Senior Complaints Lead

2 weeks ago


Epsom, Surrey, United Kingdom Epsom and St Helier University Hospitals NHS Trust Full time

The Complaints Team operates in a very busy working environment, and is a key part of the Trust's wider Patient Experience Team.

The views of people who use our services are important to us.

We want to know when things have gone well, but also when we don't get things right, so we can learn from our mistakes.

The Trust currently receives around 600 formal complaints a year, which in line with the NHS Complaints Procedure, are managed by the Complaints Team in partnership with staff in the Divisions and Community, so that all complainants receive a timely, meaningful and compassionate response.


The Senior Complaints officer is a key part of the Patient Experience management team, with responsibility for supporting the Complaints manager to ensure effective operational delivery of the Complaints Service and supporting the Trust's proactive approach to listening and responding to patient and carer feedback.

Working with staff across the organisation as well as a range of external partners and stakeholders, the post-holder is responsible for ensuring the Trust meets all statutory and Trust requirements in relation to Complaints, and that a professional, reliable and accessible service is provided consistently across the organization and community services partnerships.


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