Rick Holden Email and Phone Number

Overseeing the Primary Care Complaints Team within the Patient Services Department

Responsible for running the NHS complaints function and health enquiries from the Mayor's office. Working with the national team to develop policy and run training to primary care providers on the complaints process.

Responsible for bringing the complaints function in house from an outsourced organisation, setting up the new team and processes in line with national regulations, and the day to day running of the team and complaints function within Greater Manchester. Also responsible for the handling of health enquiries for the Mayor's office.

Collating and analysing data from a number of sources to gain assurance on the position of local health providers and providing reports to Directors and Region.Liaising with senior staff in local Clinical Commissioning Groups, CQC, Monitor, TDA and Providers.Overview of local Continuing Healthcare Arrangements and working with the Transforming Care Agenda with local CCGs and Specialised Commissioning.Programme management of the monthly Quality Surveillance Group meeting involving executive level staff from all aspects of the local health economy, including collation of data and reports to present to the meetingLeading various projects involving clinical quality, patient safety and patient experience across the Lancashire and Greater Manchester health economy.Leading the Regional Patient Safety and Experience Leads Staff Forum

Collating and analysing data from a number of sources to gain assurance on the position of local health providers and providing reports to DirectorsLiaising with senior staff in local Clinical Commissioning Groups, CQC, Monitor, TDA and ProvidersManagement and analysis of Serious Untoward IncidentsProgramme management of the monthly Quality Surveillance Group meeting involving executive level staff from all aspects of the local health economy, including collation of data and reports to present to the meetingDissemination of national alerts to appropriate local health bodiesLeading the Regional Patient Safety and Experience Leads Staff Forum

Managing complaints received by the PCT, and later NHS Merseyside as a whole. Ensuring that investigations were completed to an appropriate standard, and managing the overall complaints process.Liaising with internal and external stakeholders including primary care, secondary care, mental health and community providers; and the OmbudsmanProduction of monthly reports for the Executive Team

Assessing second stage NHS complaints to decide whether they should be accepted for investigation

Dealing with second stage NHS complaints, and leading on NHS Continuing Healthcare appeals. Was a member of the Department of Health Steering Group for Continuing Healthcare to implement the National Framework for Continuing Care FundingAssisted in leading a project to implement a new way of working which was ultimately rolled out across the organisationQuality assurance of response letters within the project team and management of project team staff

Leading a team of 15 people in a busy call centre environment, dealing with complex health realted enquiriesManagement of departmental overtime and incentive budgets for over 70 peopleLed on a number of quality improvement projects