Complaints Officer

University Hospitals Coventry and Warwickshire; Coventry; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare organization in Coventry is seeking a Complaints Officer to join their Patient Experience Team. This position will involve investigating and responding to complaints, supporting staff, and coordinating investigations. Previous experience in a healthcare environment and knowledge of the NHS Complaints procedure is essential. This role offers a chance to be part of a dedicated team with access to diverse learning and development opportunities.

Qualifications

• Previous experience within a health care environment and knowledge of the NHS Complaints procedure is essential.
• Evidence of ability to work within a team and support escalation and investigation processes.

Responsibilities

• Reviewing incidents and complaints received with appropriate escalation where required.
• Maintaining Datix electronic records for incidents, complaints and compliments.
• Coordinating and/or leading on the investigation of incidents and serious incidents.
• Drafting complaint responses.
• Supporting with the completion of reports for both internal and external stakeholders.
• Keeping up to date records.
• General office tasks.

Job description

Overview

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 new positions available due to internal promotions in the team. To work within our integrated Quality Department 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 responses on behalf of the Chief Executive Officer. To provide day-to-day guidance to all staff involved in complaints and investigation handling within the Trust.

Responsibilities

• Reviewing incidents and complaints received with appropriate escalation where required.
• Maintaining Datix electronic records for incidents, complaints and compliments.
• Coordinating and/or leading on the investigation of incidents and serious incidents.
• Drafting complaint responses.
• Supporting with the completion of reports for both internal and external stakeholders.
• Keeping up to date records.
• General office tasks.
• The successful applicant will be proficient in Microsoft Word/Outlook and be able to produce accurately typed documents, letters, reports and e-mail correspondence.
• Support the Complaints Co-ordinator and the wider team through ensuring accurate data is logged in a timely manner on DATIX.

Qualifications

• Previous experience within a health care environment and knowledge of the NHS Complaints procedure is essential.
• Evidence of ability to work within a team and support escalation and investigation processes.

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.