Vanessa Dawborn
Eynesbury ,St Neots
Summary
Experienced professional in healthcare, governance, and complaints management with a strong focus on regulatory compliance, including NHS policies and CQC requirements. Demonstrates up-to-date knowledge of data protection, safeguarding, and patient safety regulations. Skilled in identifying trends to support service improvements and providing training to staff on effective communication and complaint handling. Adept at supporting early resolution through patient and relative liaison, maintaining comprehensive records, and producing progress reports. Committed to ensuring confidentiality and professionalism in all communications while aiming to enhance service quality through strategic insights.
Overview
12
12
years of professional experience
1983
1983
years of post-secondary education
Work history
NHS Complaints Manager
East and North Hertfordshire NHS Trust
Hertford, Hertfordshire
10.2018 - Current
- Developed and established thorough complaints handling protocols for streamlined operations.
- Conducted internal audits to ensure compliance with regulatory guidelines.
- Reviewed recurring complaints and presented them during monthly meetings which led to problem solving at root level.
- Liaises with other departments to resolve complex complaints, enhancing interdepartmental communication.
- Streamlined the process of complaint logging, resulting in quicker resolution times.
- Resolves escalated customer complaints promptly to enhance overall satisfaction.
- Analyses trends in customer complaints for strategic planning purposes.
- Updates senior management on significant complaints and resolutions regularly, ensuring transparency in operations.
- Holds regular training sessions for staff members on effective communication techniques, raising overall team competence level.
- Facilitates weekly meetings to discuss ongoing issues and find solutions, fostering teamwork.
Complaints Officer
Circle MSK
Bedford, Bedford
11.2016 - 10.2018
- Streamlined complaint procedures for greater efficiency.
- Managed escalated customer issues for effective resolution.
- Built credibility with customers through empathetic listening skills, leading to higher trust level.
- Provided excellent service to customers with a positive and professional demeanor.
- Identified common patient complaints, suggesting proactive measures to management team for prevention.
Complaints Administrator
Hinchingbrooke Hospital
Huntingdon, Cambridgeshire
03.2014 - 11.2016
- Handled incoming phone calls and conducted face-to-face meetings with patients and relatives.
- Coordinated local resolution meetings to address concerns effectively.
- Managed general administrative tasks, including letter preparation.
- Increased efficiency of document retrieval with a well-organised filing system.
- Compiled essential data into useful spreadsheets enhancing overall understanding of themes and trends.
Education
NVQ Level 3 - Health care
Bond Solon Complaints Handling
Nottingham 03.2017 - 03.2017
A-Levels - English
Longsands
Saint Neots, Cambridgeshire 06.1982 - 06.1982
GCSEs - MATHS
Longsands
Saint Neots, Cambridgeshire 06.1982 - 06.1982
GCSEs - Biology
Longsands
Saint Neots, Cambridgeshire /1982 - 06.1982
GCSEs - French
Longsands
Saint Neots, Cambridgeshire 06.1982 - 06.1982
Skills
- Experienced in healthcare, governance and complaints management
- Regulatory compliance with 2009 social and health care guidelines, NHS policies, CQC requirements
- Up to date knowledge of regulatory changes including data protection, safeguarding and patient safety
- Identify trends and recurring issues to support service improvements
- Provides training and guidance to staff on handling complaints and communication with patients
- Supports early resolution by liaising with patients and relatives
- Provides timely written responses and maintain comprehensive records of all complaints and outcomes
- Produces reports monitoring progress
- Ensures confidentiality and professionalism in all communications
Timeline
NHS Complaints Manager
East and North Hertfordshire NHS Trust
10.2018 - Current
NVQ Level 3 - Health care
Bond Solon Complaints Handling
03.2017 - 03.2017
Complaints Officer
Circle MSK
11.2016 - 10.2018
Complaints Administrator
Hinchingbrooke Hospital
03.2014 - 11.2016
A-Levels - English
Longsands
06.1982 - 06.1982
GCSEs - MATHS
Longsands
06.1982 - 06.1982
GCSEs - French
Longsands
06.1982 - 06.1982
GCSEs - Biology
Longsands
/1982 - 06.1982