Lead, Complaints Investigation & Patient Experience

University Hospitals of Derby and Burton NHS Foundation Trust; East Midlands; On-site; GBP 52,000 - 65,000; Full time

Benefits offered by this job

Development opportunities

Leadership development

Staff benefits including employee ass.

Job summary

University Hospitals of Derby and Burton NHS Foundation Trust invites an experienced Complaints Investigating Lead to join the Patient Experience and Insight team. You will provide senior leadership, oversee formal complaint investigations and champion compassionate, person-centred responses across the Trust.

You will supervise Band 7 Investigating Officers, assure quality of investigations, and ensure learning informs service improvement and regulatory compliance.

Responsibilities

• Provide day-to-day operational leadership for the corporate complaint's investigation function, translating priorities into workload allocations, milestones and standards for the Band 7 Complaints Investigating Officers.
• Maintain oversight of the complete investigation portfolio, reviewing caseload, risk, timeliness, dependencies and capacity; intervene early and elevate barriers or risks to the Head of Patient Experience and Insight.
• Personally lead an allocated caseload of formal complaints from clarification and planning through evidence appraisal, findings, response drafting, action planning and closure.
• Provide structured supervision, case consultation, coaching and constructive challenge to Band 7 colleagues, supporting sound judgement and fair investigation practice.
• Quality assure investigation plans, evidence records, findings, draft responses, remedies and action plans, ensuring outputs are accurate, empathetic and displayable for approval.
• Maintain compassionate and transparent communication with complainants, ensuring reasonable adjustments and needs are met, especially in complex or delayed cases.

Job description

University Hospitals of Derby and Burton NHS Foundation Trust invites an experienced Complaints Investigating Lead to join the Patient Experience and Insight team. You will provide senior leadership, oversee formal complaint investigations and champion compassionate, person-centred responses across the Trust.

You will supervise Band 7 Investigating Officers, assure quality of investigations, and ensure learning informs service improvement and regulatory compliance.