The post holder will be working in a corporate team within the Aneurin Bevan University Health Board (ABUHB). Working with the Head of Quality, Patient Safety & Learning, the Senior QPS Manager, Concerns Manager, complaints & PSOW and Deputy Concerns Manager you will be expected to provide operational support, and expertise to ensure that the core aspects of the Listening to People guidelines and Complaints pillar of the Quality Strategy are delivered in line with the overall Health Board objectives, policies and strategies .
The Listening to People & PSOW Support Officer (Concerns and PSOW) will work within the Corporate Listening to People Team to support the effective management, coordination and monitoring of concerns, complaints and Public Services Ombudsman for Wales (PSOW) cases across Aneurin Bevan University Health Board.
The post holder will ensure compliance with the NHS Concerns, Complaints and Redress Arrangements (Wales) Regulations and Ombudsman requirements whilst promoting a compassionate, person-centred approach that supports learning and service improvement.
The post holder will be responsible for the review, grading and allocation of concerns received through multiple channels, ensuring accurate recording within RLDatix and maintaining effective oversight of complaint progression, response timescales and performance standards.
The role will coordinate PSOW investigations, recommendations, settlement proposals and correspondence, supporting the production of high-quality responses, monitoring compliance with recommendations and ensuring organisational learning is disseminated appropriately.
The post holder will provide specialist advice, information, training and support to Health Board staff regarding concerns management, Listening to People processes, RLDatix requirements, complaint handling standards and learning arising from concerns and Ombudsman investigations.
To work independently, managing their own workload, referring to their managers when required.
Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Well-being Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.
