Patient Experience Complaints Investigator

University Hospitals Coventry and Warwickshire (UHCW) NHS Trust; Coventry; On-site; GBP 26,000 - 36,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust is seeking a Complaints Officer to join the Patient Experience Team. You will handle formal complaints, support investigations, and ensure responses are issued within required timescales, liaising with patients and staff across wards and departments.

The role requires NHS complaints experience, proficiency in Microsoft Word/Outlook, and accurate document drafting.

Qualifications

• Previous experience within a health care environment and NHS complaints procedures.
• Ability to draft accurate complaint responses with attention to detail.
• Proficiency in Word/Outlook and producing typed documents, letters and reports.

Responsibilities

• Review incidents and complaints with appropriate escalation where required.
• Manage caseload and follow complaint processes and escalation procedures.
• Maintain Datix electronic records for incidents, complaints and compliments.
• Liaise with complainants and coordinate review of complaints and incidents.
• Draft complaint responses and participate in complaints meetings.
• Support with completion of internal and external reports and maintain records.

Skills

NHS complaints experience

Microsoft Word

Microsoft Outlook

Case management

Communication skills

Tools

Datix

Job description

University Hospitals Coventry and Warwickshire NHS Trust is seeking a Complaints Officer to join the Patient Experience Team. You will handle formal complaints, support investigations, and ensure responses are issued within required timescales, liaising with patients and staff across wards and departments.

The role requires NHS complaints experience, proficiency in Microsoft Word/Outlook, and accurate document drafting.