Patient Experience & Complaints Leader

East of England Community Health & Care NHS Trust; St. Ives; Vor Ort; GBP 45.000 - 60.000; Vollzeit

Zusammenfassung

East of England Community Health & Care NHS Trust seeks a proactive Resolution and Complaints Manager to lead the Trust's resolution and complaints process, including informal and formal complaints, within the Patient Experience team.

You will train managers, ensure investigations follow NHS requirements, develop reporting, share learning, and support PALS; the role emphasizes patient-centred care and safeguarding.

Qualifikationen

• NHS or healthcare experience.
• Good knowledge of NHS complaints legislation, guidance and practice.
• Strong patient-centred approach.

Aufgaben

• Lead and manage the Trust’s resolution and complaints process, including informal and formal complaints.
• Train and support managers and staff to ensure effective and timely resolution.
• Ensure complaints are fully investigated in line with requirements, with learning shared across the Trust.
• Develop and maintain systematic processes for timely reporting of resolution and complaints data.
• Work within the Patient Experience Team as the overarching complaints management expert.
• Support staff delivering the Patient Advice and Liaison Service (PALS).

Jobbeschreibung

East of England Community Health & Care NHS Trust seeks a proactive Resolution and Complaints Manager to lead the Trust's resolution and complaints process, including informal and formal complaints, within the Patient Experience team.

You will train managers, ensure investigations follow NHS requirements, develop reporting, share learning, and support PALS; the role emphasizes patient-centred care and safeguarding.