Complaints Officer

2 weeks ago

Birmingham, United Kingdom Service Care Full time

**Service Care Solutions are currently recruiting for a Band 5 Patient Relations Complaints Officer to work within the NHS on a ongoing temporary agency contact. This role will be based in the Birmingham area.***:
**Hours**
37.5 hours per week (Monday - Friday)
9am - 5pm

**Rate**
£17.10 PAYE - Paid weekly through direct engagement
Inclusive of Holiday and Pension

**Main Duties**
The Patient Relations Officer in Complaints will work in partnership with the divisional manager to ensure effective handling of complaints within there assigned areas of responsibility, which could involve duties such as:

- **Sensitively and compassionately liaising with patients, families, carers and complainants to obtain relevant information that they possess that will support the investigation of their concerns.**:

- ** Working in a person-centred way in line with the requirements of current NHS Complaints and associated legislation, to liaise directly with complainants in order to facilitate resolution of their complaints. At all times, working with sensitivity, diplomacy, professionalism and integrity and deliver high standards.**:

- ** Directly managing their own caseload, including highly complex and sensitive complaints information, and provide support and advice to divisional staff to ensure thorough, timely and effective complaint investigations that meet the standards and KPIs set by the NHS Complaints legislation and local requirements.**:

- ** Risk assessing and processing new complaints in line with the Patient Relations policy and procedures, providing signposting where necessary and appropriate.**:

- ** Using risk assessment frameworks and guidance to identify risk and take responsibility for the appropriate escalation of complaints and concerns where there is or appears to be a risk to the safety and wellbeing of patients, NHS and staff or members of the public.**:

- ** Planning, organising and co-ordinating complaints investigations and responses**:

- ** Ensuring completion of complaints handling is in line with NHS complaint legislation, frameworks, internal policies and guidance. Where cases are at risk of breaching timescales, to escalate this at the earliest opportunity.**:

- ** Writting professional complaint responses, ensuring good grammar, consistent approach and a professional style suitable for the reader, before gaining approval via the quality assurance process in readiness for the Chief Executive to sign.**

**Benefit of Service Care Solutions**
- ** Excellent pay rates**:

- ** Exceptional referral bonuses**:

- ** Approved supplier to over 400 organizations nationwide**:

- ** Nationwide provider to over 40 different NHS trust & private **organisations**:

- ** Subsidised training/ FREE mandatory training**:

- ** Dedicated and experienced one-to-one consultant support**:

- ** DBS checks provided via online services free of charge**:
Full job spec on request

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