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Patient Experience Specialist
2 months ago
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 team, you will play a vital role in ensuring that complaints and enquiries are investigated and responded to in a timely and professional manner.
Key Responsibilities- Receive and review all incoming complaint communications, prioritizing and initiating investigations as necessary.
- Manage complex and sensitive complaints information, providing expert support and advice to ensure thorough investigations and timely responses.
- Coordinate complaints under further local resolution and liaise with the Parliamentary Health Service Ombudsman as required.
- Maintain accurate and up-to-date records of all complaints, including case files and documentation.
- Contribute to the effective and efficient handling of cross-agency complaints, taking the lead where necessary.
- Draft complaint responses for approval by the Service Manager, ensuring that all necessary information is included.
- Maintain Datix records to ensure that all required information about each complaint is present for data analysis.
- Establish and maintain relationships with Lead Clinicians, Clinical Directors, and staff to ensure effective communication and a consistent approach to complaints management.
- Liaise with Legal Services regarding potential litigation and work closely with the Patient Safety Manager for complaints related to Clinical Adverse Events.
- Facilitate and attend complaint meetings, taking notes and ensuring that all relevant paperwork and medical/nursing notes are available.
- Good knowledge of the NHS Complaints Procedure, Information Governance, Freedom of Information, and Data Protection.
- Ability to manage complex and sensitive complaints information.
- Excellent communication and interpersonal skills.
- Ability to work effectively in a team environment.
- Proficiency in Microsoft Word and Outlook.
- Previous experience in a healthcare environment and knowledge of the NHS Complaints procedure is essential.
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 providing high-quality patient care and are proud of our employees across our hospital sites. We offer a wide range of learning and development opportunities and are committed to building an organization that makes full use of the talents, skills, experience, and different perspectives available in our diverse society.
