Job description

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 Pinar Confait, Quality Assurance Lead, on 0207 811 8186 or via email on pinar.confait@rmh.nhs.uk

• 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.

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 and learning and development opportunities. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.

For further information on this role, please see the attached detailed Job Description and Person Specification:

• Work with Divisions to promote and drive the complaints and PALS service to ensure complaints and concerns dealt with as a priority and to achieve the best possible, comprehensive and timely responses in line with Trust policy, the NHS Complaints (England) Regulations 2009 and recommendations of public inquiries such as the Francis Report.
• Ensure concerns and complaints are dealt with in a non-judgemental manner, which supports both complainants and staff members.
• Implement the strategy and policy for complaints and concerns management across the Trust ensuring the highest standards of performance in complaints management are established and implemented Trust-wide, including the quality and timeliness of responses to all complaints and the strategy and processes for identifying and learning lessons from concerns and complaints.

gatheringourvoice.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, gatheringourvoice.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, gatheringourvoice.org is the ideal place to find your next job.