Lead Complaints and Investigations

Overview

The post holder will be responsible for investigating, managing and responding to complex complaints and investigations, and will work with another experienced Lead. They will liaise across multiple departments and identify potential improvements. The post holder needs to be an excellent communicator, confident in leading online staff meetings, using Microsoft tools, and engaging with families. They must be compassionate and supportive of staff involved in the complaint.

The post requires intense intellectual concentration, interpreting and analysing verbal and written data, and confidence in searching medical records. Information being analysed may be sensitive and emotionally charged, and they need to identify complex clinical situations where risk is present and share information to safeguard against potential harm. They will write compassionate and clear responses that will be sent to the family and other third parties such as MPs.

The post holder will liaise where appropriate with Social Workers, the Police, the Provider Collaborative, MPs (who may write on behalf of their constituents), and other NHS services such as hospitals. They will be involved in completing audits of complaints, analysing complaint data, highlighting trends for action, and writing monthly reports for managers.

• Lead on complaints with external stakeholders such as the clinical Commissioning Group (CCG), the Parliamentary Health Service Ombudsman (PHSO), and the Care Quality Commission (CQC).
• If required, complete higher learning reviews and serious incidents, or work with the incidents departments and support their investigation.
• Provide recommendations identified from service improvements to team managers, general managers, Head of Service and professional leads.
• Provide regular briefings to the Head of Service as required.
• Promote an inclusive response to complaints, actively promoting anti-racism, and identify and raise concerns where any complaint identifies racism, discrimination, bullying or harassment.
• In the case of a data breach, ensure the correct action is followed, and report to the Information Commissioner’s Office (ICO) within 72 hours, if appropriate.
• Ensure the principle of 'duty of candour' is followed.

Salary: £47,810 to £54,710 a year. Please note for part time hours the salary will be pro rata.

• Experience in investigating and managing complex complaints and investigations; ability to interpret verbal and written data, including sensitive information.
• Excellent communication skills, with experience engaging with families, staff, and external stakeholders.
• Ability to liaise with multiple departments and external bodies (e.g., Social Workers, Police, MPs, NHS services).
• Experience in conducting audits of complaints, analysing data, identifying trends and producing monthly management reports.
• Understanding and application of duty of candour and safeguarding principles; commitment to equality, diversity and anti-racism.