Patient Affairs & Complaints Specialist

NHS Ayrshire & Arran; Santiago; Presencial; CLP 35.865.000 - 57.641.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

NHS pension

35 days annual leave

Descripción de la vacante

NHS Lanarkshire is seeking a dedicated professional to support the Patient Affairs and Complaints Lead in coordinating the organisation’s complaints processes. You will provide specialist advice on the CHP and support compliance with policy requirements.

Responsibilities include triaging and investigating complaints, coordinating responses to the SPSO, analysing data for themes and risks, and reporting performance to governance committees. Typical hours are 9am–5pm, Monday to Friday.

Formación

• Experience in NHS or equivalent customer care/complaint handling environment.
• Experience working in multidisciplinary teams.
• Good working knowledge of the national Complaints Handling Procedure.
• Good knowledge of medical terminology.
• Good working knowledge of FOI Act, Data Protection Act, Duty of Candour, Patient Confidentiality, Patient Consent, Access to Records and Advocacy Services.

Responsabilidades

• Triaging and investigating complaints, coordinating responses through to SPSO level.
• Analyse complaints data to identify themes, risks and learning opportunities.
• Report organisational performance against SG indicators to governance committees and management teams.
• Manage a mixed caseload of complaints and patient correspondence autonomously.

Conocimientos

NHS setting experience

Multidisciplinary teams

Complaints Handling Procedure

Medical terminology

Policy knowledge (FOI / DPIA / Duty of

Educación

Degree level

Descripción del empleo

NHS Lanarkshire is seeking a dedicated professional to support the Patient Affairs and Complaints Lead in coordinating the organisation’s complaints processes. You will provide specialist advice on the CHP and support compliance with policy requirements.

Responsibilities include triaging and investigating complaints, coordinating responses to the SPSO, analysing data for themes and risks, and reporting performance to governance committees. Typical hours are 9am–5pm, Monday to Friday.