Complaint Resolution Specialist

4 weeks ago


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

About the Role

We are seeking a highly skilled and experienced individual to join our Patient Experience Team as a Complaint Investigator. The successful candidate will play a key role in supporting the patient experience journey for children, young people, and families accessing Children and Young People's Specialist Services.

Key Responsibilities

  • Conduct thorough investigations into incidents and complaints on behalf of Hertfordshire Community NHS Trust (HCT) to support learning and recommendations for an improved patient experience.
  • Work autonomously as the lead investigator or, where necessary, work in conjunction with colleagues (internal and external) and escalate identified risks to appropriate quality and senior operational leads.
  • Be responsible for ensuring compliance with all statutory reporting requirements in relation to complaint and incident reporting and response to parents/carers and other stakeholders.
  • Support the Patient Experience Team with implementing the HCT's Complaints and Concerns Policy, ensuring that complaints and concerns are investigated and responded to professionally and appropriately, identifying lessons learned so that there is continuous improvement of services.
  • Provide and receive highly complex, sensitive, and contentious information relating to incidents, complaints, and other investigations, presenting this information to teams and groups as appropriate.

About Us

Hertfordshire Community NHS Trust is committed to providing outstanding services and improving the health and wellbeing of the communities we serve. We are looking for someone who shares our vision and values and is passionate about delivering high-quality patient experience.



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