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Band 5 Patient Experience Caseworker

Undisclosed Company
Cheshire, Chester
£11.76 - £13.12 per hour
Closing date
29 Jul 2022

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Pay £11.76 per hour rising to £13.12 after 12 weeks continuous working

Essential - Educated to Diploma level (or equivalent diploma or experience) in a relevant subject

Admin and Clerical Responsibilities: -

  • Upon allocation of a compliant to prioritise and initiate an investigation with the appropriate staff within agreed timescales
  • Make objective analysis and assessments of complaints that are complex and/or sensitive, make judgements and, through liaison with staff, facilitate negotiations with all concerned to find solutions
  • Directly manage complex and sensitive complaints information and provide expert support and advice to ensure thorough complaint investigations to ensure timely responses meeting the standards set by the Complaints Procedure
  • Have the skills to recognise when local resolutions has been exhausted
  • Contribute to the effective and efficient handling of cross agency complaints in line with the locally agreed protocols, taking the lead where appropriate
  • Draft complaint responses for approval by the respondants in readiness for the Chief Executive to sign
  • Prepare, maintain and collate accurate and contemporaneous records of all complaints raised by individuals including outcomes and actions
  • Once a complaint is resolved, ensure that all complaint outcomes/actions are entered on Datrix and when appropriate liaise with staff with regard to completed action plans
  • Liaise with Legal Services regarding any complaints that may give rise to litigation
  • Communicate with members of the public and staff of all levels
  • Reports serious/key issues of concern to PEL
  • Have input in the governance agenda by highlighting safety issues raised through complaints to the PEL or the appropriate manager
  • Responsible for inputting and extracting accurate data relevant to the role

The role does include other duties and full job description will be shared with suitable applicants

Temporary On-going Role

Weekly pay


28 Days holiday per year

Auto Enrolment Pension Scheme

Additional Extras

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