Patient Experience & Complaints Officer

Mersey and West Lancashire Teaching Hospitals NHS Trust; Sefton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare provider in the UK is looking for a Patient Experience and Complaints Officer to manage patient complaints and ensure compliance with NHS guidelines. The ideal candidate will have experience in complaints management, strong communication skills, and good organisational abilities. You will support the Complaints Manager, liaise with staff, and maintain electronic records. An inclusive workplace is committed to diversity and supporting all applicants.

Qualifications

• Experience in NHS complaints or patient experience management.
• Ability to manage confidential data and comply with GDPR.
• Good organisational and IT skills, particularly with Inphase or similar systems.

Responsibilities

• Liaise with staff and the Complaints Manager to ensure systems for complaints management are in place.
• Manage complaints within stipulated times, escalating when required.
• Maintain accurate electronic records in Inphase and produce regular reports.

Skills

NHS complaints management

Strong communication skills

Stakeholder engagement

Knowledge of NHS Complaints Regulations

Organisational skills

IT skills with Inphase or similar

Time-management

Job description

Patient Experience and Complaints Officer

Key responsibilities include liaising with staff at all levels, supporting the Complaints Manager, managing complaints within time‑scales, gathering intelligence, producing electronic reports, responding to patient queries, and maintaining confidentiality and compliance with NHS guidelines.

• Liaise with staff and the Complaints Manager to ensure systems and policies for complaints management are in place.
• Support clinical services in providing high‑quality patient service and share patient experience intelligence.
• Proactively manage complaints within stipulated times, escalating when required.
• Collect and report on completion of action plans from clinical services.
• Grade patient inquiries, appraise appropriately, and direct to the relevant service.
• Act as daily point of contact for patients and families, resolving informal complaints swiftly.
• Maintain accurate electronic records in Inphase and produce regular reports for committees.
• Ensure compliance with NHS Codes of Conduct, confidentiality, data protection, and reporting regulations.
• Participate in necessary training, safeguarding and safety procedures.
• Provide evidence‑based responses and maintain confidentiality of all records.

Qualifications and skills

• Experience in NHS complaints or patient experience management.
• Strong communication and stakeholder engagement skills.
• Knowledge of NHS Complaints Regulations 2009 and related guidance.
• Ability to manage confidential data and comply with GDPR and data protection law.
• Good organisational and IT skills, particularly with Inphase or similar systems.
• Effective time‑management and escalation skills.

Equality, Diversity and Inclusion

We are committed to an inclusive workforce and the recruitment process is designed to provide a fair chance for all applicants, including those with diverse backgrounds, disabilities and veterans.