Interim Complaints Officer

Job Summary:

The Complaints Officer will work within the integrated Quality Department to ensure that complaints and inquiries are investigated and responded to within national and local timescales. This role supports senior staff and all departments to facilitate timely, high-quality investigations and responses on behalf of the Chief Executive Officer. The officer will provide day-to-day guidance to staff involved in complaints handling.

Key Responsibilities:

• Review and prioritize incoming complaint communications, initiating investigations with appropriate staff.
• Manage complex and sensitive complaint information, providing expert support for thorough investigations in accordance with NHS standards.
• Co-ordinate complaints under local resolution and liaise with the Parliamentary Health Service Ombudsman when necessary.
• Maintain case files and ensure all documentation is organized to demonstrate adherence to procedures.
• Draft complaint responses for approval and ensure timely data entry into the complaints management system.
• Establish relationships with clinical and managerial staff to ensure effective communication in complaints management.
• Respond to patient inquiries with sensitivity, often requiring immediate action and collaboration with other staff and external agencies.
• Liaise with Legal Services regarding potential litigation related to complaints and work with the Patient Safety Manager on clinical adverse events.
• Facilitate and attend complaint meetings, taking notes and providing access to relevant documentation for staff.
• Handle verbal complaints promptly and professionally, escalating issues as needed.

Person Specification:

Qualifications/Training:

• Degree or equivalent experience in a complaints or similar department.
• Postgraduate qualification or specific complaints handling training is desirable.

Experience:

• Experience in handling complex complaints and influencing departmental practices.
• Liaison with external bodies (e.g., Parliamentary Health Service Ombudsman, CQC).
• Customer service experience and basic knowledge of medical terminology.
• Administrative experience in a healthcare or customer care setting.
• Awareness of current health service issues.

Knowledge:

• Familiarity with NHS Complaints Procedure and compliance with policies and procedures.
• Strong understanding of Information Governance, Freedom of Information, and Data Protection Act.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).

Skills & Abilities:

• Strong planning, organizational, and time management skills.
• Ability to manage sensitive information confidentially and empathize with complainants.
• Excellent interpersonal and conflict management skills.
• Strong attention to detail and ability to analyze complex information.

Personal Qualities:

• Ability to work independently and as part of a team.
• Flexible and adaptable to the needs of the service.
• Motivated, enthusiastic, and committed to continuous personal and professional development.

Contractual Responsibilities:

• Maintain confidentiality and integrity of information.
• Familiarity with health and safety policies and risk management.
• Commitment to equality and diversity.
• Compliance with infection control policies and safeguarding responsibilities.