Complaints Officer

TN United Kingdom; London; On-site; GBP 34,000 - 45,000; Full time

Job summary

An established industry player is seeking a dedicated Complaints Officer to enhance patient satisfaction and manage complaints effectively. This role is pivotal in ensuring that patient feedback is addressed promptly and appropriately, contributing to the overall quality of care. You'll work closely with the Clinical Governance team, utilizing your strong customer service background to communicate effectively with patients and staff alike. Join a supportive environment where your contributions will help shape a better healthcare experience for all. If you are passionate about patient care and have a knack for resolving issues, this is the perfect opportunity for you.

Qualifications

• Experience in patient experience or complaints handling is essential.
• Proven customer service experience, preferably in healthcare or hospitality.

Responsibilities

• Manage all complaints and feedback administration across the clinic.
• Ensure timely responses to complaints in line with best practices.

Skills

Patient experience

Customer service

Collaborative working

Data Protection Act knowledge

Healthcare systems knowledge

Complaints handling best practices

Tools

Datix risk management system

Job description

We have an exciting opportunity for an experienced Complaints Officer to join our Clinical Governance team here at The London Clinic, on a 12 month fixed term opportunity. This is a band 5 role, with a competitive salary between £34,714 - £44,458.

About us

Established in 1932, The London Clinic is one of the UK’s largest private hospitals, with 8 state-of-the-art facilities located in the heart of London’s medical community around Harley Street. We have circa 1350 employees, and we are dedicated to providing our patients with expert, individualised treatment and care. The London Clinic has a supportive and warm working culture where your contribution is valued, and you can help us deliver our three core values of “We go further”, “We work as one” and “We personalise care.”

Job Profile

Reporting to the Head of Quality and Patient Experience, this is a key role in our healthcare governance function and will be responsible for working within a team dedicated to the day to day handling of complaints, concerns, patient satisfaction surveys and supporting teams to provide local resolution. The Complaints Officer will play a significant role in providing an exemplary complaints service for our patients - putting things right when they go wrong - and for providing appropriate support to colleagues in responding to issues. Your responsibilities will also include:

• Managing the administration of all complaints, feedback and comments across The London Clinic via Datix risk management system.
• Ensuring all enquiries are acknowledged and responded to within the required timeframes and in-line with Independent Sector Complaints Adjudication Service (ISCAS) code of best practice.
• Communicating with and supporting patients and visitors via telephone calls and emails according to their preference and to provide the most responsive service.
• Working with the Patient Relationship Manager and Deputy Patient Experience Manager to co-ordinate the complaints investigation process and providing swift and thorough review of all patient complaints.
• Drafting responses to complaints via email and letter with support from Patient Relationship Manager and Deputy Patient Experience Manager.

Skills & Experience

• Experience working in patient experience or complaints or customer service roles.
• Proven experience in a customer facing environment – healthcare or hospitality preferred.
• Experience of collaborative working (e.g. with clinicians in health care settings).
• Experience of working in accordance with the Data Protection Act, GDPR and Caldicott principles.
• Knowledge of healthcare systems and processes.
• Knowledge of best practice in complaints handling.

The London Clinic has charitable status which is fundamental to our identity and how we operate, enabling our teams to invest in treatments, technology and facilities that benefit our patients, staff and the wider community.

We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy then please contact a member of our recruitment team.

The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups.