Complaints Handler

The Complaint Handler isresponsible for the effective coordination, investigation, and resolution ofcomplaints received from patients, Integrated Care Boards (ICBs), and theParliamentary and Health Service Ombudsman (PHSO).The postholder will ensure that all complaints are managed in accordance withHarrow Healths Complaints Policy, NHS Complaint Regulations, and statutorydata-protection requirements.The role supports organisational learning by identifying themes, contributingto quality-improvement initiatives, and promoting a culture of openness,fairness, and continuous improvement.Main duties of the jobComplaint ManagementReceive, log, and acknowledge complaints within mandatedtimescales.Ensure complaints are investigated promptly, thoroughly, andobjectively in line with local and national procedures.Liaise with clinical, administrative, and operational teamsto gather accurate and comprehensive information.Maintain regular communication with complainants, ensuringthey are kept informed throughout the process.Drafting and RespondingPrepare clear, precise, and empathetic written responses onbehalf of the organisation.Ensure response letters reflect factual accuracy, clinicalinput (where required), and compliance with internal quality standards.Coordinate responses for ICBs and the PHSO, ensuringsubmissions are timely and meet required formats.Prepare clear, precise, and empathetic written responses onbehalf of the organisation.Ensure response letters reflect factual accuracy, clinicalinput (where required), and compliance with internal quality standards.Coordinate responses for ICBs and the PHSO, ensuringsubmissions are timely and meet required formats.Governance and ReportingMaintain accurate, secure, and confidential records inaccordance with data-protection legislation and internal governancerequirements.Contribute to the preparation of reports, including complaintstatistics, emerging trends, and lessons learned.Support quality-improvement activities arising from complaintthemes and patient-experience feedback.About usHarrow Health CIC began in 2007 by a group of Harrow GPs,whose sole aim was to ensure patients receive a high-quality clinical careservice within the community. Over the years, Harrow Health has expanded. Wenow provide many consultant-led services within the community, which includeEnhanced Frailty Service, Dermatology, ENT and ADHD Service. Harrow Health,under the Right To Choose (RTC) option, has recently been commissioned by NorthWest London ICB to deliver ADHD services within the region and across the wholeof England.Our vision is to provide high quality patient care,enhancing patient experience by providing excellent clinical effectiveness in asafe environment; working in partnership to provide gold standard services anddevelop a sustainable future for the local health community.Job responsibilitiesKey Responsibilities:Complaint ManagementReceive, log, and acknowledge complaints within mandatedtimescales.Ensure complaints are investigated promptly, thoroughly, andobjectively in line with local and national procedures.Liaise with clinical, administrative, and operational teamsto gather accurate and comprehensive information.Maintain regular communication with complainants, ensuringthey are kept informed throughout the process.Drafting and RespondingPrepare clear, precise, and empathetic written responses onbehalf of the organisation.Ensure response letters reflect factual accuracy, clinicalinput (where required), and compliance with internal quality standards.Coordinate responses for ICBs and the PHSO, ensuringsubmissions are timely and meet required formats.Prepare clear, precise, and empathetic written responses onbehalf of the organisation.Ensure response letters reflect factual accuracy, clinicalinput (where required), and compliance with internal quality standards.Coordinate responses for ICBs and the PHSO, ensuringsubmissions are timely and meet required formats.Governance and ReportingMaintain accurate, secure, and confidential records inaccordance with data-protection legislation and internal governancerequirements.Contribute to the preparation of reports, including complaintstatistics, emerging trends, and lessons learned.Support quality-improvement activities arising from complaintthemes and patient-experience feedback.Stakeholder EngagementBuild effective working relationships across clinical andnon-clinical teams.Ensure sensitive issues are handled with professionalism,discretion, and fairness.Support training and awareness-raising activities relating tocomplaint handling and patient experience.Person SpecificationPersonal attributesProactive, self-motivated, and adaptablePositive approach and smartly dressedFlexible working to cover colleagues as neededPersonal QualitiesWilling to attend scheduled meetings at office when occasion / nature of the work demandsQualificationsDegree-level education (or equivalent)Up to date Statutory and Mandatory Training / be willing to undertake the trainingNVQ in Business Admin. or Customer RelationsSkills/KnowledgeEmpathy and understanding of ADHDHighly organized with ability to manage multiple taskExcellent organisational skillsEvidence of cross boundary multi agency workingIT LiterateExperienceExperience in managing and / or auditing compliance within clinical serviceProven track record of implementing and maintaining quality management systemsExperience in developing, reviewing, and improving service delivery modelsCustomer focused service delivery in a healthcare settingAbility to deal with situations sensitively and appropriately, always remaining polite and calmExperience in participating in a change processEvidence of management experience / trainingDisclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. #J-18808-Ljbffr