Senior Complaints & Patient Experience Lead

Leicestershire Partnership Trust; Leicester; On-site; GBP 42,000 - 52,000; Full time

Job summary

Leicestershire Partnership NHS Trust is seeking a Senior Complaints Officer to support and deputise for the PALS and Complaints Manager, ensuring compliance with the NHS Complaints Procedure. The role involves managing a caseload, coordinating investigations, and delivering effective responses in line with Trust policies.

Responsibilities include quality assurance of investigations, maintaining the central complaints database, producing regular reports, and giving expert guidance on complaints

Responsibilities

• Quality assuring complaint investigations across directorates.
• Maintain administrative systems and the central complaints database.
• Produce regular performance reports and monitor service performance.
• Provide expert advice and guidance on complaints processes to Trust staff, patients, relatives, carers and independent contractors.

Job description

Leicestershire Partnership NHS Trust is seeking a Senior Complaints Officer to support and deputise for the PALS and Complaints Manager, ensuring compliance with the NHS Complaints Procedure. The role involves managing a caseload, coordinating investigations, and delivering effective responses in line with Trust policies.

Responsibilities include quality assurance of investigations, maintaining the central complaints database, producing regular reports, and giving expert guidance on complaints