Divisional Complaints Coordinator

London North West Healthcare NHS Trust; Harrow; On-site; GBP 30,000 - 38,000; 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. The post holder will lead and coordinate the management of patient complaints, working with the Trust Complaints Team and clinical services to ensure thorough investigations and timely responses.

The role involves liaising with patients, staff at all levels, and external organisations, drafting responses, and identifying learning opportunities

Qualifications

• Strong communication skills
• Excellent organisational skills
• Governance awareness and patient experience focus

Responsibilities

• Draft complaint responses on behalf of the Divisional team.
• Liaise with patients, complainants, and staff at all levels to facilitate investigations.
• Maintain and utilise the Datix complaints module for tracking and reporting.
• Provide expert advice and support to directorates on complaints handling.
• Assist in managing divisional correspondence and ensure timely responses.

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.

For further details / informal visits contact: Name: Cindy Marudamuthu Job title: Head of Nursing Email address: [e-mail] Telephone number: 07773220386