Patient Experience Complaints Investigator

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

Job summary

Shrewsbury and Telford Hospital NHS Trust is seeking a dedicated professional to join the Patient Services team to manage a caseload of formal complaints and ensure rigorous investigations.

You will analyse all complaints on receipt, identify key issues, monitor progress to deadlines, and prepare letters on behalf of the Chief Executive.

This role supports compassionate, clear communication and uses feedback to drive service improvements across patient care.

Responsibilities

• Responsible for the management of a caseload of formal complaints in line with national and local policy
• To analyse all complaints on receipt identifying key issues for investigation
• Undertake investigations of all formal complaints, some of which are highly complex, ensuring that the investigation is fair, thorough and proportionate to the complexity of the complaint
• Monitor the progress of complaint investigations within the caseload ensuring that all deadlines are met. To identify problems at an early stage and ensure that complainants are informed of the progress at each stage of the process
• Draft letters in response to formal complaints of mixed complexity, on behalf of the Chief Executive, interpreting information obtained during the investigation process, and pulling infomration from clinical records. Ensure the accuracy of information, that all issues raised by the complainant are addressed in full and that information is written in a language that the reader can understand. Communicate sensitive or contentious information with tact, diplomacy and understanding

Job description

Shrewsbury and Telford Hospital NHS Trust is seeking a dedicated professional to join the Patient Services team to manage a caseload of formal complaints and ensure rigorous investigations.

You will analyse all complaints on receipt, identify key issues, monitor progress to deadlines, and prepare letters on behalf of the Chief Executive.

This role supports compassionate, clear communication and uses feedback to drive service improvements across patient care.