Job overview

Diagnostic &Therapies Division consists of many of the Trustwide services that underpin and support all the other clinical departments.

The post holder will;

Plan and co-ordinate the use of key resources and monitor capacity and demand for divisional services to ensure that the Division and Trust achieves all relevant performance targets, strategic and clinical objectives and ensure that patient experience is of the highest possible quality.

Ensure that patients are managed in line with Trust policies and national standards for booking. The post holder will also work closely with our services, supporting them from a divisional standpoint.

Work closely with the Performance & Operations Manager (POM), Assistant General Manager (AGM) and Deputy Divisional Director (DDD) for the Division to support the delivery of high-quality patient centred care and service improvement.

Co-ordinate complaints, compliments and FOI requests for the division ensuring that they are responded to in a timely manner.

We may close the advert if we have a sufficient number of applications.

Main duties of the job

Complaints, compliments and FOI’s

• To lead on the coordination of complaints, compliments and FOI requests for the division, ensuring they are responded to in a timely manner and liaising with all disciplines of staff both within and outside the division.
• Be responsible for managing a varied caseload of enquiries and complaints independently and without direct supervision, including comprehensive diary management and appropriate prioritisation of work.
• Liaise with all levels of staff, other divisions and relevant Trusts to coordinate the resolution of complaints, concerns and enquiries.

Performance Management

• Provide support to the Deputy Divisional Director (DDD), Assistant General Manager (AGM) and Performance and Operations Manager (POM) in delivery of national and local performance targets.
• Validate waiting time breaches (cancer performance targets, referral-to treatment times and 6-week wait pathways), working with the POM to develop action plans to prevent further breaches.
• Compile diagnostic 6-week wait (DM01) month-end performance reports on behalf of the division and return to UHBW Performance Analysts.
• Monitor outpatient performance metrics including: overdue partial booking patients, missing outcomes, on-holds and inactive referrals, against targets. Investigating and working with the Divisional Management Team and Heads of Service (HOS) to take action where necessary.

Working for our organisation

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England.

UHBW has been rated by the CQC as ‘Good’ overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward- thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. 

Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone’s throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer.

UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.

As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them.

Anonymous information will be used from your application in order to ensure we’re meeting our pledge.