Patient Complaints & Care Experience Specialist

Portsmouth Hospitals University NHS Trust; Tipner; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

On-site Nursery

Beach Hut access

Wellness Centre (gym and pool)

Staff networks: LGBTQ, Race Equality,

Job summary

Portsmouth Hospitals University NHS Trust is seeking a diligent administrator to support the complaints team across related sites. You will assist in handling patient concerns, liaise with MPs and external bodies, and help prepare reports on formal complaints.

The role covers Datix-based admin tasks, email and telephone inquiries, and delivering timely responses within statutory deadlines while supporting leadership across the Trust and Isle of Wight NHS Trust collaboration.

Qualifications

• Experience handling complaints and responding to patients within deadlines.
• Administrative support experience, including database management (Datix) and photocopying/scanning.
• Ability to produce timely, accurate reports on formal complaints and identify trends.
• Provide advice to patients, relatives, visitors, MPs, advocates, external NHS organisations and Trust staff on complaints handling and PALS concerns.

Responsibilities

• Provide excellent customer care to patients and relatives with concerns.
• Work with the Chief Executive to achieve statutory complaints deadlines.
• Provide admin support to the complaints team, including Datix data management and scanning photocopying.
• Offer guidance to patients and other stakeholders on formal complaints and PALS handling.
• Produce timely reports on formal complaints, flag emerging themes to the Complaints Manager.
• Answer telephone and email enquiries while supporting visitors.

Skills

Customer care

Complaints handling

Administrative support

Datix

Reporting

Stakeholder support

Tools

Datix

Job description

Portsmouth Hospitals University NHS Trust is seeking a diligent administrator to support the complaints team across related sites. You will assist in handling patient concerns, liaise with MPs and external bodies, and help prepare reports on formal complaints.

The role covers Datix-based admin tasks, email and telephone inquiries, and delivering timely responses within statutory deadlines while supporting leadership across the Trust and Isle of Wight NHS Trust collaboration.