Patient Complaints Investigations Manager (3-Year Term)

University Hospitals Sussex NHS Foundation Trust; Brighton; On-site; GBP 36,000 - 46,000; Full time

Job summary

The University Hospitals Sussex NHS Foundation Trust is seeking a proactive complaints professional to manage a caseload of patient complaints and family meetings. The role focuses on implementing the complaints process in line with the Trust's policies and ensuring timely, quality responses across divisions.

You will collaborate with clinical teams to gather information, monitor compliance, and produce robust investigation reports while maintaining compassionate, patient-centred communication

Responsibilities

• Manage own caseload of complaints and family meetings.
• Implement the complaints process following Trust policies.
• Work with clinical divisions to gather information and actions in a timely way.
• Oversee divisions to produce high quality investigation reports and draft responses.
• Coordinate complex complaints spanning multiple divisions.
• Facilitate local resolution meetings between clinicians, staff, patients and relatives.
• Ensure complaints are handled compassionately, learning-focused, and compliant with standards.

Job description

The University Hospitals Sussex NHS Foundation Trust is seeking a proactive complaints professional to manage a caseload of patient complaints and family meetings. The role focuses on implementing the complaints process in line with the Trust's policies and ensuring timely, quality responses across divisions.

You will collaborate with clinical teams to gather information, monitor compliance, and produce robust investigation reports while maintaining compassionate, patient-centred communication