Complaints Investigation Lead – Patient Experience

Transformation Unit; East Midlands; Hybrid; GBP 58,000 - 65,000; Full time

Job summary

University Hospitals of Derby and Burton NHS Foundation Trust is seeking a Complaints Investigating Lead to provide senior leadership and oversight of the organisation’s response to formal complaints within the Patient Experience and Insight team.

The post holder will lead Complaints Investigators, ensure compassionate investigations, and drive learning and improvement while ensuring compliance with NHS complaints standards and national requirements.

Qualifications

• Experience of operationally leading staff or a specialist function.
• 1
• 2

Responsibilities

• Provide day-to-day operational leadership for the complaints investigation function.
• 72 chars
• Maintain oversight of the complete investigation portfolio and manage risk.
• 64 chars
• Lead an allocated caseload from planning through to closure of investigations.
• 75 chars
• Provide supervision and coaching to colleagues to ensure fair practice.
• 68 chars
• Quality assure investigation outputs and ensure empathetic, accessible responses.
• 83 chars
• Communicate with complainants, ensuring reasonable adjustments are met.
• 68 chars

Skills

Operational leadership

Caseload management

Quality assurance

Stakeholder communication

Leadership

Education

Degree level qualification

Complaints handling training

Professional leadership development

Investigation/quality assurance qualification

Coaching/supervision qualification

Job description

University Hospitals of Derby and Burton NHS Foundation Trust is seeking a Complaints Investigating Lead to provide senior leadership and oversight of the organisation’s response to formal complaints within the Patient Experience and Insight team.

The post holder will lead Complaints Investigators, ensure compassionate investigations, and drive learning and improvement while ensuring compliance with NHS complaints standards and national requirements.