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Case Handler

3 months ago

Barnsley South Yorkshire, United Kingdom Woodrow Mercer Healthcare Full time

Job Title: Complaints Investigator

Band: 6

Join our Patient Experience Department as a Complaints Investigator. You will manage a caseload of complaints, collaborating with Clinical Business Units (CBUs) to ensure investigations are thorough and timely. Your role involves working with the Patient Advice & Complaints Manager and other team members to handle complex and high-risk complaints, ensuring root causes are identified and SMART action plans are implemented.

Investigate complaints in collaboration with CBUs, ensuring timely and effective resolution.
Support training initiatives related to complaints handling and investigation processes.
Work with external agencies and other healthcare providers on cross-complaint investigations.
Ensure patient feedback is used to drive service improvements.

Strong knowledge of NHS complaints procedures and relevant legislation.
Experience in managing and investigating complaints within a healthcare setting.
Proficiency in using Datix or similar complaint management systems.
Empathetic and patient-centered approach to handling complaints.

Clinical Business Unit Management Teams, Patient Safety Lead, Governance Lead, Investigating Officers, and other Trust staff.
If you are dedicated to improving patient experience through effective complaints management, we encourage you to apply for this rewarding role.