Service Care Solutions Ltd
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Compliants Officer - Band 5

Hi all, Im currently recruiting for a Complaints officer role in the NHS.

Please apply for more details.


Hours- 37.5


Location - Birmingham


Rate - 16.85-17.03 PAYE




  • the first point of contact for individuals or their representatives wishing to raise a concern or

  • complaint regarding a Trust service

  •  Provide non-clinical advice to patients/service users or carers and be responsible for escalating a

  • concern or complaint where patient safety appears to be at risk

  •  Manage a caseload of individual complaints from initial contact to liaising with and advising

  • clinicians and senior managers who are responsible for providing investigation reports and

  • complaints responses.

    This will include administrative logging on Datix, initial investigation

  • planning including identification of key issues to be addressed and the reviewing of investigations

  • to ensure they cover all aspects of the original complaint

  •  Input and maintain up to date comprehensive records on Datix including complaints logging,

  • recording of subjects, recommendations, outcomes and learning

  •  Draft high quality responses for the Chief Executive's signature on receipt of complaints

  • investigations reports

  •  Ensure that all cases are produced and dispatched within the time limits of the NHS Complaints

  • procedure to required standards

  •  Communicate verbally and in writing with complainants to discuss the management of their

  • complaint and offer information on the process that will be followed

  •  Ensure that complainants are not adversely treated as a result of having complained

  •  Ensure that complainants are kept informed at all stages of the progress of their complaint

  • including when changes or delays occur within the agreed timescale

  •  Liaise with all levels of staff across the organisation to ensure that complaints are handled

  • speedily and effectively

  •  Work closely with Directorates that use QI methodology for complaints handling

  •  Liaise with services to ensure actions arising from recommendations are completed on time

  •  Contribute to learning lessons events so that local actions can be implemented across the Trust

  •  Support the KO41 process, ensuring that all required information is in place

  •  Coordinate meetings between complainants and services, chairing or taking notes where required

  •  Work with Non Executive Directors to undertake the annual NEDS complaints audit


Benefits of Service Care Solutions
, 250 training allowance
, Excellent pay rates
, Exceptional referral bonuses
, Specialist's Non-Medical Non Clinical consultants offering single point of contact
, Frequent notifications for upcoming opportunities via text and email
, Nationwide provider of staff to cover over 40 different NHS trust and private organisations
, DBS disclosures provided via fast track online services free of charge.
If this role sounds of interest contact matt.clarke@servicecare.org.uk or 01772208953.