- HOBBIES AND INTEREST
- Prolific reader of factual and fictional literature
- Keen interest in criminal psychology
- Keen interest in UK and World politics
Tanya Tofts
Staple Hill, Bristol
Summary
Accomplished professional with extensive experience in complaints management, advice and support in healthcare settings, and dealing with diverse populations. Demonstrates confidence in engaging with stakeholders at all levels and possesses strong computer literacy, planning, and organisational skills. Adept at problem-solving, research, report writing, and training development and delivery.
Highly skilled and qualified in carrying out impartial and thorough complaints investigations and drafting high quality written responses, always demonstrating excellent attention to detail. The same attention to detail is applied to the analysis of complex data, to produce detailed management reports, identifying themes and trends that lead to improvement.
Known for remaining calm under pressure while exhibiting excellent communication skills, strategic planning abilities, and leadership qualities. Committed to using knowledge and expertise to drive organisational success and enhance operational efficiency.
Overview
40
40
years of professional experience
Work History
Head, PALS & Complaints
University Hospitals Bristol & Weston NHS Foundation Trust
01.2022 - Current
- The Trust's expert on NHS complaints handling, providing specialist advice to senior managers and Board members
- Critical role providing leadership to the Trust's PALS & Complaints Team, including a wide range of monitoring and reporting responsibilities to Trust Board level, ensuring delivery of a consistently excellent complaints service to the Trust's patients, their families and carers and members of the public
- Co-development and lead for complaints-related service improvement initiatives with the Associate Director of Quality & Compliance
- Vital role in identifying and cascading organisational learning from complaints
- Key point of operational interface between the corporate complaints function and all stakeholders (internal and external)
- Dealing with delicate and confidential matters using sensitivity and judgement honed by significant experience of working in NHS complaints and customer care
- Providing complaints expertise to staff at all levels of the organisation, including in complaints management, identification of themes and trends, policies and processes and statistical analysis
- Using patient complaints, enquiries, and feedback to monitor the quality of hospital services, identify any problem areas and support the divisions with improvement interventions
- Producing timely and reliable complaints data for a range of Trust quality dashboards
- Providing high quality data for a range of regulatory and governance purposes (e.g., annual quality reports, CQC inspections, Clinical Commissioning Group contracts)
- Writing the Trust's Quarterly and Annual Complaints reports for the senior governance committees, including Trust Board
- Liaising with senior managers to identify and address service-level performance issues identified through patient feedback and complaints
- Promoting the importance of welcoming complaints and feedback from patients and the public in monitoring and improving hospital services
- Taking the lead for collecting and collating evidence to demonstrate compliance with the Care Quality Commission's standards on complaints management
- Ensuring appropriate mechanisms are in place to receive and act upon regular feedback from people about their experiences of using the Trust's complaints service - both staff and complainants
- Acting as a role model to the PALS & Complaints Team
- Responsible for the team's performance
- Direct line management the Trust's Complaints Manager
- Ensuring that all aspects of the team's work-streams are delivered to a high quality, within time and budget
- Developing the team's annual work plan and overseeing the delivery of this
- Overseeing the team's responses to Freedom of Information requests and formal complaints, where part or all of a complaint involves the PALS & Complaints Team
- Managing relationships with external agencies, including (but not limited to) clinical commissioning groups, other PALS and complaints teams, the Parliamentary & Health Service Ombudsman, Patients Association, Clinical Quality Commission, NHS England
- Providing support for frontline Trust staff with the resolution of complaints and/or patient related enquiries, in line with the Trust's policies
- Writing all necessary management reports to provide assurance to the Trust Board and commissioners, meet regulatory requirements and inform service developments Identify, write, and manage risks related to patient complaints
- Ensuring complete, accurate and up to date records are kept using the Datix database and all records required to meet the requirements of the Local Authority Social Service and NHS Complaints Regulations (2009)
- Ensuring all complaints and concerns are managed in a proportionate and customer focused manner in line with the Parliamentary and Health Service Ombudsman's Principles of Good Complaint Handling, Remedy and Good Administration
- Working with divisions to ensure robust evidence of completion of actions agreed complainants
- Working collaboratively with the Head of Performance Reporting to develop and maintain a data quality framework for complaints data, assuring the Trust Board of the accuracy and validity of the data it receives in respect of reported complaints
- Working collaboratively with the Experience of Care Team to develop an integrated approach to the analysis of patient feedback
- Proactively developing and improving the complaints service provided by the Trust.
- Developing and implementing initiatives to constantly improve complaints handling across the Trust, working in partnership with clinical divisions
- Promoting and disseminating organisational learning by the identification and collation of action plans and service improvements from the outcomes of complaints and concerns investigations
- Writing Trust-wide policies and standard operating procedures in respect of patient complaints
- Interpreting national guidance relating to patient complaints on behalf of the Trust and make recommendations in respect of their implementation
- Responsibility for the day-to-day control of expenditure within the PALS & Complaints Team and to consider budget implications around staff requirements
- Responsibility for the positive marketing of the service throughout the Trust and externally, emphasising openness and desire to learn - includes web-based presence and associated written materials.
Patient Support & Complaints Manager
NHS Trust
08.2008 - 01.2022
- Responsibility for delivering a high-quality integrated Patient Support and Complaints service throughout the NHS Trust, providing an identifiable and accessible service to assist patients and carers
- This includes supporting flexibility in roles for service provision whilst also providing responsive customer focussed approaches to patient support and/or complaints resolution
- Ensuring timely production of key reports
- Providing support and training to enable managers to satisfactorily investigate and respond to complainants, and to resolve the causes of complaints
- Responsibility for providing patient support and complaints training to staff at all levels of seniority across the Trust
Legal Administrator
09.2005 - 08.2008
Legal Secretary
05.2005 - 09.2005
- Computer literate and a good typist
- Discretion
- Excellent spelling and grammar
- Ability to meet deadlines under pressure
- Polite and helpful
- Accuracy and good attention to detail
Personal Assistant
Property Development Co
10.2002 - 05.2005
- Liaison with wide variety of third parties, including solicitors, surveyors, estate agents, investors
- Growth of client relationships
- Overhaul of company hard filing system and setting up of new computerised system
- Setting up computerised system for office budget and ensuring budget adhered to
- Successfully managing office, including diaries and events for Senior Director and Associate Director
- Updating and streamlining the way in which the office is run, including management of costs
Senior Underwriter
NPI
04.1995 - 08.2002
- Retirement Services
- Creation and maintenance of new Lending Policy and Procedures Manual for new Equity Release product
- Staff training in respect of the above
- Relationship Management of key professional third parties, including Surveyors, Sales Consultants, Solicitors, including selection and training of said third parties
- Training other members of staff on the checking of legal conveyance documentation relating to residential lending and associated liaison with solicitors
- Regularly standing in for immediate Manager
- Heading underwriting team and acting as senior point of contact for all complicated underwriting queries
Branch Manager
Woolwich Building Society
11.1988 - 04.1995
- Successfully running building society branch, including total responsibility for staff management, budgets, branch sales of mortgage and life products and underwriting or secured and unsecured lending
- Arrears management/counselling and complaints handling
- Business development, by way of building relationships with local estate agents, surveyors, etc
- Staff training
Supervisor
Toys R Us
09.1985 - 11.1988
- Re-design of store layouts, including production of plans and implementation of new plans
- Staff management - leadership of team
- Staff Training
Personal Injury Solicitors
- Ensuring the smooth running of the business by dealing with all aspects of administration for a team of personal injury solicitors and legal assistants
- Co-ordination and implementation of office procedures
- Excellent written and oral communication, word processing and typing, relevant skills such as IT, organisational and presentation skills
- Ability to multi-task and work well under pressure, often juggling several tasks at once
- Using a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel, etc., to produce correspondence and documents and maintain presentations, records, spreadsheets and databases
- Managing and maintaining budgets
- Liaising with staff in other departments and with external contacts
Education
Foundation Degree - Complaints and Investigations
Edexcel
November 2018
Skills
- All aspects of complaints management for a large NHS acute hospital trust
- Previous experience in banking complaints and arrears management/counselling
- Advice/support in a healthcare setting
- Strategic planning and service development
- Leadership in a senior management role
- Excellent communication skills
- Skilled in analysing complex data to produce detailed reports identifying themes and trends
- Confidence in dealing with stakeholders at all levels
- Planning and organisational skills
- Problem-solving skills
- Research skills
- Training development and delivery
- Dealing with diverse populations
- Calm under pressure
- Excellent attention to detail
Interests
Additional Information
- CURRENT SALARY £56,454
Timeline
Head, PALS & Complaints
University Hospitals Bristol & Weston NHS Foundation Trust
01.2022 - Current
Patient Support & Complaints Manager
NHS Trust
08.2008 - 01.2022
Legal Administrator
09.2005 - 08.2008
Legal Secretary
05.2005 - 09.2005
Personal Assistant
Property Development Co
10.2002 - 05.2005
Senior Underwriter
NPI
04.1995 - 08.2002
Branch Manager
Woolwich Building Society
11.1988 - 04.1995
Supervisor
Toys R Us
09.1985 - 11.1988
Personal Injury Solicitors
Foundation Degree - Complaints and Investigations
Edexcel
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