Complaint Resolution Specialist

4 weeks ago


Welwyn Garden City, Hertfordshire, United Kingdom Hertfordshire Community NHS Trust Full time

Job Summary

Hertfordshire Community NHS Trust is seeking a skilled professional to support the patient experience journey for children, young people, and families accessing Children and Young People's Specialist Services. The successful candidate will play a key role in investigating incidents and complaints, ensuring compliance with statutory reporting requirements, and supporting the Patient Experience Team in implementing the Trust's Complaints and Concerns Policy.

Main Responsibilities

The post holder will be responsible for:

  • Conducting thorough investigations into incidents and complaints, acting as Investigating Officer unless otherwise agreed.
  • Working autonomously or in conjunction with colleagues to identify risks and escalate to appropriate quality and senior operational leads.
  • Ensuring compliance with statutory reporting requirements and responding to parents/carers and other stakeholders.
  • Supporting the Patient Experience Team in implementing the Trust's Complaints and Concerns Policy, identifying lessons learned, and driving continuous improvement of services.
  • Providing and receiving complex, sensitive, and contentious information, presenting findings to teams and groups as appropriate.

About the Role

This is an exciting opportunity for a skilled professional to join our Patient Experience Team and contribute to improving the patient experience for children, young people, and families accessing our services. The successful candidate will be working in a dynamic and supportive environment, with opportunities for professional development and growth.



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