Patient Experience & Complaints Manager

NHS National Services Scotland; Ayr; On-site; GBP 38,000 - 54,000; Full time

Job summary

NHS Ayrshire and Arran in Ayrshire, Scotland is seeking a dedicated Complaints Manager to lead the patient experience function at Ailsa Hospital on a permanent basis. The role ensures comprehensive complaints handling, supports staff and complainants, and coordinates with external agencies to drive improvements.

The post is 36 hours per week, with a UK driving licence essential. Sponsorship not guaranteed; visa considerations apply.

Responsibilities

• To manage all aspects of the process for feedback and complaints within NHS Ayrshire & Arran (NHSAA)
• To provide guidance and support to members of staff and complainants on the operation of the NHS Scotland Complaints Handling Process and NHS Ayrshire and Arran implementation of these procedures
• To ensure NHSAA meet the targets set out in the Complaint Handling Process and demonstrate improvement in all key indicators
• To be responsible for co-ordinating complaints issues with other agencies including 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 and Arran in Ayrshire, Scotland is seeking a dedicated Complaints Manager to lead the patient experience function at Ailsa Hospital on a permanent basis. The role ensures comprehensive complaints handling, supports staff and complainants, and coordinates with external agencies to drive improvements.

The post is 36 hours per week, with a UK driving licence essential. Sponsorship not guaranteed; visa considerations apply.