NHS Complaints & Experience Lead (Band 6)

SmartRecruiters, Inc.; Newport; On-site; GBP 40,000 - 48,000; Full time

Benefits offered by this job

On-site Nursery

Wellness Centre

Staff networks

Job summary

Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust are seeking a Complaints Case Handler to lead patient complaints from receipt to resolution, maintaining oversight of timescales, actions and communications. You will analyse concerns, document findings and contribute to safer care across sites.

Working within the Experience of Care Team, you will present information, train staff and support Local Resolution Meetings, using diplomacy and empathy to manage sensitive situations

Qualifications

• Educated to degree level or equivalent experience in health or social care complaints handling.
• Proficient in Word, Excel, PowerPoint, Outlook, internet and database management.
• Staff and general management training.
• PHSO Complaints Training - Taking a Closer Look – how to investigate and respond to a complaint.

Responsibilities

• Manage and coordinate patient complaints from receipt to resolution, maintaining oversight of timescales, actions and communication.
• Listen carefully and compassionately to patients and families, identifying the key issues and responding appropriately to sensitive or distressing circumstances.
• Analyse concerns and support thorough, evidence-based investigations across clinical divisions.
• Quality assure response letters on behalf of the Chief Executive, ensuring they are accurate, clear, compassionate and of a consistently high standard.
• Build constructive relationships with complainants, clinical teams and senior stakeholders, using diplomacy and professional challenge where required.
• Facilitate Local Resolution Meetings, helping all parties navigate complex issues and reach a clear way forward.

Skills

Administrative skills

Written communication

Listening skills

Organisational skills

NHS experience

Diplomacy

Education

Degree in health or social care complaints handling

Tools

Word

Excel

PowerPoint

Outlook

Internet

Database management

Job description

Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust are seeking a Complaints Case Handler to lead patient complaints from receipt to resolution, maintaining oversight of timescales, actions and communications. You will analyse concerns, document findings and contribute to safer care across sites.

Working within the Experience of Care Team, you will present information, train staff and support Local Resolution Meetings, using diplomacy and empathy to manage sensitive situations