Divisional Complaints Coordinator

London North West Healthcare NHS Trust; Greenhill; On-site; GBP 26,000 - 32,000; Full time

Job summary

London North West University Healthcare NHS Trust is seeking a highly organised individual to join the Divisional Governance Team on a 6-month secondment to lead and coordinate patient complaints and concerns.

You will draft responses, support directorates, manage correspondence, and maintain the Datix module, ensuring investigations are thorough and aligned with national guidance and Trust policies. Strong communication and governance skills are essential.

Qualifications

• Excellent communication and organisational skills.
• Experience with complaints handling, governance or patient safety is desirable.

Responsibilities

• Lead and coordinate the management of patient complaints and concerns within the divisional governance framework.
• Draft complaint responses on behalf of the Divisional Governance Team.
• Maintain the Datix complaints module and ensure investigations are thorough and aligned with national guidance and Trust policies.
• Liaise with patients, complainants, staff at all levels and external organisations to facilitate timely resolutions.

Job description

We are seeking a highly organised and motivated individual to join the Divisional Governance Team on a 6-month secondment to lead and coordinate the management of patient complaints and concerns. The post holder will work closely with the Trust Complaints Team, clinical and operational services to ensure complaints are investigated thoroughly, responded to promptly and managed in line with national guidance and Trust policies. Key responsibilities include drafting complaint responses on behalf of the Divisional, providing expert advice and support to directorates, managing divisional correspondence, maintaining the Datix complaints module, and identifying opportunities for learning and service improvement. This is an excellent development opportunity for someone with strong communication, organisational and governance skills who is passionate about improving patient experience and quality of care., The post holder will be responsible for ensuring that complaints received within the Division are registered accordingly and an appropriate investigation and response is completed. This will involve liaising with patients and complainants, staff at all levels within the organisation as well as various external organisations and stakeholders. To assist in managing correspondence received and facilitate a speedy and informal resolution of low level problems and concerns raised by service users. To also assist in ensuring that complaint investigations have been thoroughly completed and answered and review and draft response letters to complainants.

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond. Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people. We run major acute services at:

• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark's Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.

We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.