Complaints Officer | University Hospitals Coventry and Warwickshire NHS Trust

Complaints Officer | University Hospitals Coventry and Warwickshire NHS Trust

Are you looking to try a new role and a new challenge?

Why not consider joining the Patient Experience Team as a Complaints Officer.

We have a new position available in the Team for someone with experience in handling and processing formal complaints.

To work within our integrated Quality Department, supporting patients and their relatives to ensure complaints and enquiries are investigated and responded to within national and locally set timescales.

To support senior members of staff and all wards and departments to enable timely and high quality investigations and provide responses on behalf of the Chief Executive Officer.

In addition, provide day-to-day guidance to all staff involved in complaints and investigation handling within the Trust.

Please be advised there is a proposed interview date of 11 August 2026.

The job role will include

• Reviewing incidents and complaints received with appropriate escalation where required.
• Managing a caseload and following complaint process and escalation procedures
• Maintaining Datix electronic records for incidents, complaints and compliments
• Liaising with complainants
• Coordinating and/or leading on the review of complaints and incidents
• Participating in complaints meetings
• Supporting with the completion of reports for both internal and external stakeholders
• Keeping up to date records
• Previous experience within a health care environment and a working knowledge of the NHS Complaints procedure isessential.
• The successful applicant will have NHS Complaints experience and be proficient in Microsoft Word/ Outlook and be able to produce accurately typed documents, letters, reports and e-mail correspondence.
• Supporting the Complaints Coordinator and the wider team through effective case management

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities.

There has never been a better time to join our team.

The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society.

We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care.

We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.

• Review incoming complaint communications, prioritise and initiate a review with the appropriate designated staff within the Trust.

The post holder will need comprehensive working knowledge of the NHS Complaints Procedure within an NHS complaints environment, and understanding of Information Governance, Freedom of Information and Data Protection policies within the NHS.

• Directly manage highly complex and sensitive complaints information and provide expert support and advice to ensure thorough complaint investigations against NHS/Trust standards to ensure timely responses and that the Trust meets the standards set by the NHS Complaints Procedure.
• The post holder will also co-ordinate complaints under further local resolution and have the skills to recognise when this has been exhausted and liaison needs to take place with the Parliamentary Health Service Ombudsman.
• Maintain case files for all ongoing complaints and ensure that all documentation has been collated in chronological order to demonstrate easily the requirements of the procedure have been adhered to.
• Contribute to the effective and efficient handling of cross agency complaints in line with the locally agreed protocols, taking the lead where appropriate.
• Draft complaint responses for approval by the Service Manager in readiness for the Chief Executive Officer to sign.
• Maintain Datix to ensure that all of the required information about each complaint is present in readiness for data analysis.
• Establish and maintain relationships with Lead Clinicians, Clinical Directors and all grades of staff and managers to ensure effective communication and a consistent approach to all issues relating to complaints management across the Trust.
• Once a complaint is resolved, ensure that all complaint outcomes/actions are entered on Datix and when appropriate liaise with Service Managers, Clinical Directors and Medical Directors with regard to completed action plans.
• Respond positively and promptly to complainant enquiries, which may include highly sensitive and contentious information.

Issues often require immediate action; therefore this would include liaising with other staff within the Trust and also often includes external agencies, such as other medical providers.

• Liaise with Legal Services regarding any complaints that may give rise to litigation and work closely with the Patient Safety Manager for any complaints subject to a Clinical Adverse Event.
• Facilitate and attend complaint meetings on a frequent basis, taking detailed notes .

The post holder must be able to diffuse difficult and complex situations, often involving challenging and bereaved relatives in a professional and empathetic manner at all times.

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