Clinical Complaints Officer

NHS; London; On-site; GBP 54,000 - 61,000; Full time

Job summary

Homerton Healthcare NHS Foundation Trust is looking for two Clinical Complaints Officers to manage and review patient complaints effectively. The role requires a registered healthcare professional to enhance patient experience by translating complaints into actionable improvements. This is a full-time permanent position offering a competitive salary within an outstanding organization.

Benefits

Comprehensive benefits package

Supportive work environment

Opportunities for professional development

Qualifications

• Must be a registered healthcare professional with NMC or HCPC.
• Experience in clinical governance processes.
• Evidence of continuing professional development.

Responsibilities

• Investigate and review patient complaints effectively.
• Engage with patients and families to provide support.
• Work with the patient experience team to improve complaint handling.

Skills

Analytical skills

Presentation skills

Clinical governance knowledge

Education

Masters level in Nursing, Midwifery or Allied Health Profession

Job description

Job summary

Homerton Healthcare are excited to offer a new opportunity to clinical staff who are looking to move into corporate roles. We have two new clinical complaints officers and are thrilled to welcome new members of staff into the team. As part of our patient experience team not only will you be managing complaints for the clinical divisions but you will also have a focus on what we are learning from our complaints and how that learning can be translated into action to improve the patient's experience. Your focus will also be ensuring that as a team and as a division, we are engaging with our patients meaningfully and involving them in our developments and improvements. If you are a registered health care professional and are looking for a change then this job might be for you.

The Clinical Complaints Officer will take the lead in investigating and reviewing complaints on behalf of the Trust, supporting patients, families, and staff through the process of a complaint. The post holder will conduct thorough investigations into patient complaints ensuring Being Open principles are applied. When engaging with those affected, the purpose is to provide explanation and support through the process. This role will include dealing with and providing support to individuals who are likely upset, angry and possibly deeply distressed.

***The applicant must have a clinical background and must be a registered professional either with the NMC or the HCPC. ***

Main duties of the job

Investigations of Complaints:

• Work with the patient experience lead to ensure we respond to complaints well and on time
• To improve the trust complaint response time
• To improve service user involvement within the trust to better our services and to gather meaningful input into service delivery etc.

About us

Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, The City and beyond.

We are extremely proud of the fact that Homerton Hospital has recently attained the highest possible rating of "Outstanding" from the Care Quality Commission (CQC).

Our integrated Trust provides comprehensive hospital and community health services for its local population and a range of specialist services for a wider group of patients. In addition, the Trust manages services out of St Leonard's Hospital and the Mary Seacole Nursing Home.

Homerton aims to ensure equality and value diversity, and we are committed to inclusion for all of our staff. This is reflected in our policies, procedures and People Plan. All of our staff are expected to embody our Trust values at all times.

We are also committed, through our Fair Recruitment Standards, to ensuring all applicants are treated fairly.

Homerton has a proud tradition of supporting and developing its staff, including its well-regarded and valued nursing community, and all staff are able to take advantage of a great range of benefits.

Homerton is proud to have been included on the HSJ & Nursing Times Best Places to Work list.

Details Date posted

07 July 2025

Pay scheme

Agenda for change

Band

Band 7

Salary

£54,320 to £60,981 a year p.a. incl.

Contract

Permanent

Working pattern

Full-time

Reference number

293-CSEP-0570

Job locations

Homerton hospital

Homerton row

London

E9 6SR

Job description Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both documents please view the attachment/s on this page

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Job description Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both documents please view the attachment/s on this page

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Person Specification Education / Qualifications Essential

• Educated to Masters level or equivalent experience in Nursing, Midwifery or an Allied Health Profession. (Must be registered)

Skills/ Abilities Essential

• Knowledge and experience of clinical governance processes, with an ability to challenge and question clinical practice of all members of the multiprofessional team.
• Ability to analyse and rigorously review aspects of the patient's care pathway, interpreting information and using knowledge and judgement to provide personalised responses to complaints, including recommendations of modifications to practice where necessary
• Analytical skills and the ability to draw qualitative and quantitative data from a wide range of sources to form appropriate conclusions and present in a clear concise manner.
• Excellent presentation skills and the ability to present data and information in user friendly formats.

Experience / Knowledge Essential

• Expertise in completion of systems based investigations.
• Experience of working collaboratively with patients/ services/ stakeholders to improve the quality of services.
• Evidence of post qualifying and continuing professional development
• Clear understanding of the bereavement process.

Trust Values, Equal Opportunities & Other Requirements Essential

• Understanding and demonstration of the Trust Values

Person Specification Education / Qualifications Essential

• Educated to Masters level or equivalent experience in Nursing, Midwifery or an Allied Health Profession. (Must be registered)

Skills/ Abilities Essential

• Knowledge and experience of clinical governance processes, with an ability to challenge and question clinical practice of all members of the multiprofessional team.
• Ability to analyse and rigorously review aspects of the patient's care pathway, interpreting information and using knowledge and judgement to provide personalised responses to complaints, including recommendations of modifications to practice where necessary
• Analytical skills and the ability to draw qualitative and quantitative data from a wide range of sources to form appropriate conclusions and present in a clear concise manner.
• Excellent presentation skills and the ability to present data and information in user friendly formats.

Experience / Knowledge Essential

• Expertise in completion of systems based investigations.
• Experience of working collaboratively with patients/ services/ stakeholders to improve the quality of services.
• Evidence of post qualifying and continuing professional development
• Clear understanding of the bereavement process.

Trust Values, Equal Opportunities & Other Requirements Essential

• Understanding and demonstration of the Trust Values

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Additional information Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details Employer name

Homerton Healthcare NHS Foundation Trust

Address

Homerton hospital

Homerton row

London

E9 6SR

Employer's website

https://www.homerton.nhs.uk/ (Opens in a new tab)

Employer details Employer name

Homerton Healthcare NHS Foundation Trust

Address

Homerton hospital

Homerton row

London

E9 6SR

Employer's website

https://www.homerton.nhs.uk/ (Opens in a new tab)