Senior Complaints & Patient Experience Lead – Hybrid

Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust; Sunderland; Hybrid; GBP 40,000 - 48,000; Full time

Benefits offered by this job

Competitive salary and pension scheme

Professional development and training

Supportive team environment

Flexible and hybrid working options

Salary sacrifice schemes

Job summary

Northumbria Healthcare NHS Foundation Trust is seeking a motivated Complaints and Patient Experience Officer to join the Complaints and Patient Experience Team. This Band 6 role supports complex complaints handling and patient experience across services, with hybrid working across ICB locations and a focus on fairness, learning and quality improvement.

You will manage a varied caseload, liaise with patients and families, prepare clear responses, and contribute to improving patient experience and

Qualifications

• Educated to degree level in relevant subject or equivalent level of experience in similar level

Responsibilities

• Manage a caseload of complex complaints and patient experience contacts from receipt through to resolution.
• Be a named contact for complainants, liaising with patients, families, carers, providers and colleagues to ensure issues are understood, investigated and responded to appropriately.
• Secure detailed provider responses, prepare high quality written correspondence, maintain accurate records on SIRMS, and ensure cases are progressed within agreed timescales.

Skills

Communication skills

Analytical skills

Organisational skills

Stakeholder management

Education

Degree level or equivalent

Job description

Northumbria Healthcare NHS Foundation Trust is seeking a motivated Complaints and Patient Experience Officer to join the Complaints and Patient Experience Team. This Band 6 role supports complex complaints handling and patient experience across services, with hybrid working across ICB locations and a focus on fairness, learning and quality improvement.

You will manage a varied caseload, liaise with patients and families, prepare clear responses, and contribute to improving patient experience and