Complaints Officer

2 weeks ago

Coventry, Coventry, United Kingdom University Hospitals Coventry and Warwickshire NHS... 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. The successful candidate will be responsible for investigating and responding to complaints and enquiries in a timely and professional manner.

Key Responsibilities

  • Investigation and Response
    • Review and investigate complaints and enquiries received from patients, families, and carers.
    • Escalate complaints to senior staff members as required.
    • Draft and finalize responses to complaints and enquiries.
  • Case Management
    • Manage and maintain accurate records of complaints and enquiries on Datix.
    • Ensure that all documentation is collated in chronological order.
  • Communication and Collaboration
    • Establish and maintain relationships with Lead Clinicians, Clinical Directors, and staff members 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.
  • Reporting and Analysis
    • Contribute to the effective and efficient handling of cross-agency complaints in line with locally agreed protocols.
    • Maintain accurate records of complaint outcomes and actions on Datix.

Requirements

  • Experience and Skills
    • Previous experience in a healthcare environment and knowledge of the NHS Complaints Procedure is essential.
    • Proficient in Microsoft Word and Outlook.
  • Knowledge and Qualifications
    • Good knowledge of the NHS Complaints Procedure, Information Governance, Freedom of Information, and Data Protection.

About Us

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 organization that makes full use of the talents, skills, experience, and different perspectives available in our diverse society.

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