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Mental Health Act Complaints Officer

Salary Grade D - £24,982 (National)
Directorate Hospitals
Function Hospitals – Inspection
Job Type Permanent
Hours of Work 37 hours per week

About Us

National Mental Health Act Complaints Officer (fulltime)
Location – Nottingham Office preferred but other CQC offices maybe considered for the right candidate (some travel required)
Grade D, £ 24,982 per annum FTE (National)

About us

CQC is the independent regulator of health and social care in England. We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve. We monitor, inspect and regulate services to ensure they meet fundamental standards of quality and safety and we publish what we find to help people choose care. Under the Mental Health Act we have the power to investigate individual complaints about care received whilst a person is detained under the Mental Health Act, on a Community Treatment Order or under guardianship.  These are the only times the CQC can review or investigate individual complaints.

About the role


The role of National Mental Health Act (MHA) Complaints Officer is to deliver a single end to end effective complaints service with the support of the National MHA Complaints Manager, National MHA Senior Complaints Officer and Senior Management Team.  You will support service improvement and delivery across the Commission.


You will provide a high level, detailed review of the complaints following the initial triage from our business support team, with the aim of filtering the complaints in line with the technical nuances of the MHA. As well as capturing and analysing the information from complaints, you will be required to assist with the preparation of reports with the inclusion of learning points on identified themes and trends and escalate these when necessary.


Together with tracking and tracing complaints at each stage of the process, you will ensure adherence to agreed timescales and monitor the implementation of agreed recommendations with both the provider and the complainant.  You will also have the opportunity to support the redesign of MHA complaints, informing, shaping and developing the teams’ policies and procedures, ensuring that they are in line with the MHA and the MHA Code of Practice, national policy, guidance and best practice.

About you


You will have experience of working within a healthcare complaints or customer relations environment as well as case handling. In addition to a strong understanding of the NHS Complaints and PALs regulations, policies and good practices, you will have applied knowledge of effective complaints management systems and processes.


You will have an excellent ability to understand information as well as analyse and critically evaluate intelligence and areas of risk. The role requires excellent written and verbal communication skills and the ability to communicate complex, sensitive or contentious information to internal and external individuals.  Able to work on your own initiative whilst also being a strong team player, you will be able to prioritise your own workload when dealing with conflicting deadlines. As part of the role within complaints there may be occasions when people are contacting the department who are quite anxious and challenging. You will be expected to be able to deal with calls in a professional, sensitive and understanding way.

The closing date for this advert is Wednesday 24th January 2017 at 11.45pm

External Candidate Information

• Please provide referee details for a full 3 year employment history on your application along with relevant information to support any gaps in employment, we will not approach your referees without your prior consent.

• Please note that if you have not heard from us within 6 weeks of this vacancy closing, you can assume that you have been unsuccessful on this occasion.

• Unfortunately, due to the high volume of applications being received across all of our vacancies, we are unable to provide individual feedback at application stage.

• We must also inform you that, in line with the majority of government organisations, we do not pay travelling expenses for interviewees.

Tier 2

CQC are currently not able to accept applications from anyone requiring Tier 2 sponsorship because there are currently no Tier 2 vacancies.

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