Patient Advice and Complaints Senior Associate

7 months ago


Crewe, United Kingdom Mid Cheshire Hospitals NHS Foundation Trust Full time

To facilitate a means of the Trust being able to respond to queries, requests for information, concerns, complaints, comments and compliments raised by service users. To be responsible for negotiating immediate solutions to concerns and requests for information and respond promptly and effectively. Liaising with divisional heads of nursing, senior management teams and service managers to ensure they can review issues raised, meet required response deadlines, produce well formatted and clear responses and develop action plans as required To embed systems to support organisational learning from complaints to prevent recurrence and to support the Customer Care Manager in developing a system to review themes to provide Divisions with more understanding of areas of concerns to patients and relatives. The post holder is responsible for the co-ordination of responses in relation to concerns, complaints, comments and compliments raised by service users within the agreed timeframe.

To prepare, maintain and collate accurate and contemporaneous records of all concerns raised by individuals including outcomes and actions taken. To be responsible for inputting, and extracting accurate data relevant to the provision of the service.



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