1. CONSULTANT PROFILE – HELEN
Extensive experience as Senior Manager, Head of Department, Deputy Director in both NHS and Private Sector organisations,
with a breadth of strategic and operational skills. Is an expert Consultant for Complaints and PALS and has worked with Trusts’
under scrutiny and/or in Special Measures. Has sound knowledge of the Parlimentary and Health Service Ombudsnam (PHSO)
and is an expert panel member on the Patients Association by invitation of the PHSO. Has operated as Senior Complaints
Manager and Head of Complaints in Primary Care organisations, Acute Hospitals, and Mental Health providers.
RECENT ASSIGNMENT PORTFOLIO:
Complaints & Risk Manager (Emergency Medicine) Acute Hospital Trust
 Lead Investigator for complaints
 Management of Complaints
 Taking a lead role in incident management
 Training staff in complaints handling
 Training staff on use of database, Datix for complaints
 Incident Datix Training
 Production of up to date reporting – extracting data from Datix
 Advising and supporting General Manager and Clinical Director on complaints and incidents
 Highlighting high level complaints
 Attending high level incident panel meetings and advising
Senior Complaints Manager Commissioning Support Unit
 Compiling annual and quarterly reports for 9 CCGs
 Advising CCGs of complaints regulations and protocols
 Ensuring that the client is directed to appropriate CCG
 To take a lead role in raising the profile of patient experience by developing, monitoring and promoting Patient Experience for
all commissioned services.
 To take a lead role in the management of complaints procedure, working closely with the CCGs and the CSU Boards in order to
promote the effective resolution of complaints within agreed timescales.
 To analyse complaints received to identify trends and areas of concern, providing this information to CCG and the CSU in order
ensure that appropriate action is taken promptly based upon lessons learned and that appropriate service improvements can
be made both in terms of provider patient experience and quality of care and provide expertise to other Pods (CCG clusters).
Head of Complaints & PALS Acute Trust in Special Measures
 Manage Complaints and PALS team
 Write new departmental SOPS
 Support the Deputy Director for Patient Experience
 Write Complaints Handling and PALS Policies
 Build and implement new Datix web base - data base:
o To build to the Trust’s requirements
o Ensure all templates reviewed and updated
o Devise reporting to ensure all divisions have access to their complaints
o Re-write the internal complaints handling process to accommodate the new complaints policy
o Train all Divisional Directors/Clinical Directors/Associate Chief Nurses and Investigating Officers to utilise the Trust’s
new web base database
 Successfully built into the new web base the Korner codes (for Department of Health) ready for the Trust to report on within
the new guidelines of quarterly reporting in August 2015
 Write, report and complete the Annual Complaints Audit
 Perform mandatory Complaints and PALS training to all new staff
 Perform annual appraisals for the PALS and Complaints team
 Achieved new hours and banding for two staff members
December 2015 – February 2016 University Hospital Trust
 Consult and advise Matron for Patient Experience
 Engage with divisions to give assurance of timely responses
 Quality check large cases
 Draft investigation responses
 Hold meetings with patients/relatives to resolve concerns
 Assist CQC investigators in their requirements – reports etc