Complaints Officer

2 days 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 team, 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 and incidents, escalating where necessary to ensure timely and effective resolution.
  • Maintain accurate and up-to-date records of complaints and incidents on Datix, ensuring compliance with NHS and Trust standards.
  • Coordinate and lead investigations into complex and sensitive complaints, providing expert support and advice to ensure thorough and timely investigations.
  • Draft and finalize complaint responses, ensuring that they meet the standards set by the NHS Complaints Procedure.
  • Collaborate with the Complaints Co-ordinator and wider team to ensure effective and efficient handling of cross-agency complaints, taking the lead where necessary.
  • Establish and maintain relationships with Lead Clinicians, Clinical Directors, and staff to ensure effective communication and a consistent approach to complaints management.
  • Respond promptly and professionally to patient enquiries, often involving sensitive and contentious information.
Requirements
  • Proven experience in complaints management and investigation, preferably within a healthcare environment.
  • Excellent knowledge of the NHS Complaints Procedure, Information Governance, Freedom of Information, and Data Protection.
  • Strong communication and interpersonal skills, with the ability to diffuse difficult situations and work effectively with stakeholders.
  • Ability to maintain accurate and up-to-date records, with a high level of attention to detail.
  • Proficiency in Microsoft Word and Outlook, with the ability to produce high-quality documents and correspondence.
About Us

University Hospitals Coventry and Warwickshire NHS Trust is a leading teaching Trust, rated as good by the Care Quality Commission. We are committed to providing high-quality patient care and are proud to be recognized as a Pathway to Excellence designated organization.

We offer a supportive and inclusive work environment, with opportunities for learning and development. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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