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Complaints Officer
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.
Main 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, ensuring that all documentation is collated in chronological order.
- Contribute to the effective and efficient handling of cross-agency complaints, taking the lead where appropriate.
- Draft complaint responses for approval by the Service Manager, ensuring that all necessary information is included.
- Maintain Datix to ensure that all required information about each complaint is present for data analysis.
- 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.
- Respond positively and promptly to patient enquiries, which may include highly sensitive and contentious information.
- Liaise with Legal Services regarding any complaints that may give rise to litigation and work closely with the Patient Safety Manager for any complaints subject to a Clinical Adverse Event or CAE.
We are looking for a highly skilled and experienced individual with a strong background in complaints management and investigation. The ideal candidate will have:
- A good knowledge of the NHS Complaints Procedure, Information Governance, Freedom of Information, and Data Protection.
- Excellent communication and interpersonal skills, with the ability to work effectively with a wide range of stakeholders.
- Strong analytical and problem-solving skills, with the ability to manage complex and sensitive information.
- Experience of working in a healthcare environment, with a strong understanding of the NHS and its procedures.
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 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.
