Patient Experience & Complaints Lead

NHS Ayrshire & Arran; Ayr; On-site; GBP 32,000 - 52,000; Full time

Job summary

NHS Ayrshire & Arran in Ayrshire is seeking a Complaints Manager based at Ailsa Hospital on a permanent basis. The role covers all aspects of handling feedback and complaints, with 36 hours per week and a UK driving licence.

You will work with senior management and multidisciplinary teams to drive improvements in complaint handling, provide guidance to staff and complainants, and coordinate issues with external bodies such as SPSO and other agencies.

Responsibilities

• To manage all aspects of the process for feedback and complaints within NHS Ayrshire & Arran (NHSAA)
• Provide guidance and support to staff and complainants on the operation of the NHS Scotland Complaints Handling Process and NHS Ayrshire and Arran procedures
• Ensure NHSAA meet the targets set out in the Complaint Handling Process and demonstrate improvement in all key indicators
• Coordinate complaints with agencies such as the Scottish Executive, Mental Welfare Commission, Scottish Public Services Ombudsman, Scottish Health Council, local MP/MSP’s, Procurator Fiscal Service and Patient Advice and Support Service

Job description

NHS Ayrshire & Arran in Ayrshire is seeking a Complaints Manager based at Ailsa Hospital on a permanent basis. The role covers all aspects of handling feedback and complaints, with 36 hours per week and a UK driving licence.

You will work with senior management and multidisciplinary teams to drive improvements in complaint handling, provide guidance to staff and complainants, and coordinate issues with external bodies such as SPSO and other agencies.