Job Description:
Complaints Manager
Cromwell Hospital, Kensington, SW5 0TU (5 mins walk from Earls Court underground or 7 mins walk from Gloucester Road underground.)
Fixed Term Contract (3-6 Months)
£60,000pa + fantastic benefits
How you'll help us make health happen
Reporting to the Head of Clinical Governance and Risk, the Complaints Manager is a visible and approachable leader who prioritises a patient and care-centred approach and ensures collaborative and expedient methods are taken to achieve resolution of complaints and concerns received.
This is a pivotal role in achieving the Hospitals mission to deliver world class care which is expertly tailored to the needs of individuals.
Key Responsibilities:
Design, implement, monitor, and report on the complaints management framework, ensuring patient focused responses.
Be responsible for the design, implementation, monitoring and reporting against the complaints management framework across Cromwell Hospital and its associated delivery sites.
Ensure compliance with national legislation, contractual requirements, and best practices to drive service improvements.
Accountable for ensuring the organisation listens and proactively responds to complaints and concerns ensuring that meaningful and demonstrable action is taken to improve services.
Develop and maintain policies and procedures that enable complaints and concerns to be responded to in a patient and carer focussed, robust and timely manner to a consistently high standard.
Proactively case manage individual complaints ensuring appropriate de-escalation and resolution strategies are identified and implemented in a timely manner.
Actively support department managers and leaders in investigating and responding to complaints and concerns ensuring investigations are undertaken and documented in accordance with root cause analysis and other relevant patient safety methodology.
Proactively lead and manage the organisations relationship with the Independent Sector Complaints Advocacy Service (ISCAS) and other appropriate patient advocacy groups.
Develop, implement and monitor programmes of training to ensure staff of all grades within the organisation have the relevant skills and knowledge to receive, investigate and resolve complaints and concerns at the earliest possible opportunity.
Key Skills / Qualifications:
Significant experience of direct customer facing complaints in a healthcare setting.
Stakeholder engagement experience across a wide range of internal and external stakeholders.
Desirable to have clinical or operational service management experience.
Experience of risk management system use (E.g. RL DATIX or equivalent)
Data analysis and reporting skills.
Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family friendly benefits.
Joining Bupa in this role you will receive the following benefits and more:
Payment of Professional Registration fees
25 days annual leave and our flexible holiday scheme allows you to buy or sell up to 5 days each year in the flexible holiday window
Bupa health insurance as a benefit in kind
An enhanced pension plan and life insurance
Support with travel costs via a season ticket loan or cycle2work
Discounted access to online gym sessions through Gympass
Various family friendly benefits
Opportunity to participate in our annual awards ceremony.
Why Bupa?
We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring, and responsible in everything we do.
We encourage all our people to ”Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.
Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
If you require information regarding this role in an alternative format, please email: careers@bupa.com
Time Type:
Full timeJob Area:
Clinical ServicesLocations:
Cromwell Hospital LondonAt Cromwell Hospital, we have a great team of determined and loyal health care professionals. We’re continually investing in the world’s most advanced diagnostic and treatment technologies. That's why patients choose to come to us from across the UK, and more than 100 other countries around the world.
Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.
Every company needs an ethos, and we're no different. Through good days and challenging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.
We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you.
As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.
Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve.
You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.Free
to be you.
Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.
Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.
Think working as a GP at Bupa means you'll have to give up NHS work? Think again. Laura recently joined our team and talks to us about how she's been able to use what she's learnt at Bupa for the benefit of all her patients.
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