Complaints Resolution Specialist

2 weeks ago

Coventry, Coventry, United Kingdom University Hospitals Coventry and Warwickshire NHS Trust Full time
Job Summary

We are seeking a highly skilled and experienced Complaints Resolution Specialist to join our Patient Experience Team at University Hospitals Coventry and Warwickshire NHS Trust.

Main Responsibilities
  • Investigate and respond to patient complaints in a timely and professional manner, ensuring that all necessary steps are taken to resolve the issue.
  • Collaborate with senior staff members and departments to ensure that complaints are investigated and responded to in accordance with national and local standards.
  • Provide guidance and support to staff members involved in complaints handling, ensuring that they have the necessary skills and knowledge to effectively manage complaints.
  • Maintain accurate records of complaints and investigations, using Datix electronic records to track and analyze data.
  • Develop and implement effective complaint resolution strategies, working closely with the Complaints Co-ordinator and other stakeholders to ensure that patient concerns are addressed.
  • Communicate effectively with patients, families, and staff members, providing clear and concise information about complaint investigations and resolutions.
  • Liaise with Legal Services and other external agencies as necessary, ensuring that all relevant procedures are followed and that patient confidentiality is maintained.
  • Facilitate and attend complaint meetings, taking notes and ensuring that all relevant documentation is available.
Requirements
  • Proven experience in complaints handling and resolution, preferably in a healthcare setting.
  • Excellent communication and interpersonal skills, with the ability to work effectively with patients, families, and staff members.
  • Strong analytical and problem-solving skills, with the ability to investigate and resolve complex complaints.
  • Ability to maintain accurate and detailed records, using Datix electronic records to track and analyze data.
  • Knowledge of the NHS Complaints Procedure and other relevant policies and procedures.
  • Ability to work independently and as part of a team, with a flexible and adaptable approach to work.
About Us

University Hospitals Coventry and Warwickshire NHS Trust is a leading healthcare provider, committed to delivering high-quality patient care and excellent service. We are proud to be a Pathway to Excellence designated organization, recognized for our commitment to patient-centered care and staff well-being.

We are an equal opportunities employer, committed to building a diverse and inclusive workforce. We welcome applications from candidates with a range of skills and experiences, and are committed to providing a supportive and inclusive work environment.

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