Patient Experience & Complaints Manager
NHS Scotland
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Descripción de la vacante
NHS Lanarkshire is seeking a dedicated Complaints Officer to support the Patient Affairs and Complaints Lead in coordinating the NHS Complaints Handling Procedure, triaging and investigating complaints, and guiding responses to the Scottish Public Services Ombudsman. You will analyse data, identify themes and risks, and report performance to governance bodies.
The role is Monday to Friday, 9am to 5pm, offering opportunities to improve patient care within a collaborative NHS environment.
Formación
- Educated to degree level with relevant experience in NHS or comparable customer care/complaints setting.
- Experience working with multidisciplinary teams and understanding CHP processes.
- Knowledge of medical terminology and relevant statutory acts.
Responsabilidades
- Support CHP adherence and coordinate CHP processes.
- Triaging and investigating complaints and guiding responses to SPSO.
- Analyse complaints data to identify themes, risks and learning.
- Report performance against government indicators to governance bodies.
- Manage a mixed caseload with appropriate guidance when needed.
Conocimientos
Educación
Descripción del empleo
NHS Lanarkshire is seeking a dedicated Complaints Officer to support the Patient Affairs and Complaints Lead in coordinating the NHS Complaints Handling Procedure, triaging and investigating complaints, and guiding responses to the Scottish Public Services Ombudsman. You will analyse data, identify themes and risks, and report performance to governance bodies.
The role is Monday to Friday, 9am to 5pm, offering opportunities to improve patient care within a collaborative NHS environment.
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