Divisional Complaints & Experience Lead

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

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.