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Complaints and Legal Administrator (Maternity Cover)

Guy's and St Thomas' Trust
£30,279
Full-time
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Description
Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview Do you want to help improve the quality and safety of healthcare services, and the experiences of patients and carers? We are looking for an outstanding individual to support our complaint resolution and clinical legal services teams. You will be totally committed to the Trust’s values, and expected to demonstrate that those values underpin your work with patients and staff. Dealing with complaints is a challenging and demanding role and as our Complaint and Legal Administrator, you will be the first point of contact for patients calling into our service. When patients or carers contact the team, they are already unhappy with the experience they have had and the successful candidate will listen with empathy. We are looking for an organised individual who will thrive in a varied role where no two days are the same. We are looking for someone enthusiastic who is interested in complaints and legal matters and is eager to support our complainants, claimants and staff thorough the respective processes. Main duties of the job The role will involve providing general administrative support for the patient resolution and clinical legal services teams by assisting with logging complaints and legal matters, posting letters, providing requested information to outside organisations, including the Parliamentary and Health Service Ombudsman, NHS Resolution, legal representatives and courts on behalf of the Heads of Patient Resolution and Clinical Legal Services. Working for our organisation The complaints service works in collaboration with the patient advice and liaison service (PALS) and the central complaints team work proactively with Directorates to support the resolution of complaints. The complaints service is also responsible for supporting the organisation in the identification of trends and to promote learning from complaints. Organisational Values Put patients first - consider the patient’s needs and wishes in all that they do Take pride in what they do – strive for highest standards on own work and challenge colleagues to do the same Strive to be the best – in terms of patient care & teamwork Act with integrity - maintain the privacy & dignity of patients, work with integrity and be trustworthy, be accountable for own work Respect others – patients, visitors and colleagues. Actively give and receive feedback . Detailed job description and main responsibilities To independently carry out the new case ‘set up’ process on receipt of a new complaint completing standard letters for the complaints team so that new complaints are acknowledged and entered on DATIX (complaints/legal database). To be responsible for the medical records disclosure process where it forms part of a complaint and taking all necessary actions to obtain and get the records copied and get consultant confirmation, monitoring progress and chasing as necessary . Using data to identify hot spots and escalating any concerns to the appropriate member of the Complaints Team To arrange and coordinate meetings, functions and travel as and when required for the Head of Patient Resolution and Head of Clinical Legal Services and their respective teams ensuring diaries are kept up to date. To provide comprehensive secretarial and administrative service assisting with logging legal matters (including claims, inquests, Court of Protection and advisory matters); liaising with the Information Governance team in obtaining copy medical records and updated/missing records where required; assisting with the disclosure of medical records and other appropriate documentation to external stakeholders, including NHS Resolution, legal representatives ad courts/tribunals; assisting with checking and processing of invoices on behalf of the Head of Clinical Legal Services. Person specification Education/Qualifications Essential criteria Educated to ‘A’ Level standard including qualifications in maths and English. Plus experience significant experience in an administration role Diploma level qualification is IT or computer systems Desirable criteria Graduate level of education and/or relevant professional qualifications. Previous Experience Essential criteria Experience of working in a clinical or other pressurised service delivery environment. Experience of producing written material to a high standard. Experience of working in a customer focused environment. Desirable criteria Working experience of complaints, claims administration, clinical risk management or governance. Skills Essential criteria Computer literacy including ability to analyse data using databases, Excel or related tools. Ability to use initiative, work unsupervised and organise own workload priorities. Ability to maintain absolute confidentiality both inside and outside the Trust. Ability to quickly learn how to use new electronic information systems. Excellent communication skills - both written and verbal including good telephone manner. Ability to set up systems of work that ensure that many streams of activity can be managed in parallel so that no tasks get forgotten Thorough and methodical approach to photocopying and preparing documents for disclosure. Excellent skills in analysing data using computer software, identifying trends and compiling reports to a high standard. Able to take accurate and meaningful minutes. Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Further details / informal visits contact Name Janet Placid Job title Directorate Office Manager Email address [email protected] Additional information interested candidates are highly encouraged to contact Janet Placid - Directorate Office Manager, who can arranged for you to discuss this role with Brady Pohle - Head of Clinical Legal Services or Gina Freedman - Head of Patient Resolution **Previous applicants need not apply**
Expiry date: 31/10/2023
Complaints and Legal Administrator (Maternity Cover)
Company
Guy's and St Thomas' Trust
Salary
£30,279
Job Type
Full-time
Location
London
Our Commitments
Living Wage Employer
Disability Confident
Hiring Local
Armed Forces Covenant
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Guy's and St Thomas' Trust

Healthcare and Veterinary Sciences
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About us
As part of one of the largest and most engaged workforces in the NHS you'll have access to our unrivalled training and development programmes. We want the best people to join us, learn with us and grow with us, so whether you're in a clinical or non-clinical role we’re committed to creating a supportive and inclusive culture in which you can progress and be your best. We are an inclusive organisation Promoting diversity, equality, accessibility and inclusion is at the heart of everything we do for our patients and how we make our trust a great place to work. We welcome people from all backgrounds. Our fair recruitment practices offer equal access to employment opportunities and our staff networks enable everyone's voice to be heard. We are committed to ensuring all of our 23,500 staff feel valued and have the support they need to do their job to the best of their ability. Our health and wellbeing programme is one of the most comprehensive in the NHS and provides a wide range of benefits and support to help in your professional, personal and family life.
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Our Commitments
Living Wage Employer
Disability Confident
Armed Forces Covenant
Hiring Local