Patients Complaints Officer

  • Location
    Bolton, Manchester
  • Salary
  • Job type
  • Industry
    Public Sector and Government
  • External Reference
  • Category
    Office and Secretarial - Administrator

We are urgently looking to recruit a Patients Complaints Officer into a temporary role for approximately 2 months

The hours are Monday to Friday, 37.5 hours


To have an extensive knowledge and understanding of a complaints process and an ability to prioritise work in a customer focused setting.

Responsibility for a caseload of complaints, as delegated by the Patient Experience Manager.

Manage complaints, ensuring they are dealt with in line with the trust Concerns and Complaints policy.

Manage complaints which progress to the Parliamentary Health Service Ombudsman, being responsive and maintaining robust communication.

Co-ordinate own caseload, carefully checking responses to ensure thoroughness, appropriateness and accuracy. Where necessary, seek clarification or additional information and gain advice from the lead investigator.

Organise and facilitate meetings with complainants and relevant staff in order to facilitate resolution of concerns or complaint.

Be responsible for effective time management in order to prioritise an unpredictable workload, whilst ensuring that complaint responses are provided within agreed time frames.

Work as a flexible team player supporting and deputising for other team members as necessary.

Support the development of effective systems to collect, monitor, review and learn from patient and public feedback including satisfaction surveys, websites, comments & suggestion schemes, consultation and engagement events.

Maintain knowledge of current guidance and legislation in relation to Patient and Public involvement and interpret policy to support the Patient Experience Manager to ensure implementation of legislation locally.

Facilitate, promote and advocate effective communication between users and healthcare professionals to resolve conflict and concerns, often in emotional and distressing circumstances, exploring the most suitable and appropriate form of action needed to meet their needs.

Work independently and unsupervised, referring to and liaising with senior staff, to ensure patients concerns and unacceptable standards of care are resolved appropriately, ensuring corrective action is taken.

Prepare and deliver presentations/training sessions to a variety of audiences, in relation to complaints PALS and methods to gain patient and carer feedback.

Contribute to analysis, and present detailed information on trends and themes from complaints, PALS concerns, and postings. Using this information to support a variety of reports for appropriate committees.

To support the co-ordination, monitoring and archiving of Patient Information across Trust, ensuring national guidelines are adhered to.

The post holder will be required to undertake any other duties and responsibilities

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Linda Reynolds