Job Title: Complaints and Performance Reporting Officer

Job description

Job title: Complaints and Performance Reporting Officer

Reporting to: Performance Reporting Manager

Job family: Planning and Assurance

Pay Level: C2

Role purpose

To deliver a high quality and responsive service to customers who use the NMC’s corporate complaints process. This includes ensuring that arrangements are in place to ensure that all Registration and Revalidation stage 2 complaints are managed effectively and drafting responses to complaints at stage 3.

To set up and maintain effective arrangements to support the Registration and Revalidation incident reporting process in accordance with the Serious Events Review (SERs) corporate policy and process.

To assist in the production and analysis of evidence and data on organisational performance to enable the NMC to comply with its statutory reporting requirements.

Key accountabilities

Complaints process

 Set up and maintain office administration systems, processes and files (both manual and electronic) to ensure that relevant information on Registration and Revalidation directorate complaints are kept up to date, accurate, meets corporate deadlines and is accessible to all relevant team members.

 Liaise with complainants, ensuring that they understand the complaints process and receive good customer service from the organisation and where this does not happen escalate issues to senior managers.

 Prepare and send acknowledgements to corporate complaints and queries received in a timely manner.

 Reviewing and monitoring responses from the Registration and Revalidation directorate to stage 2 complaints to assess whether there are any learning points and raising these with directors and other relevant staff.

 Undertaking investigations under the direction of the Complaints Manager into complaints which have reached stage 3 of the corporate complaints process. This will include undertaking root cause analysis and considering relevant

Registration and Revalidation March 2017 Page 1 of 1 documentation, including case papers and policy and processes and discussions with relevant staff and complainants where necessary.

 Draft high quality customer focussed responses to complainants for agreement by management.

 Identify key learning points and ensure that all learning and recommendations arising from stage 2 and stage 3 complaints are captured, including into the ‘learning hub’ once that has been implemented.

 Monitor and produce draft reports for Executive Board and the Audit Committee on corporate progress in implementing changes in response to learning from complaints

Serious Event Reporting process

 Assist with the management of the Serious Event Review (SER) process, including the database, to ensure effective response to incidents across the Registration and Revalidation directorate as well as across the organisation. This includes coordinate the incident reporting function for the directorate, analyse and report on incidents progression and trends.

 Review key learning points arising from incidents investigations and monitor action plans progress.

 Produce draft reports for Senior management, Executive management and Audit Committee on incidents trends and corporate progress in implementing changes in response to learning from incidents.

Performance reporting

 Assist with gathering timely evidence and data on performance from across all organisational functions.

 Assist with producing drafts for reporting to the Professional Standards Authority (PSA) in line with the NMC duty to meet external oversight and statutory reporting requirements.

 Assist with tracking and monitoring action plans progress in implementing changes arising from performance review reports.

Standard responsibilities

Other responsibilities

There are a number of standard duties and responsibilities that all employees, irrespective of their role and level of seniority within the NMC, are expected to be familiar with and adhere to.

 Comply at all times with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.

Registration and Revalidation March 2017 Page 2 of 5  Promote and comply with NMC policies on diversity and equality both in the delivery of services and treatment of others.

 Ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity in accordance with the provisions of the Data Protection Act 1998 and its amendments.

 Comply with NMC protocols on the appropriate use of telephone, email and internet facilities.

 Comply with the principles of risk management in relation to individual and corporate responsibilities.

 Comply with NMC policies and procedures as compiled on the organisation’s intranet.

This job description is not exhaustive and as such the post holder is expected to be flexible. Any changes will only be made following a discussion with the post holder.

Registration and Revalidation March 2017 Page 3 of 5 Person specification

Job title: Complaints and Performance Reporting Officer

Qualifications and experience

 Educated to ‘A’ level or equivalent relevant experience

 Experience of undertaking investigations

 Experience of report writing

 Experience of working to challenging timescales

 Experience working in a customer services and continuous improvement environment

 Experience of working with a range of internal and external stakeholders

 Experience of working with confidential and sensitive personal data

 Experience in gathering and analysing complex cross-organisational qualitative and quantitative information and data.

Knowledge, skills and abilities

 IT skills including proficiency in Microsoft Office Word, PowerPoint and a high level of expertise in operating and maintaining Excel spreadsheets

 Good verbal, writing and listening communication skills

 Able to think critically, devising constructive and innovative suggestions for improvement

 Numerate with the ability to interpret and compile statistics

 Strong analytical skills with great attention to detail, accuracy and quality

 Negotiations skills with the ability to persuade and influence others

 Ability to plan, prioritise a variety of tasks with a high level of accuracy

 Understanding of a healthcare regulatory environment

Personal qualities

 Highly motivated and flexible with a can do attitude

 Capable to use initiative and take responsibility

Registration and Revalidation March 2017 Page 4 of 5  Good organisational, prioritisation and time management skills

 Reliable and calm under pressure

 A commitment to and understanding of the importance of equality and diversity within the environment that the NMC operates

 A good team player capable of and willing to build sound working relationships and work collaboratively with colleagues in the team and across the organisation.

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