Complaints Officer

University Hospitals Coventry and Warwickshire (UHCW) NHS Trust; Coventry; On-site; GBP 26,000 - 36,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust is seeking a Complaints Officer to join the Patient Experience Team. You will handle formal complaints, support investigations, and ensure responses are issued within required timescales, liaising with patients and staff across wards and departments.

The role requires NHS complaints experience, proficiency in Microsoft Word/Outlook, and accurate document drafting.

Qualifications

• Previous experience within a health care environment and NHS complaints procedures.
• Ability to draft accurate complaint responses with attention to detail.
• Proficiency in Word/Outlook and producing typed documents, letters and reports.

Responsibilities

• Review incidents and complaints with appropriate escalation where required.
• Manage caseload and follow complaint processes and escalation procedures.
• Maintain Datix electronic records for incidents, complaints and compliments.
• Liaise with complainants and coordinate review of complaints and incidents.
• Draft complaint responses and participate in complaints meetings.
• Support with completion of internal and external reports and maintain records.

Skills

NHS complaints experience

Microsoft Word

Microsoft Outlook

Case management

Communication skills

Tools

Datix

Job description

Are you looking to try a new role and a new challenge?

Why not consider joining the Patient Experience Team as a Complaints Officer. We have a new position available in the Team for someone with experience in handling and processing formal complaints.

To work within our integrated Quality Department, supporting patients and their relatives to ensure complaints and enquiries are investigated and responded to within national and locally set timescales. To support senior members of staff and all wards and departments to enable timely and high quality investigations and provide responses on behalf of the Chief Executive Officer. In addition, provide day‑to‑day guidance to all staff involved in complaints and investigation handling within the Trust.

The Job Role Will Include

• Reviewing incidents and complaints received with appropriate escalation where required.
• Managing a caseload and following complaint process and escalation procedures
• Maintaining Datix electronic records for incidents, complaints and compliments
• Liaising with complainants
• Coordinating and/or leading on the review of complaints and incidents
• Drafting complaint responses
• Participating in complaints meetings
• Supporting with the completion of reports for both internal and external stakeholders
• Keeping up to date records
• Previous experience within a health care environment and a working knowledge of the NHS Complaints procedure is essential.
• General office tasks
• The successful applicant will have NHS Complaints experience and be proficient in Microsoft Word/ Outlook and be able to produce accurately typed documents, letters, reports and e‑mail correspondence.
• Supporting the Complaints Coordinator and the wider team through effective case management

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

We are proud to be recognised as a Pathway to Excellence designated organisation – please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.

The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.

For further details / informal visits contact: Name: Jacqui Butler Job title: Complaints Co‑ordinator Email address: [e-mail] Telephone number: 024 7696 5044

Please contact me for an informal discussion.