Patient Experience Specialist

2 weeks ago

Coventry, Coventry, United Kingdom University Hospitals Coventry and Warwickshire NHS... Full time

Job Summary

The Complaints Officer will be responsible for investigating and responding to complaints and enquiries in a timely and high-quality manner. This will involve working closely with senior members of staff, wards, and departments to ensure that investigations and responses meet national and locally set timescales.

Key Responsibilities

  • Incident and Complaint Review
    • Review incidents and complaints received, escalating where necessary.
  • Documentation and Record-Keeping
    • Maintain Datix electronic records for incidents, complaints, and compliments.
  • Complaint Response
    • Draft complaint responses for approval by the Service Manager.
  • Support and Guidance
    • Provide day-to-day guidance to staff involved in complaints and investigation handling.
  • Reporting and Analysis
    • Support the completion of reports for internal and external stakeholders.
  • General Office Tasks
    • Perform general office tasks as required.

Requirements

  • Proficiency in Microsoft Office
    • Proficient in Microsoft Word, Outlook, and other relevant software.
  • Healthcare Experience
    • Previous experience within a healthcare environment.
  • NHS Complaints Procedure
    • Knowledge of the NHS Complaints Procedure.

About the Trust

University Hospitals Coventry and Warwickshire NHS Trust is a leading teaching Trust in the UK, rated as good by the Care Quality Commission. We are committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society.

Working with the Complaints Co-ordinator

The Complaints Officer will work closely with the Complaints Co-ordinator to receive and review incoming complaint communications, prioritise and initiate investigations, and ensure that all documentation is collated in chronological order.

Complex Complaints Management

The post holder will need a good knowledge of the NHS Complaints Procedure, Information Governance, Freedom of Information, and Data Protection. They will directly manage highly complex and sensitive complaints information, providing expert support and advice to ensure thorough investigations and timely responses.

Relationship Building

The Complaints Officer will establish and maintain relationships with Lead Clinicians, Clinical Directors, and all grades of staff and managers to ensure effective communication and a consistent approach to all issues relating to complaints management.

Complaint Resolution

Once a complaint is resolved, the Complaints Officer will ensure that all complaint outcomes and actions are entered on Datix and liaise with Service Managers, Clinical Directors, and Medical Directors as necessary.

Liaison with Legal Services

The Complaints Officer will liaise with Legal Services regarding any complaints that may give rise to litigation and work closely with the Patient Safety Manager for complaints subject to a Clinical Adverse Event or CAE.

Facilitating Complaint Meetings

The Complaints Officer will facilitate and attend complaint meetings, taking notes and ensuring that staff involved have access to all relevant paperwork and medical/nursing notes in advance.

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