Band 7 Complaints – Patient Experience Support Manager – Moorfields – London

London, UK
Admin and Clerical
Temporary
Moorfields Eye Hospital
Posted 2 weeks ago
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Moorfields Eye Hospital NHS Trust (MEH) are searching for a passionate and driven Complaints and Patient Experience Support Manager to join their highly skilled team.

MEH is a specialist National Health Service (NHS) eye hospital in Finsbury, run by Moorfields Eye Hospital NHS Trust Together with the UCLH Institute of Opthmapology which is adjacent to the hospital, it is the oldest and largest centre for ophthalmic treatment, teaching and research in Europe.

The Role:

Interim support is required from an experienced complaints manager to support our complaints and PALS team. We have been implementing a complaints improvement plan which has successfully restored performance against the two main indicators (3 day acknowledgement and 25 day full response).

However more work is required to reduce the backlog of older complaints and ensure that reopened complaints are also managed within the required timescales. In addition queries from the PHSO need to be tightly managed including any learning or improvement actions.

The second part of the  complaints improvement plan needs to be implemented including improving complaints handling processes and training, and improving performance monitoring and reporting.

We also need support within the patient experience team to help with our roll out of our ‘See the whole person’ patient experience principles programme.

Requirements:

  • Substantial working experience of managing a PALS and complaints processes
  • Excellent focus and success of meeting deadlines
  • Good staff engagement skills
  • Excellent complaints drafting skills

We are so grateful for the commitment and devotion of our Bank Staff, so are pleased to offer the following benefits:

  • Flexible working hours
  • Weekly salary
  • Priority of shifts over all agency workers
  • Competitive pay

Apply now for this fantastic opportunity by uploading your CV, and a member of our recruitment team will be in touch.

Bank Partners is an employment agency/employment business (as defined by the Conduct of Employment Agencies and Employment Businesses Regulations 2003) and is acting on behalf of its client in relation to this vacancy.

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What specialism are you applying for?

Admin & Clerical
Allied Health Professionals
Nursing & Midwifery

Are you currently substantive and wish to work extra bank shifts?

If you hold a permanent or fixed term contract with the trust and have not resigned in post you will be eligible to join via another route.
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You are eligible to join via another route

If you are currently substantive and wish to work extra bank shifts, please continue your application through the substantive candidate form.

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Have you recently left your substantive position at the trust (within the last 6 weeks)?

If you have recently left your substantive position you will be eligible to join via another route.
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You are eligible to join via another route

If you have left your substantive position, please continue your application through the substantive candidate form.

Continue your application

Do you currently work or have you worked for any agencies at the Trust you are applying to within the last 12 weeks?

Should you currently hold an agency assignment with our Trust you will be eligible to join via another route.
Yes
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You are eligible to join via another route

If you currently hold an agency assignment with our Trust, please continue your application through the agency consent form.

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Are you eligible to work in the UK?

By law, we can only work with those who are authorised to work in the UK.
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We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who are authorised to work in the UK.

If you would be interested in work opportunities outside of the UK, please contact our sister company, Espirita.

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Will we be able to obtain references from your line manager at your current/previous employer(s) to cover the past 3 years?

We must obtain a minimum of 2 references covering 3 years relevant to the specialty/discipline in which you are applying to work to satisfy your pre-employment checks.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who are able to provide referencing.

Will you be able to provide or be willing to obtain relevant immunisation history?

We must obtain an occupational health check to support your bank registration, should you be unable to obtain your immunisation history we will not be able to support your registration.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who are able to provide immunisation records. Please consult with your GP for more information on how to obtain these.

As part of the application process you will be expected to complete or provide online and practical core training module and a DBS. Are you happy to proceed?

We must obtain a DBS for patient facing roles and core skills training must be completed to support your bank registration.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who can complete / provide Training & DBS Certification.

Are you currently substantive and wish to work extra bank shifts?

Yes
No

You are eligible to join via another route

If you are currently substantive and wish to work extra bank shifts, please continue your application through the substantive candidate form.

Continue your application

Have you recently left your substantive position at the trust (within the last 6 weeks)?

If you have recently left your substantive position you will be eligible to join via another route.
Yes
No

You are eligible to join via another route

If you have left your substantive position, please continue your application through the substantive candidate form.

Continue your application

Do you currently work or have you worked for any agencies at the Trust you are applying to within the last 12 weeks?

Should you currently hold an agency assignment with our Trust you will be eligible to join via another route.
Yes
No

You are eligible to join via another route

If you currently hold an agency assignment with our Trust, please continue your application through the agency consent form.

Continue your application

Are you eligible to work in the UK?

By law, we can only work with those who are authorised to work in the UK.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who are authorised to work in the UK.

If you would be interested in work opportunities outside of the UK, please contact our sister company, Espirita.

Visit Espirita

Will we be able to obtain references from your line manager at your current/previous employer(s) to cover the past 3 years?

We must obtain a minimum of 2 references covering 3 years relevant to the specialty/discipline in which you are applying to work to satisfy your pre-employment checks.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who are able to provide referencing.

Will you be able to provide or be willing to obtain relevant immunisation history?

We must obtain an occupational health check to support your bank registration, should you be unable to obtain your immunisation history we will not be able to support your registration.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who are able to provide immunisation records. Please consult with your GP for more information on how to obtain these.

As part of the application process you will be expected to complete or provide online and practical core training module and a DBS. Are you happy to proceed?

We must obtain a DBS for patient facing roles and core skills training must be completed to support your bank registration.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who can complete / provide Training & DBS Certification.

Are you currently substantive and wish to work extra bank shifts?

Yes
No

You are eligible to join via another route

If you are currently substantive and wish to work extra bank shifts, please continue your application through the substantive candidate form.

Continue your application

Have you recently left your substantive position at the trust (within the last 6 weeks)?

If you have recently left your substantive position you will be eligible to join via another route.
Yes
No

You are eligible to join via another route

If you have left your substantive position, please continue your application through the substantive candidate form.

Continue your application

Do you currently work or have you worked for any agencies at the Trust you are applying to within the last 12 weeks?

Should you currently hold an agency assignment with our Trust you will be eligible to join via another route.
Yes
No

You are eligible to join via another route

If you currently hold an agency assignment with our Trust, please continue your application through the agency consent form.

Continue your application

Are you eligible to work in the UK?

By law, we can only work with those who are authorised to work in the UK.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who are authorised to work in the UK.

If you would be interested in work opportunities outside of the UK, please contact our sister company, Espirita.

Visit Espirita

Are you registered with the NMC/HCPC?

All qualified nurses & midwifes must hold a current valid NMC / HCPC in line with their role.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who hold current & valid certification.

Have you successfully passed your Nursing Preceptorship and hold 6 months post preceptorship experience?

All qualified nurses & midwifes must have completed their preceptorship and hold 6 months post preceptorship experience prior to joining the bank.
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We’re unable to proceed with your application

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Do you hold 6 months NHS experience within the last 3 years in your band and specialty?

All qualified nurses & midwifes must hold 6 months NHS experience in the same role and band they are applying for.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who have current NHS experience.

Will we be able to obtain references from your line manager at your current/previous employer(s) to cover the past 3 years?

We must obtain a minimum of 2 references covering 3 years relevant to the specialty/discipline in which you are applying to work to satisfy your pre-employment checks.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who are able to provide referencing.

Will you be able to provide or be willing to obtain relevant immunisation history?

We must obtain an occupational health check to support your bank registration, should you be unable to obtain your immunisation history we will not be able to support your registration.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who are able to provide immunisation records. Please consult with your GP for more information on how to obtain these.

As part of the application process you will be expected to complete or provide online and practical core training module and a DBS. Are you happy to proceed?

We must obtain a DBS for patient facing roles and core skills training must be completed to support your bank registration.
Yes
No

We’re unable to proceed with your application

Sadly, we are only able to recruit bank workers who can complete / provide Training & DBS Certification.

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