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Complaints Officer

2 months 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 Officer to join our Patient Experience Team at University Hospitals Coventry and Warwickshire NHS Trust. As a key member of our Quality Department, you will play a vital role in ensuring that complaints and enquiries are investigated and responded to in a timely and professional manner.

Main Responsibilities
  • Review and investigate complaints received from patients and their families, ensuring that all necessary steps are taken to resolve the issue.
  • Maintain accurate and up-to-date records of all complaints and investigations using Datix.
  • Collaborate with senior staff and other departments to ensure that complaints are handled efficiently and effectively.
  • Draft and finalize complaint responses, ensuring that they are clear, concise, and respectful.
  • Provide expert advice and support to staff on complaint handling and investigation procedures.
  • Contribute to the development and implementation of policies and procedures related to complaints handling.
  • Work closely with the Patient Safety Manager to identify and implement improvements to our complaint handling processes.
  • Respond to patient enquiries and provide information on complaint handling procedures and outcomes.
Requirements
  • Proven experience in complaint handling and investigation, preferably in a healthcare setting.
  • Excellent communication and interpersonal skills, with the ability to work effectively with patients, staff, and external agencies.
  • Strong analytical and problem-solving skills, with the ability to identify and implement improvements to complaint handling processes.
  • Ability to maintain confidentiality and handle sensitive information with discretion.
  • Proficiency in Microsoft Office, particularly Word and Outlook.
About Us

University Hospitals Coventry and Warwickshire NHS Trust is a leading healthcare provider in the UK, committed to delivering high-quality patient care and excellent service. We are proud to be recognized as a Pathway to Excellence designated organization and are committed to building an inclusive and diverse workforce.