Clinical Complaints Case Manager

The Shrewsbury and Telford Hospital NHS Trust; Greater London; On-site; GBP 40,000 - 52,000; Full time

Job summary

The Shrewsbury and Telford NHS Trust is seeking a dedicated professional to manage formal patient complaints and drive improvements in care. You will analyse issues, coordinate investigations, and ensure timely responses to families and staff with tact and empathy.

Join a team committed to compassionate patient experience, handling sensitive information with discretion, and communicating progress clearly to complainants and clinical teams.

Responsibilities

• Manage a caseload of formal complaints in line with national and local policy.
• Analyse all complaints on receipt to identify key issues for investigation.
• Undertake investigations of formal complaints, ensuring fairness and proportionate handling.
• Monitor progress and deadlines, keeping complainants informed at each stage.
• Draft letters in response to formal complaints on behalf of the Chief Executive, ensuring clarity and accuracy.

Job description

Job Overview

Are you seeking a change of role where you can have a positive impact upon the patient experience and where no two days are the same? If so, then this may be the role for you. The Patient Services team provides an accessible and responsive complaints service, ensuring that all complaints are fully investigated, and used to improve the care we deliver. In this challenging post, you will join a team that aims to resolve complaints, and uses the feedback obtained to influence and improve the patient experience. Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives and staff to ensure that complaints are investigated and improvement is embedded.

The postholder will be responsible for managing a caseload of formal complaints, in line with national and local policy, ensuring that all elements are fully investigated and responded to.

Main duties of the job

• Responsible for the management of a caseload of formal complaints in line with national and local policy
• To analyse all complaints on receipt identifying key issues for investigation
• Undertake investigations of all formal complaints, some of which are highly complex, ensuring that the investigation is fair, thorough and proportionate to the complexity of the complaint
• Monitor the progress of complaint investigations within the caseload ensuring that all deadlines are met. To identify problems at an early stage and ensure that complainants are informed of the progress at each stage of the process
• Draft letters in response to formal complaints of mixed complexity, on behalf of the Chief Executive, interpreting information obtained during the investigation process, and pulling infomration from clinical records. Ensure the accuracy of information, that all issues raised by the complainant are addressed in full and that information is written in a language that the reader can understand. Communicate sensitive or contentious information with tact, diplomacy and understanding

Working for our organisation

Our Poppy’s Promise Commitment

We believe that compassionate care sits at the heart of everything we do. Every member of our team — clinical or non-clinical — plays a vital role in ensuring that patients, families, and colleagues are treated with dignity, empathy, and respect at all times.

We expect all staff to demonstrate compassion not only through their words, but through their actions: by listening attentively, communicating clearly and kindly, and recognising individual needs, feelings, and circumstances of those in our care.

Effective communication is central to safe and high-quality healthcare. We value colleagues who take the time to understand others, explain information in a meaningful way, and respond to concerns with patience and understanding.

By joining our team, you are committing to uphold these values — ensuring that every patient feels heard, respected, and valued, and that compassion is embedded in every interaction, every day.

Detailed Job Description And Main Responsibilities

For full duties and responsibilities of this role, please refer to the attached document entitled Job Pack.