Senior Complaints Investigator & Patient Experience Lead

University Hospitals of Derby and Burton NHS Foundation Trust; East Midlands; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Development opportunities

On-going recruitment and team support

Employee benefits (assistance, gym, on

Job summary

University Hospitals of Derby and Burton NHS Foundation Trust is seeking a Complaints Investigating Officer to lead formal complaint investigations within the Patient Experience and Insight team. You will manage scales of cases from start to completion, ensuring compassionate, timely communication and robust findings to support service improvement.

The role requires NHS complaints knowledge, strong writing and analytical skills, and the ability to collaborate with senior clinical and operational

Qualifications

• Experience investigating complex complaints, incidents, grievances or similar casework.
• Experience managing multiple complex cases and delivering high-quality written outcomes on time.
• Experience interviewing people about sensitive, distressing or disputed matters.
• Experience working with senior clinical, professional and operational stakeholders and influencing without authority.
• Knowledge of NHS complaints legislation and standards (CQC Regulation 16 and NHS Complaint Standards).
• Understanding NHS structures, governance, patient safety, safeguarding, equality and learning.
• Experience in an acute NHS Trust or similar regulated organistion.
• Experience developing action plans translating findings into service improvement.
• Experience with Parliamentary and Health Service Ombudsman or cross-organisational complaints.

Responsibilities

• Lead a portfolio of formal complaint investigations from review to draft response, defining scope, outcomes, communications, evidence and milestones.
• Gather and assess records, statements, policies and advice to determine what happened and what should have happened.
• Maintain compassionate, timely communication with complainants, providing updates and managing expectations.
• Analyse evidence, resolve inconsistencies and provide balanced findings with expert advice when needed.
• Identify safety, safeguarding, legal, information governance or reputational concerns and escalate appropriately.
• Develop proportionate action plans and ensure learning is recorded and shared.

Skills

Advanced analytical and judgement

Excellent report-writing

Planning and prioritising

Influence and negotiation

Analysing themes and trends

Quality improvement knowledge

Education

First degree or equivalent experience

Complaints handling / investigation training

Leadership / coaching development

Job description

University Hospitals of Derby and Burton NHS Foundation Trust is seeking a Complaints Investigating Officer to lead formal complaint investigations within the Patient Experience and Insight team. You will manage scales of cases from start to completion, ensuring compassionate, timely communication and robust findings to support service improvement.

The role requires NHS complaints knowledge, strong writing and analytical skills, and the ability to collaborate with senior clinical and operational