Patient Experience & Complaints Specialist

Royal Cornwall Hospitals Trust; Truro; On-site; GBP 32,000 - 39,000; Full time

Job summary

Royal Cornwall Hospitals NHS Trust is seeking a Complaints Officer to support the delivery of an excellent patient and family experience by managing concerns, complaints, feedback, and enquiries in a timely and compassionate manner.

Based in the Corporate Care Group, you will be a key contact for service users, families and staff, providing information, signposting, and support throughout the complaints process while maintaining strict confidentiality.

Qualifications

• Educated to GCSE level Grade C or above, or equivalent, demonstrating literacy and numeracy.
• Qualification in customer care, governance or administration.
• Experience working to tight deadlines with variable workload and communicating with staff at all levels.
• Experience in NHS complaints or PALS and/or Complaints role, customer-focused.

Responsibilities

• Manage a caseload of complaints and enquiries independently, prioritising work and monitoring investigations.
• Communicate with patients, families, carers and staff via meetings, calls, emails, and letters.
• Provide advice on NHS and Trust complaints procedures and support individuals through the process.
• Resolve concerns informally when appropriate and escalate where necessary.
• Maintain accurate records on Datix and ensure compliance with regulations and Trust policies.
• Support complaint investigations and cover for the Complaints Manager when needed.

Skills

Communication skills

Attention to detail

Analytical skills

Datix knowledge

Microsoft Office

Education

GCSE level

Customer care/ governance/ administration qualification

Tools

Datix

Microsoft Office

Job description

Royal Cornwall Hospitals NHS Trust is seeking a Complaints Officer to support the delivery of an excellent patient and family experience by managing concerns, complaints, feedback, and enquiries in a timely and compassionate manner.

Based in the Corporate Care Group, you will be a key contact for service users, families and staff, providing information, signposting, and support throughout the complaints process while maintaining strict confidentiality.