Patient Experience & Complaints Case Manager

The Shrewsbury and Telford Hospital NHS Trust; Greater London; On-site; GBP 40,000 - 52,000; Full time

Job summary

The Shrewsbury and Telford NHS Trust is seeking a dedicated professional to manage formal patient complaints and drive improvements in care. You will analyse issues, coordinate investigations, and ensure timely responses to families and staff with tact and empathy.

Join a team committed to compassionate patient experience, handling sensitive information with discretion, and communicating progress clearly to complainants and clinical teams.

Responsibilities

• Manage a caseload of formal complaints in line with national and local policy.
• Analyse all complaints on receipt to identify key issues for investigation.
• Undertake investigations of formal complaints, ensuring fairness and proportionate handling.
• Monitor progress and deadlines, keeping complainants informed at each stage.
• Draft letters in response to formal complaints on behalf of the Chief Executive, ensuring clarity and accuracy.

Job description

The Shrewsbury and Telford NHS Trust is seeking a dedicated professional to manage formal patient complaints and drive improvements in care. You will analyse issues, coordinate investigations, and ensure timely responses to families and staff with tact and empathy.

Join a team committed to compassionate patient experience, handling sensitive information with discretion, and communicating progress clearly to complainants and clinical teams.