Senior Complaints & Patient Experience Manager

Gloucestershire Hospitals NHS Foundation Trust; Gloucester; On-site; GBP 34,000 - 42,000; Full time

Benefits offered by this job

NHS Pension

Flexible working

Generous annual leave

Job summary

Gloucestershire Hospitals NHS Foundation Trust seeks a flexible Band 6 Complaints Manager to lead investigations and responses to patient and relative complaints about care and treatment. The role supports PILT in meeting national performance targets and ensuring fair processes.

Strong communication, organisation and collaboration with clinical and non-clinical staff are essential. The role is based in Gloucestershire with a commitment to patient safety and learning from complaints, contributing

Qualifications

• Degree level or equivalent experience and knowledge.
• Experience of liaison and partnership working with service users, carers, members of the public and a wide range of stakeholders.
• Experience in a complaint process role.
• Experience of liaison effectively with both clinical and non‑clinical staff.
• Excellent written and verbal communication skills.
• Able to prioritise and work to tight deadlines.
• Able to analyse complex information.

Responsibilities

• Manage, investigate and follow up patients' and relatives' complaints relating to services, care and treatment.
• Coordinate and prepare responses, ensuring fairness and compliance with regulations and policy.
• Use active listening to obtain confidential information from complainants.
• Identify information from clinical, nursing and managerial staff to support investigations.
• Prioritise caseload and deliver responses within required deadlines.

Skills

Complaint handling

Interpersonal skills

Written communication

Prioritisation & time management

Active listening

Education

Degree level or equivalent

Tools

Microsoft Office

Job description

Gloucestershire Hospitals NHS Foundation Trust seeks a flexible Band 6 Complaints Manager to lead investigations and responses to patient and relative complaints about care and treatment. The role supports PILT in meeting national performance targets and ensuring fair processes.

Strong communication, organisation and collaboration with clinical and non-clinical staff are essential. The role is based in Gloucestershire with a commitment to patient safety and learning from complaints, contributing