Complaints Officer

The post holder is pivotal in supporting the Complaints Manager in providing quality assurance in relation to patient experience and improving commissioned services to patients. The post holder will be line managed by the Complaints Delivery Manager and together ensure we meet its duty to investigate complaints.

The post holder will maintain and develop systems for the effective management of complaints, comments and compliments on our services from patients and the public, ensuring that this is done in keeping with our Complaints Policy and Department of Health guidance. The post holder will support implementation of systems, policy, process and guidance as they emerge

Specific duties

Working with the Complaints Manager to support the complaints function across the eight Integrated Care Boards.

• To interact with complainants to ensure that their concerns are logged and investigations are actioned in a sympathetic and appropriate way.
• Timely acknowledgment and logging of all complaints whether written or verbal.
• Liaise with provider organisation to ensure robust investigation into complaint about the services they provide and liaise with GPs regarding complaint about co-commissioned /primary care services.
• Case Management
• Ensure database is well maintained to ensure robust and timely reporting both internally and externally.

In this outward facing role the successful applicant will ensure that all complaints are managed within our Complaints Procedure. This will require working with staff at all levels.

To foster and develop strong, outward facing collaborative working relations with commissioned provider organisations, Local Authorities and stakeholder groups (including staff groups and members of the public) to ensure complaints are managed and responded to in an appropriate and timely manner.

Work closely with Quality Team colleagues and Safeguarding colleagues where appropriate to ensure quality and safeguarding issues raised through the quality mechanism are acted on appropriately and via the correct process.

To ensure that the systems and process that are used for the management of the complaints function are up-to-date.

Contribute to and enable a culture of transparency, openness and learning in complaints management.