Patient Experience Complaints & Resolution Lead

Cambridgeshire Community Services NHS Trust; St. Ives; On-site; GBP 45,000 - 65,000; Full time

Job summary

Cambridgeshire Community Services NHS Trust is seeking an experienced Resolution and Complaints Manager to join the Patient Experience team. The role drives change across the Trust, improving patient experiences through expert management of complaints.

The post holder will lead informal and formal complaints, train staff, ensure timely investigations, and develop reporting with learning shared across the Trust to improve patient care.

Qualifications

• Experience working in NHS or healthcare setting.
• Strong knowledge of NHS complaints legislation, guidance and practice.
• Patient-centred approach to resolving complaints.

Responsibilities

• Lead and manage the resolution and complaints process (informal and formal).
• Liaise with and train managers and staff to enable timely resolution.
• Ensure investigations comply with organisational and national requirements; share learning for improvement.
• Develop and maintain systematic reporting of complaints data and learning for service improvement.

Skills

NHS experience

Complaint handling

Staff training

Data reporting

Job description

Cambridgeshire Community Services NHS Trust is seeking an experienced Resolution and Complaints Manager to join the Patient Experience team. The role drives change across the Trust, improving patient experiences through expert management of complaints.

The post holder will lead informal and formal complaints, train staff, ensure timely investigations, and develop reporting with learning shared across the Trust to improve patient care.