1. CONSULTANT PROFILE – GRAHAM
A highly experienced manager specialising in governance and regulation within both the public and private sector. Within
these fields has been employed to lead teams through change management programmes following on from mergers and
buyouts as well as providing support for the decommissioning of a large section of the NHS' former regulator. 10 years’
experience in working in NHS management roles successfully drives forward quality and service improvement in all
assignments.
RECENT ASSIGNMENT PORTFOLIO:
Clinical Complaints Lead Acute Hospital Trust
Key Responsibilities
 To reduce complaints backlog within the Medical Division and prepare for a CQC visit in February 2016.
Achievements
 Successfully reduced the backlog of complaints in line with weekly Trust trajectory to reduce outstanding complaints by 70% by
end of November 2016.
 I wrote and implemented new Standard Operating Procedures for the handling of complaints within the division to ensure a
robust and timely complaint process.
Complaints Manager NHS England
Key Responsibilities
 Review existing complaint handling practices to ensure the complaints process was conducted in a timely and professional
manner and any investigations undertaken were thorough and answered all the issues raised. Providing any guidance and
leadership needed to NHS England complaint staff and GP/Dental Practice Staff whilst investigating and responding to a
complaint.
Achievements
 Successfully introduced new working practices to improve timeliness of investigating and responding to NHS England
complaints.
 Successfully reduced numbers of outstanding complaints by 80%.
 Successfully increased complaint investigations/responses completed within the 25 working days timeframe from 36% to 96%.
 Successfully reduced the average time a complaint remained open from 49 days to 15 Days.
Patient Services Manager, Commissioning Support Unit
Key Responsibilities
 Responsibility for writing and implementing the CSU complaints policy alongside 9 Clinical Commissioning Groups and NHS
England area Team.
 Dealing on a daily basis with stakeholders from nine individual CCG’s and NHS England Area Team concerning any
queries/issues raised. This involved personally visiting CCG sites across Staffordshire.
 Dealing with 7 members of staff spread across three locations then implementing a management of change program to bring
the Patient Services team together in one location.
 Allocating and grading any new complaints received, also Quality checking any work/correspondence to be sent to the CCG for
signature.
 Ensuring the complaints process was conducted in a timely and professional manner and any investigations undertaken were
thorough and answered all the issues raised. Providing any guidance needed to both CSU staff and CCG Staff whilst
investigating and responding to a complaint.
Achievements
 Successfully implemented the Management Change program and brought together the Patient Services Team function from 3
sites, Stoke, Stafford, & Telford, to one location in Stafford.
 Successfully implemented new ways of working within the complaints department to ensure accuracy in reporting, and
correspondence, between both complainants and the nine individual CCG’s and NHS England Area Team.
 Successfully improved relationships between the nine individual CCG’s, NHS England Area Team and Staffordshire & Lancashire
Commissioning Support Unit by meeting individuals and establishing a recognised way of working.
 Provided training to Complaint team staff to ensure processes in relation to consent issues and safeguarding issues were
recognised and dealt with correctly and professionally.
 Personally dealt with any difficult or complex complaint issues and provided individual members of staff with guidance/training
on how these should be dealt with in the future.