Patient Experience Complaints Specialist

Shrewsbury and Telford Hospital NHS Trust; Shrewsbury; On-site; GBP 34,000 - 50,000; Full time

Job summary

Shrewsbury and Telford Hospital NHS Trust is looking for a committed professional to join the Patient Services team as a formal Complaints Investigator. The role is a permanent, full-time position working 37.5 hours per week, handling a caseload of complaints and ensuring investigations are thorough and fair.

Educated to degree level (or equivalent), you will analyse issues, draft responses on behalf of the Chief Executive, and use findings to improve patient care.

Qualifications

• Educated to degree level (or equivalent).
• Ability to manage conflict and mediate between parties.
• Excellent communication and interpersonal skills.

Responsibilities

• Manage a caseload of formal complaints in line with national and local policy.
• Analyse all complaints on receipt identifying key issues for investigation.
• Undertake investigations of all formal complaints, ensuring fair and thorough investigations.
• Monitor progress and deadlines, keeping complainants informed at each stage.
• Draft letters in response to formal complaints on behalf of the Chief Executive.

Education

Bachelor's degree or equivalent

Job description

Shrewsbury and Telford Hospital NHS Trust is looking for a committed professional to join the Patient Services team as a formal Complaints Investigator. The role is a permanent, full-time position working 37.5 hours per week, handling a caseload of complaints and ensuring investigations are thorough and fair.

Educated to degree level (or equivalent), you will analyse issues, draft responses on behalf of the Chief Executive, and use findings to improve patient care.