Patient Experience & Resolution Lead

East of England Community Health and Care NHS Trust (Cambridgeshire); Peldon; On-site; GBP 40,000 - 48,000; Full time

Job summary

East of England Community Health and Care NHS Trust (Cambridgeshire) is seeking a experienced Resolution and Complaints Manager to join the Patient Experience team. This Band 6 role leads the Trust's resolution and complaints process, handling informal and formal cases and ensuring timely investigations.

You will liaise with managers and staff, train teams, and produce regular reports. Knowledge of NHS complaints legislation is essential to drive improvements in patient care.

Qualifications

• Experience of management and quality assurance around NHS complaints (formal and informal).
• Working independently, making own decisions and recommendations within a corporate team.
• Familiarity with handling Access to Records requests under Data Protection regulations.

Responsibilities

• Lead on building the resolution and complaints process within the Trust.
• Liaise with managers and staff to ensure effective and timely resolution.
• Ensure investigations comply with NHS regulations and share learning to drive improvement.
• Produce timely reports on complaints data and service improvements.
• Lead the Patient Experience Advisors and support PALS on a daily basis.

Skills

Interpersonal skills

Diplomacy

Persuasion

Education

Degree-level education

Resolution/complaints management training

Job description

East of England Community Health and Care NHS Trust (Cambridgeshire) is seeking a experienced Resolution and Complaints Manager to join the Patient Experience team. This Band 6 role leads the Trust's resolution and complaints process, handling informal and formal cases and ensuring timely investigations.

You will liaise with managers and staff, train teams, and produce regular reports. Knowledge of NHS complaints legislation is essential to drive improvements in patient care.