About the role
Salary: Negotiable
The postholder will manage and coordinate complaints relating to both clinical and non-clinical aspects of our services. This will include reviewing relevant clinical records, establishing the facts, liaising with clinicians and Practice staff, communicating with patients and preparing or contributing to formal responses.
Lead or coordinate investigations into patient complaints and concerns.
Review relevant clinical records and information where appropriate.
Liaise with GPs, nurses, pharmacists, AHPs and administrative colleagues.
Communicate sensitively and professionally with patients and their representatives.
Prepare clear, accurate and compassionate complaint responses.
Identify and appropriately escalate clinical risk, safeguarding and patient-safety concerns.
Analyse complaint themes and identify opportunities for service improvement.
Contribute to clinical governance, significant event reviews and quality improvement activity where appropriate.
Ensure learning from complaints is shared and acted upon.
Maintain accurate and confidential complaints records.
If you would like to find out more information about this
role, please see the attached job specification.