Complaints Officer

Portsmouth Hospitals University NHS Trust; Tipner; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

On-site Nursery

Beach Hut access

Wellness Centre (gym and pool)

Staff networks: LGBTQ, Race Equality,

Job summary

Portsmouth Hospitals University NHS Trust is seeking a diligent administrator to support the complaints team across related sites. You will assist in handling patient concerns, liaise with MPs and external bodies, and help prepare reports on formal complaints.

The role covers Datix-based admin tasks, email and telephone inquiries, and delivering timely responses within statutory deadlines while supporting leadership across the Trust and Isle of Wight NHS Trust collaboration.

Qualifications

• Experience handling complaints and responding to patients within deadlines.
• Administrative support experience, including database management (Datix) and photocopying/scanning.
• Ability to produce timely, accurate reports on formal complaints and identify trends.
• Provide advice to patients, relatives, visitors, MPs, advocates, external NHS organisations and Trust staff on complaints handling and PALS concerns.

Responsibilities

• Provide excellent customer care to patients and relatives with concerns.
• Work with the Chief Executive to achieve statutory complaints deadlines.
• Provide admin support to the complaints team, including Datix data management and scanning photocopying.
• Offer guidance to patients and other stakeholders on formal complaints and PALS handling.
• Produce timely reports on formal complaints, flag emerging themes to the Complaints Manager.
• Answer telephone and email enquiries while supporting visitors.

Skills

Customer care

Complaints handling

Administrative support

Datix

Reporting

Stakeholder support

Tools

Datix

Job description

• To provide an excellent standard of customer care support to patients and relatives who have raised concerns about the treatment provided at the Trust.
• To work as part of a team on behalf of the Chief Executive in achieving the statutory requirements of complaints handling within required deadlines.
• To help provide a high standard of administrative support to the complaints team, including maintaining database system (Datix), scanning and photocopying.
• Provide advice and support to patients, relatives, visitors, MPs, advocates, external NHS organisations and Trust staff on the handling of formal complaints and PALS concerns.
• Provide support in the production of timely and accurate reports on formal complaints, identifying any emerging trends or themes, and ensuring these are escalated to the Complaints Manager.
• Provide advice and support to all visitors and dealing with telephone and email enquiries.
  Working as a partnership, both Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this.

The single corporate service is delivered across both organisations. You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally. The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery, access to our free Beach Hut for those long summer days, our on-site Wellness Centre including a gym and a swimming pool, access to our fantastic staff networks including LGBTQ, Race Equality and DisAbility, and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.