Complaints Officer

2 weeks ago


Nottingham, United Kingdom Nottingham University Hospitals NHS Trusts Full time

To be responsible for ordering stationary supplies, including stock control of patient information leaflets. Providing information on the complaints process and advocacy to patients, relatives and their families. Set up and maintain complaint files in line with IG requirements. Act as a point of contact, with support from the Senior Complaints Coordinator for the Division in relation to queries relating to complaints and concerns from patients, their carers and families.

Support the Senior Complaints Coordinator in the management of complaints in line with national and local policy, ensuring correspondence is acknowledged within national guidance. Support the arrangement and servicing of complaint meetings, including ensuring meetings are recorded and appropriate notes taken. To administratively support investigation managers to complete investigations within the timeframe as outlined in the complaints regulations. Prepare final responses and present to the Chief Executive, or nominated Deputy for Trust sign-off.

Work with the Senior Complaints Coordinator and Division to ensure actions are identified and recorded, and fed into the divisional governance monitoring processes. Maintain the Divisional Complaint logs In conjunction with the Senior Complaints Coordinator, prepare reports identifying trends and lessons learnt to support improvements to service delivery. Participate in the evaluation and monitoring of the Service. Work with our Divisional colleagues, developing good working relationships with clinical and non-clinical staff within the Divisions.

Build and maintain good relationships with key stakeholders, service user groups and the local community. Please refer to the job description and person specification attached to the advert for the full details of the vacancy.


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