Patient Experience & Complaints Case Manager

The Shrewsbury and Telford Hospital NHS Trust; Shrewsbury; On-site; GBP 32,000 - 42,000; Full time

Job summary

The Shrewsbury and Telford Hospital NHS Trust is seeking a dedicated professional to manage a caseload of formal complaints, ensuring investigations are thorough and aligned with policy to improve patient experience.

You will analyse complaints on receipt, conduct investigations (including complex cases), monitor progress and inform complainants at each stage. Draft responses on behalf of the Chief Executive with clear, patient-friendly language.

Responsibilities

• Manage a caseload of formal complaints in line with national and local policy
• Analyse all complaints on receipt identifying key issues for investigation
• Undertake investigations of all formal complaints, some highly complex, fair and thorough
• Monitor progress of investigations within the caseload and keep complainants informed of progress
• Draft letters in response to formal complaints on behalf of the Chief Executive, pulling information from clinical records and ensuring clarity

Job description

The Shrewsbury and Telford Hospital NHS Trust is seeking a dedicated professional to manage a caseload of formal complaints, ensuring investigations are thorough and aligned with policy to improve patient experience.

You will analyse complaints on receipt, conduct investigations (including complex cases), monitor progress and inform complainants at each stage. Draft responses on behalf of the Chief Executive with clear, patient-friendly language.