Job summary
We are looking for a dynamic, enthusiastic person who is committed to improving the quality of service we deliver. As the Trust's Complaints, PALS, Bereavement and Patient Information Manager your role is to manage the staff and resources with expert leadership in order to deliver an identifiable, high quality, accessible service which will support patients, carers, the public and staff.The successful candidate will be a strong team player, well organised with a proven ability to identify critical issues and priorities, and have an empathetic manner. Direct experience of management of NHS complaints is essential. An understanding and experience of working with cancer patients will also be an advantage.The Trust is located on two sites and although this post is based at Chelsea we are looking to appoint an individual who is willing to work across both sites as necessary.For further information or to arrange an informal visit please contact Christopher Lafferty, Head of Patient Safety, on 0207 811 8298 or via email on [email protected]
Main duties of the job
The post holder will play a key role in the provision of robust and responsive complaints, PALS, Bereavement and Patient Information services in line with the latest legislation, national guidance and Trust policy. They will lead and manage an efficient, compassionate, professional and comprehensive service for the Trust working with the teams to set the standards, promote and drive improvements for complainants, patients, their families and their carers across the Trust. They will ensure that the processes on the death of a patient are completed respectfully, correctly and in a timely way and will provide support to the medical examiners in their role in scrutinising the circumstances and causes of death.
About us
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston Hospital.
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
- identify and highlight areas where the service can be improved, areas of poor clinical practice and associated risk and potential claims.
- ensure there is an effective framework for the management of concerns, complaints and patient information.
- provide regular analysis of data available to show trends, compliance with time limits and national guidance.
- ensure the administrative processes and the support of relatives and/or next of kin in the period immediately after the death of a patient in the hospital are carried out effectively and compassionately without any delay.
- support the Medical Examiners in their role in scrutinising the circumstances and causes of death.
- support the Quality Assurance Lead to maintain the impetus among senior managers, clinicians and support staff towards achieving and maintaining appropriate standards.
Person Specification
Education/Qualifications
Essential
- Graduate level
- Proven management experience.
- Thorough understanding of the NHS complaints procedure, investigation and mitigation in the context of clinical governance in the NHS.
- A clear understanding of NHS policies and procedures.
- Evidence of continued professional development.
Desirable
- Post graduate diploma in relevant subject.
- Experience of Patient Information Production and associated accreditations
Experience
Essential
- Detailed knowledge of the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.
- Experience and/or clear understanding of bereavement and medical examiner processes
- Significant experience of dealing with complaints and concerns in the NHS healthcare environment, preferably in an acute Trust or equivalent.
- Experience and good understanding of a wide-range of clinical areas
Desirable
- Demonstrable experience in a management position
- Proven experience in staff management and the assessment of training and development needs.
- Understanding of skills training for staff in management and operational settings.
- Evidence at working at a corporate level in a similar organisation.
Skills/Abilities/Knowledge
Essential
- Ability to assess and make effective decisions under pressure in complex situations.
- Ability to take decisions with sound judgement and understanding when to report to senior manager.
- Able to understand and articulate highly complex health and procedural issues to a lay audience.
- Able to evaluate options and present articulate arguments
- Excellent interpersonal skills with an ability to work with people in stressful situations.
- Ability to communicate clearly and concisely in highly charged environments.
- Effective communication skills with patients and relatives.
- The ability to deal tactfully and discreetly with matters of confidential or sensitive nature.
- Strong communication skills including excellent response and report writing, presentation skills and chairing meetings.
- Good analytical skills: attention to detail, with the ability to identify the need for further intervention or investigation following review of documentation or data.
- Excellent skills in analysing data, identifying trends, compiling reports and communicating this to relevant individuals.
- Ability to compile and interpret comparative and trend information using databases and other software packages.
- Able to promote equality and diversity as a manager and team member.
- Numerate and computer literate including ability to analyse complaint data using, DATIX, Excel or related tools.
Desirable
- Demonstrable leadership and communication skills with proven record of managing and working as part of a team.
- Knowledge of cancer services.
- Understanding of wider issues in relation to cancer care.
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.
Employer details
Employer name
The Royal Marsden NHS Foundation Trust
Address
The Royal Marsden Chelsea
Chelsea
SW3 6JJ