Complaints Officer

NHS; Cambridge; On-site; GBP 29,000 - 33,000; Full time

Job summary

A healthcare provider is seeking a compassionate and organized Complaints Officer to manage and resolve patient complaints at their GP Practice. The role emphasizes maintaining high standards of patient care, effective communication, and compliance with NHS guidelines. Candidates should have experience in complaints handling and a strong understanding of patient rights. This full-time position offers a competitive salary based on experience.

Qualifications

• Previous experience in complaints handling is essential.
• Strong understanding of complaints procedures and data protection regulations.
• Excellent communication skills, both written and verbal.

Responsibilities

• Receive, acknowledge, and investigate patient complaints promptly.
• Liaise with patients and clinical staff to gather complaint details.
• Provide clear communication with patients throughout the process.

Skills

Complaints handling

Effective communication

Organizational skills

Education

Relevant qualifications in customer service

Tools

Microsoft Office

Patient record systems

Job description

Overview

Granta Medical Practices has been formed with the merger of five of the largest Practices in South Cambridgeshire. We provide medical services to 59,000 patients with a dedicated and enthusiastic team of clinicians and support staff over 6 sites. We are pioneers in gaining the advantages of scale whilst maintaining the best of site based work in smaller teams. Our PCN was formed following the partnership-merger of several highly respected practices into a single practice. We aim to look after our population like traditional general practice but with the resources of a fully integrated PCN consistently behind you. Our multidisciplinary cross site team helps guide the right issue to the right professional first time enabling GPs to enjoy being GPs. We are just the right size and are committed to shaping and delivering excellence in primary care for our patients whilst being sustainable and rewarding for our fantastic team. We are proud to be one of a select percentage of practices nationally to hold a CQC outstanding rating over sequential inspection cycles.

Job summary

We are seeking a compassionate, organised, and proactive Complaints Officer to join our GP Practice team. In this role, you will be responsible for managing and resolving patient complaints efficiently, ensuring a high standard of patient care and service quality. You will act as a key liaison between patients, clinical staff, and management to address concerns and improve overall patient satisfaction.

Details

Date posted: 03 September 2025

Pay scheme: Other

Salary: £29,250 to £33,000 a year depending on experience

Contract: Permanent

Working pattern: Full-time

Reference number: A0089-25-0004

Job locations: London Road, Sawston, Cambridge, CB22 3HU

Job responsibilities

• Receive, acknowledge, and investigate patient complaints in a timely and professional manner.
• Liaise with patients, clinical staff, and external bodies to gather relevant information regarding complaints.
• Provide clear, empathetic communication with patients throughout the complaints process.
• Ensure complaints are handled in accordance with NHS guidelines, GDPR, and practice policies.
• Prepare detailed reports on complaints trends and outcomes for the CEO and clinical team.
• Identify patterns in complaints and recommend service improvements to reduce recurrence.
• Support clinical staff with training or guidance on handling patient concerns.
• Maintain accurate records of complaints, investigations, and outcomes.
• Work collaboratively with the wider practice team to uphold high standards of patient care and confidentiality.
• Attend relevant meetings and contribute to continuous quality improvement initiatives.

Confidentiality

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality

The post-holder will strive to maintain quality within the Practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication

• The post-holder should recognise the importance of effective communication within the team and will strive to:
• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize peoples needs for alternative methods of communication and respond accordingly

Person Specification

Qualifications

• Essential: Previous experience in complaints handling.
• Essential: Strong understanding of complaints procedures, patient rights, and data protection regulations.
• Essential: Excellent communication skills, both written and verbal, with the ability to handle sensitive situations tactfully.

Desirable

• Experience preferably in a healthcare setting such as a GP Practice or NHS environment.
• Strong understanding of NHS.
• Empathy, patience, and the ability to remain calm under pressure.
• Strong organizational skills with attention to detail and the ability to manage multiple cases simultaneously.
• Problem-solving skills and the ability to recommend effective solutions.
• Proficiency in IT, including Microsoft Office and patient record systems.
• Relevant qualifications or training in customer service, complaint handling, or healthcare administration are desirable.

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.

Employer details

Employer name: Granta Medical Practices

Address: London Road, Sawston, Cambridge, CB22 3HU

Employer's website: Granta Medical Practices (no link)