NHS Complaints Advocate Application Pack P a g e 1 NHS Complaints Advocacy Officer JD and PS Apr2017
Healthwatch Lewisham Community House South Street BR1 1RH Tel: 0208 315 1916 www.healthwatchlewisham.co.uk Recruiting Manager: Folake Segun, Director, Healthwatch Lewisham Introduction Thank you for expressing an interest in joining Healthwatch Lewisham as an NHS Complaints Advocate. The information contained within this pack will give you a feel for the organisation and detail the qualifications, experience and skills required to take on this exciting opportunity. The contract to deliver a NHS Independent Complaints Advocacy Services in Lewisham forms part of the Healthwatch Solutions contract for 2016-2018 awarded by LB Lewisham. The NHS Complaints Advocate part-time position (14 hours per week) requires an experienced advocate to support clients within Lewisham who are considering or making an NHS complaint. Full details of the role requirements, application form and equal opportunities documents and how to apply for this position are contained within this application pack. Healthwatch Lewisham has expanded its reach within the borough over the last few years and we have been able to influence commission decisions through our evidence based reports. Details of these reports and our other achievements can be viewed on our website. If you have the skills required and would like to work with a vibrant team please get in touch. I look forward to hearing from you. Yours sincerely Folake Segun Director, Healthwatch Lewisham P a g e 2 NHS Complaints Advocacy Officer JD and PS Apr2017
What is Healthwatch? The Health and Social Care Act 2012 is a part of the Government s health and social care reforms. The Act made a provision for the establishment of Healthwatch as a new consumer champion in April 2013. Healthwatch operates at a national level through Healthwatch England and at a local level through Healthwatch. Healthwatch Bromley is a charity and an independent organisation, delivering the local Healthwatch in the London Borough of Bromley and the London Borough of Lewisham, giving service users and communities a stronger voice to influence and challenge how health and social care services are provided within their local area. The following is a summary of key points about Healthwatch Lewisham: listens to local people s views about their needs and experiences, and make sure these views are listened to by those setting up and delivering services; makes recommendations based on feedback to influence the way services are designed and delivered identifies priorities that are relevant to Bromley & Lewisham and looks at which groups and communities are not being heard and finds ways for them to be represented provides an information and signposting service about choices for local health and care services and how to access them passes information and recommendations to other local Healthwatch, Healthwatch England and the Care Quality Commission The Healthwatch websites for Lewisham and for Bromley provide a wide range of information: www.healthwatchlewisham.co.uk or www.healthwatchbromley.co.uk Further information on Healthwatch England can be found here: http://www.healthwatch.co.uk. Lewisham Independent Health Complaints Advocacy The Lewisham Independent Complaints Advocacy (IHCA) is a free, independent, support/advocacy service for all patients who want to make a complaint about healthcare commissioned or provided by the NHS in England. IHCA is a statutory service which was launched on 1st April 2013 following the abolition of the Independent Complaints Advocacy Service (ICAS). It is funded and commissioned by Local Authorities. Lewisham IHCA offers a tailored support/advocacy service to meet the different needs of our clients. Some people access the service for information; some contact the service to discuss their options. Other clients require more intensive support, and advocates can provide this by drafting letters on their behalf, making telephone calls to progress matters and accompanying them to meetings arranged to discuss their complaint. P a g e 3 NHS Complaints Advocacy Officer JD and PS Apr2017
Job Description Title of post: Responsible to: Responsible for: Hours: Salary: Location: Liaison with: Part-time NHS Complaints Advocate (14 hours per week) Director Advocacy Volunteers 14 Hours per week. There will be occasional evening and weekend work for which time off in lieu is granted. 10,750 per annum plus 5% pension contribution. Based at Community House, South Street, Bromley, BR1 1RH. Patients, statutory agencies, local voluntary and private organisations, volunteers, advocates, carers and partners, local communities. Length of Contract: Until 31 st March 2018 (with possible extension subject to continuation of funding). Overview of Role The Advocacy Officer will support individuals who are considering making a complaint about health services. The role is part-time (14 hours per week) with additional support being provided by volunteers who will work directly with the NHS Complaints Advocates. The Independent Health Complaints Advocacy Service is made up of a Core Service which includes telephone and initial assessment service, plus access to information via our website. Additionally, the Advocate will offer a Remote Advocacy service and an Intensive Advocacy service, via face-to-face support. Main Duties and Responsibilities The NHS Complaints Advocate will:- Raise awareness and understanding of NHS complaints advocacy and of the Lewisham IHCA service and Healthwatch to Lewisham citizens. Provide clients with enough information and support so that they can pursue a complaint independently. Offer support to people who cannot make a complaint without the support of an advocate. Write letters to the appropriate people in supporting a complaint. Prepare clients for resolution and complaint meetings and go to these if the client needs support. P a g e 4 NHS Complaints Advocacy Officer JD and PS Apr2017
Answer questions to help clients make decisions. Provide the opportunity to speak confidentially to someone who is independent of the NHS. Monitor the progress of complaints from commencement to resolution/close. Maintain an up to date and accurate records database of all client contact. Alongside other Advocates, produce quarterly statistical data and case studies to the Director. Motivate and line-manage volunteers to support the Advocacy work. Establish relationships with statutory partners and local Healthwatch in other areas to share information, learning and good practice. Establish relationships with IHCA services in neighbouring boroughs To keep up to date with local, regional and national developments in health and social care and to inform Healthwatch colleagues as appropriate. Other Responsibilities Adhere to policies, working within an equal opportunities and non-discriminatory framework. To work with and support other members of the Healthwatch Bromley and Healthwatch Lewisham team Undertake such other duties as consistent with the purpose and level of this post as may from time to time reasonably be required by the Director. Attend supervisions and appraisals and provide written progress and work reports as required. General In addition to the above the post holder will be required to: Be able to work evenings and weekends when required Plan and manage own workload, set targets and deadlines, and be self-supporting with regard to administration and IT. Attend training courses as agreed with, or determined by, his or her line manager. Undertake an enhanced DBS check. P a g e 5 NHS Complaints Advocacy Officer JD and PS Apr2017
Person Specification The person specifications provides and outline of the experience skills and abilities we expect the candidate to possess. When submitting your application, please tell us how you match the criteria which has been asked for. Experience and Abilities: 1. A national Advocacy qualification. 2. 1+ years experience of working with people to ensure their rights and their voices heard. 3. Experience of working with vulnerable adults and/or children. 4. 1+ years experience of Advocacy. 5. 2+ years experience in a role that requires outstanding communication skills to achieve excellent results. 6. Experience of working in the voluntary and community sector. 7. Ability to manage relationships. 8. Ability to challenge, negotiate and work with people who present diverse perspectives 9. Ability to research information and communicate the finding in a way that is accessible and relevant to the client being supported 10. Ability to uphold the views and preferences of others and not to impose their own judgement 11. Ability to represent the organisation externally. 12. Ability to travel within the borough of Lewisham. 13. A commitment to equal opportunities Skills The Advocacy Officer will have:- Good decision making skills Ability to communicate effectively and professionally, both orally and in writing Good IT skills (essential for this role) Proven ability to write reports Understanding of delivering a person centred service Good team working skills In addition, the successful candidate will have knowledge of the following: Advocacy and National Best Practice Standards Health and Social Care policy, together with a knowledge of the legal framework The Action for Advocacy Code of Practice P a g e 7 NHS Complaints Advocacy Officer JD and PS Apr 2017
How to apply Please complete the application and equal opportunities monitoring form provided. Should you need additional information please contact Folake Segun, Director Healthwatch Bromley & Lewisham folakes@healthwatchbromley.co.uk or phone 0208 315 1916. Regarding the application process, please note the following: We do not accept CVs. All information relevant to your application MUST be on the application form. Use additional paper if necessary. Healthwatch is an equal opportunities employer, therefore all personal information on the equal opportunities form is kept separate from the application form during the selection process. Applications received after deadline stipulated, will be discounted. Please return completed application and equal opportunities forms to: By post Folake Segun, Director, Healthwatch Bromley & Lewisham, Community House, South Street, Bromley & Lewisham, BR1 1RH. By e-mail folakes@healthwatchbromley.co.uk Closing Date for Applications: 28 th April 2017 at 17.00 P a g e 8 NHS Complaints Advocacy Officer JD and PS Apr 2017