About the role
1. Facilitate effective liaison to resolve issues and complaints between consumers, Redcliffe Hospital and the community it serves.
2. Manage, investigate and respond to clinical, Office of the Health Ombudsman (OHO) and ministerial complaints for Redcliffe Hospital.
3. Coordinate effective and timely management of medico-legal matters in consultation with Medical Directors, OHO and health and hospital solicitors.
About you
This successful applicant will carry out the following key accountabilities in accordance with the Metro North Health's values:
4. Actively contribute to developing and maintaining a consumer-focused quality system
5. Implement and coordinate all aspects of the Consumer Feedback System (compliments, comments and complaints) with regard to clinical services in liaison with the Director, Safety and Quality, Director of Medical Services, Directors of Nursing and Executive Support Officers, including investigation and/or response.
6. Implement and coordinate all aspects of the management of Office of the Health Ombudsman issues, at the direction of the Directors of Medical Services and in liaison with the Director Safety and Quality Unit, including investigation and/or response.
7. Implement and coordinate all aspects of the management of notified legal cases at the direction of the Directors of Medical Services including investigation and/or response.
8. Investigate complaints including the collection, analysis and documentation of evidence and the preparation of comprehensive investigation reports proposing findings and implementing recommendations.
9. Facilitate mediation of complaints on a moderate level of complexity by utilising dispute resolution techniques.
Health Equity
It is expected that all Metro North Health staff, including the incumbent of this role as a valuable member of the Metro North workforce, contribute to the health equity agenda and meet the intent of supporting the defined six actions that specifically meet the needs of Aboriginal and Torres Strait Islander people within the National Safety and Quality Health Service Standards (NSQHS), by actively supporting the elimination of racial discrimination and institutional racism; supporting increased access to health care; influencing the social, cultural and economic determinants of health; supporting the delivery of sustainable, culturally safe and responsive health services; and recognise the importance of working with Aboriginal and Torres Strait Islander peoples, communities and organisations to design, deliver, monitor and review the health and support services we provide.
Benefits when working for us
10. Rewarding career and development opportunities across a wide range of clinical and non-clinical areas
11. Value driven organisation which provides a work environment that is safe, satisfying, flexible, and promotes a healthy work-life balance
12. Flexible working arrangements and competitive salary rates with annual incremental increases
13. Benefit from a higher than standard employer contribution to Superannuation of up to 12.75% and access to salary packaging