Patient Experience & Complaints Officer

EasyInfoBlog.com LLC; Truro; Remote; GBP 32,000 - 39,000; Full time

Job summary

Royal Cornwall Hospitals Trust in Truro, United Kingdom, is seeking a Complaints Officer to manage patient complaints, concerns and feedback with a focus on compassionate, confidential handling in line with NHS policies.

You will work with clinical and non-clinical teams, maintain Datix records, and support the wider Patient Experience Team, deputising for the Complaints Manager as required.

Qualifications

• Strong written and verbal communication skills.
• Experience managing competing priorities and meeting tight deadlines.
• Ability to work independently and collaboratively with colleagues at different levels.
• Experience preparing, checking and summarising complex documents.
• Good organisational, administrative and problem-solving skills.

Responsibilities

• Receive, record and manage patient complaints, concerns and feedback.
• Communicate with patients, families and staff through calls, meetings and written correspondence.
• Explain NHS complaints procedures and help resolve concerns informally where appropriate.
• Support complaint investigations by gathering information and liaising with departments and managers.
• Identify and elevate patient safety, safeguarding and organisational risks.
• Maintain accurate complaint records using Datix and other systems.
• Arrange and attend local resolution meetings with patients and staff.

Skills

Written communication

Verbal communication

Prioritisation

Independent work

Collaboration

Documentation

Education

GCSE-level education

Job description

Royal Cornwall Hospitals Trust in Truro, United Kingdom, is seeking a Complaints Officer to manage patient complaints, concerns and feedback with a focus on compassionate, confidential handling in line with NHS policies.

You will work with clinical and non-clinical teams, maintain Datix records, and support the wider Patient Experience Team, deputising for the Complaints Manager as required.