Complaints Officer

2 months ago

Peterborough, United Kingdom North West Anglia NHS Foundation Trust Full time

We are looking for an individual with excellent verbal and written communication skills, ideally with NHS Complaints management and Datix experience. You will be able to work in a confidential and sensitive environment, and work closely with key stakeholders, senior leaders and third party services. We are a small, close knit and vibrant team whom manage a very busy service. Team work is integral to everything that we do, while ensuring you have the abilities to work as an individual, while maintaining excellent lines of communication.

**Job Summary**: To provide a prompt, courteous and confidential service for the complainants, often being the first point of contact. To meet the needs of the service by provision of an efficient and comprehensive administration process. To perform all allocated tasks related to the registration, data inputting, responses and the production of reports relating to complaints. To ensure that complaints are investigated in line with organisational and national requirements, accepted good practice and agreed timeframes.

To ensure that learning from complaints is shared across the organisation and results in sustained change and improvement to patient care. To undergo training as necessary to meet the needs of the service and new developments within the Complaints Department. To support the Complaints Manager in over-seeing the management of the service and assisting with delegation and prioritisation of work load for the Complaints Assistants Provide Complaints Management Training sessions to staff Trust wide, and support with targeted training sessions and induction days as and when required

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