Complaints Case Handler

2 months ago


Newport, United Kingdom Isle of Wight NHS Trust Full time

The Post holder will be a key member of the Patient Experience Team with a focus on ensuring that the Trusts response to complaints is of high quality and ensures that we are learning lessons and delivering quality improvements from this valuable form of feedback. The post holder will be required to link with the Clinical Divisions to ensure that complaints are robustly investigated. The post will ensure that all information relating to complaint handling is uploaded to the Datix System to enable transparency in complaints handling, and support the provision of data to regulators as required. The post holder will: Analyse the issues raised to inform the complaint investigation Liaise with staff and complainants Analyse information received in investigation reports Formulate high quality detailed letters that reflect investigation reports obtained and which can be sent to the complainant and other relevant bodies under cover of a letter from Chief Executive, Risk rate and categorise the issues raised to inform the data analysis and reporting process.



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