Posted: 12h ago
The role
Purpose of the Post
The Consumer Services Manager will lead a team overseeing the Complaints Management, Patient Advice Liaison Service (PALS), Freedom of Information (FOI), Subject Access Request (SAR) and Administration of Legal & Coroner’s Cases within Letterkenny University Hospital. They will oversee the provision of a comprehensive and quality Consumer Services function to Letterkenny University Hospital, ensuring they carry out duties in line with the Freedom of Information Act 2014, General Data Protection Regulations (GDPR) and HSE Complaints Management Framework.
The postholder will play a senior management role in the Hospital Management Team, ensuring its work meets organisational and legislative requirements. They will be a key manager across the wide range of Consumer Service functions which includes public and patient involvement. They will manage timely, accurate responses to queries from internal and external stakeholder and ensure adequate records are held. They will work in an efficient way, responding to the demands the role and service user requirements.
Principal Duties And Responsibilities
As the responsible line manager, provide leadership and direction to all staff within the Consumer Services function.
Support and advise management and multi-disciplinary staff on interpretation and compliance with requirements of Health Act 2004 Part (9), Freedom of Information (FOI) Acts and Data Protection Acts, Complaints Management and any other relevant legislation and to ensure compliance in a consistent manner with HSE/national policies, procedures and guidelines associated with consumer legislation.
Experience in writing reports and responding appropriately to concerns raised by patient or representatives of the public / community.
Provide and/or oversee training and advice in relation to the statutory functions of Complaints, Freedom of Information, Data Protection and Records Management to all service areas.
Monitor, progress, promote and report to the designated manager on service improvements on the integration of successful patient participation measures to include consumer participation structures and fora. This will be progressed in conjunction with all service areas.
Ability to recognise and respond appropriately to underlying sensitivities and confidentiality within issues raised, both internally & externally.
Co‑ordinate and assist in data analysis, collation and monitoring by way of provision of monthly statistical information to the designated manager on relevant complaints, “Your Service Your Say”, consumer feedback, Freedom of Information, Data Protection Access requests for HSE Service Areas and Voluntary Agencies and other relevant organisations.
Act as a resource to the Hospital Management Team in highlighting concerns or risks evident from the outcomes of complaints investigations and offering assurances on the implementation of mitigating measures when appropriate.
Ensure all delegated Complaints Officers receive the relevant and necessary training to carry out their role.
Ensure all delegated Complaints Officers are cognisant of their role and ensure the system operates in compliance with HSE regulatory obligations including the use of national recording systems, in an accurate and consistent way.
Implement systems to ensure that complaints and queries raised through the complaints system are appropriately responded to within the National and Regional target times.
Interpret and report on Performance Indicators and disseminate KPI information as appropriate.
Liaise with the Office of the Information Commissioner (FOI), Data Protection Commissioner, Office of the Ombudsman and Ombudsman for Children as required.
Lead on the formulation of Service Plans and Business / Work Plans for Consumer Services.
Facilitate the implementation of Consumer Participation projects and provision of information / statistical updates on all consumer participation initiatives as required.
Support in preparation of Health and Safety statement for Consumer Services.
Assist in investigative statutory functions, Complaints Review, FOI Internal Reviews where deemed necessary.
To ensure a proactive approach to the management of service user feedback across the Hospital with consistent application of the Your Service, Your Say complaints management framework (2017).
Investigate and Respond to formal complaints in line with HSE regulations, including making recommendations for learning and service development based on the findings of the complaints investigation.
Review complaints at Stage 3 as requested by the Regional Complaints and Service User Feedback Manager.
Lead the Patient Advice Liaison Service to manage issues as identified by service users and trend themes of informal complaints/ comments to identify areas for service improvement.
Lead the hospital in processing Freedom of Information (FOI) requests and Subject Access Requests (SARS) and act as the FOI Decision Maker. This involves managing a team to liaise with relevant colleagues and third‑party organisations as appropriate, communicating with requestors and ensuring coordinated responses in a timely, specific and confidential manner.
Ensure that FOI and SAR Requests are responded to within the National & Regional target times.
Liaise with Consumer Services and FOI colleagues nationally and across the West North West Region, as appropriate to ensure all FOI legislative and regulatory procedures are adhered to as well as consistency in discharging FOI functions.
To give general advice to the public and staff on using the FOI Act 2014.
Ensure oversight of FOI and SAR applications.
Promote consistency in the discharge of FOI and SAR.
Manage the review and assessment of information to ensure accurate and legally compliant decisions are made regarding the disclosure or non‑disclosure of information in conjunction with expert advice.
Undertake Audit and Review of FOI / Data Protection / Complaint processes and decisions.
Link with Communications and Quality and Risk Department to enhance and support organisational development and information provision and learning.
Support in the preparation and processing of FOI Decisions and Internal Reviews as required.
Manage a system for Parliamentary Questions and Representations with each division ensuring responses are provided in a timely professional manner.
To act as spokesperson for the Organisation as required.
Demonstrate pro‑active commitment to all communications with internal and external stakeholders.
Other Duties include
Analyse emerging trends, risks, and opportunities and elevate key issues.
Provide briefings, reports, and recommendations to senior leaders to inform decision‑making and organisational strategy.
Work closely with colleagues in the wider Consumer Services team to ensure consistency of messages and joined‑up activity.
General
Develop contingency plans to ensure cross cover for other areas when required and such duties as required.
To effectively and efficiently use information technology for the role in a manner which integrates well with systems throughout the hospital.
Assume responsibility for his/her own professional development.
Keep up‑to‑date with developments of professional practices and all other relevant matters to ensure maintenance of knowledge and skills base.
To present and act in a professional manner at all times and ensure colleagues do likewise.
Ensure confidentially in all matters of information obtained during the course of employment.
Have a working knowledge of and adhere to Letterkenny University Hospital policies at all times.
KPI’s
The identification and development of Key Performance Indicators (KPIs) which are congruent with the Hospital’s service plan targets.
The development of Action Plans to address KPI targets.
Driving and promoting a Performance Management culture.
In conjunction with line manager assist in the development of a Performance Management system for your profession.
The management and delivery of KPIs as a routine and core business objective.
PLEASE NOTE THE FOLLOWING GENERAL CONDITIONS
Employees must attend fire lectures periodically and must observe fire orders.
All accidents within the Department must be reported immediately.
Infection Control Policies must be adhered to.
In line with the Safety, Health and Welfare at Work Acts 2005 and 2010 all staff must comply with all safety regulations and audits.
In line with the Public Health (Tobacco) (Amendment) Act 2004, smoking within the Hospital Buildings is not permitted.
Hospital uniform code must be adhered to.
Provide information that meets the need of Senior Management.
To support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.
Risk Management, Infection Control, Hygiene Services and Health & Safety
The management of Risk, Infection Control, Hygiene Services and Health & Safety is the responsibility of everyone and will be achieved within a progressive, honest and open environment.
The post holder must be familiar with the necessary education, training and support to enable them to meet this responsibility.
The post holder has a duty to familiarise themselves with the relevant Organisational Policies, Procedures & Standards and attend training as appropriate in the following areas:
Continuous Quality Improvement Initiatives
Document Control Information Management Systems
Risk Management Strategy and Policies
Hygiene Related Policies, Procedures and Standards
Decontamination Code of Practice
Infection Control Policies
Safety Statement, Health & Safety Policies and Fire Procedure
Data Protection and confidentiality Policies
The post holder is responsible for ensuring that they become familiar with the requirements stated within the Risk Management Strategy and that they comply with the Group’s Risk Management Incident/Near miss reporting Policies and Procedures.
The post holder is responsible for ensuring that they comply with hygiene services requirements in your area of responsibility. Hygiene Services incorporates environment and facilities, hand hygiene, catering, cleaning, the management of laundry, waste, sharps and equipment.
The post holder must foster and support a quality improvement culture through‑out your area of responsibility in relation to hygiene services.
The post holders’ responsibility for Quality & Risk Management, Hygiene Services and Health & Safety will be clarified to you in the induction process and by your line manager.
The post holder must take reasonable care for his or her own actions and the effect that these may have upon the safety of others.
The post holder must cooperate with management, attend Health & Safety related training and not undertake any task for which they have not been authorised and adequately trained.
The post holder is required to bring to the attention of a responsible person any perceived shortcoming in our safety arrangements or any defects in work equipment.
It is the post holder’s responsibility to be aware of and comply with the HSE Health Care Records Management/Integrated Discharge Planning (HCRM / IDP) Code of Practice.
Risk Management, Quality, Health & Safety
Adequately identifies, assesses, manages and monitors risk within their area of responsibility.
Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etc. and comply with associated HSE protocols for implementing and maintaining these standards as appropriate to the role.
Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.
Education & Training
Engage in the HSE performance achievement process in conjunction with your Line Manager and staff as appropriate.
The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.
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