care is maintained at all times. Act in a fully confidential manner, maintaining service user and business confidentiality. Successful candidates will be required to undergo an enhanced DBS check.
Last updated on Feb 6, 2023