Autonomous Patient Complaints Investigator

NHS; Doncaster; On-site; GBP 40,000 - 48,000; Full time

Benefits offered by this job

NHS Pension Scheme

Generous holiday entitlement

Health and wellbeing support

NHS Car Lease schemes

Salary sacrifice schemes

Discounts on restaurants and shopping

Job summary

Doncaster & Bassetlaw Teaching Hospitals NHS FT is seeking a Complaints Investigator/Coordinator to lead investigations into patient complaints within the Patient Complaints and Feedback Team. You will gather evidence, analyse information, and prepare comprehensive reports for the Chief Executive, promoting openness and continuous improvement across the Trust.

The role requires strong communication, independent working style and ability to influence teams while ensuring patient-centered care and

Qualifications

• Significant experience of complaint handling and investigation.
• Experience of managing a complex caseload.
• Experience of undertaking investigations and producing detailed reports.
• Experience of analysing complex information from multiple sources.
• Experience of writing executive‑level correspondence.
• Experience of working with senior clinicians and managers.
• Knowledge of NHS Complaints Regulations.
• Knowledge of PHSO Principles of Good Complaint Handling.
• Understanding of Root Cause Analysis methodologies.
• Understanding of governance, risk and patient safety processes.
• Experience investigating Serious Incidents.
• Experience within an NHS governance environment.
• Experience of complaint management systems including Datix.
• Knowledge of Duty of Candour requirements.
• Knowledge of safeguarding processes.

Responsibilities

• Manage a caseload of patient complaints, ensuring investigations are thorough, sensitive and compliant with NHS regulations.
• Investigate complex complaints, gather and analyse evidence, review records and prepare high-quality response reports.
• Liaise with patients, families and staff to ensure concerns are understood and addressed.
• Support timely resolution, identify themes, promote learning, and contribute to service improvements.
• Provide advice on complaints handling and support cases escalated to external bodies.

Skills

Complaint handling

Investigation

Report writing

Governance

Root Cause Analysis

Analytical thinking

Stakeholder management

Education

Degree level qualification

GCSE English and Maths

Governance/quality improvement qualification

Root Cause Analysis training

CPD evidence

Tools

Datix

Job description

Doncaster & Bassetlaw Teaching Hospitals NHS FT is seeking a Complaints Investigator/Coordinator to lead investigations into patient complaints within the Patient Complaints and Feedback Team. You will gather evidence, analyse information, and prepare comprehensive reports for the Chief Executive, promoting openness and continuous improvement across the Trust.

The role requires strong communication, independent working style and ability to influence teams while ensuring patient-centered care and