Divisional Patient Experience & Complaints Lead

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

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