Complaints Lead (Fixed term)

We are seeking an experienced, confident and highly organised complaints lead to join our GP practice team on a fixed term basis until the 28th of August 2026. This is a key role focused on ensuring that all patient feedback and complaints are managed in line with NHS standards, statutory requirements, and our practices commitment to delivering high-quality patient care.

Main duties of the job:

• Act as the central point of contact for all formal and informal complaints, concerns and feedback.
• Oversee the full complaints process from initial acknowledgement through to investigation, response, and learning dissemination.
• Ensure that all concerns are handled professionally, sensitively, and within required timeframes.

About us:

Highfield surgery is a well established NHS general practice located on the first and second floor of the purpose built south shore primary care centre in Blackpool, serving around 13,500 registered patients. Our team is both extensive and highly skilled, including GP partners, salaried GPs, a full nursing team, clinical pharmacists, pharmacy technicians and robust administrative staff.

Job responsibilities:

• Maintain the practices database on complaints and monitoring and reporting on complaint trends.
• Coordinate investigations and ensure all complaints are handled within stipulated timescales, including acknowledging complaints within 3 working days.
• Review complaint details, assess complexity, and identify required expertise for investigations.
• Draft comprehensive responses to complainants, ensuring all points raised are addressed, including apologies where appropriate.
• Collaborate with other departments to resolve complaints and implement improvements.
• Deputise for the practice manager regarding complaints in their absence when required.
• Participate in training and development activities to stay informed about best practices in complaints handling.
• Ensure that the partnership GPs are kept informed of any patterns and significant events are completed if required.
• Liaise with and resolve communication received from the Ombudsman or NHS England.
• Ensure that correspondence from the Ombudsman or NHS England is appropriately dealt with.
• Communicate complex, sensitive and contentious information regarding complaints.
• Maintain confidentiality throughout the complaints process, adhering to Data Protection Act 2018 principles.
• Ensure the practice's complaints process adheres to the NHS Complaints Regulations 2009, CQC Regulation 16 and CQC Regulation 17.

Person Specification:

Skills and abilities:

• Excellent written and verbal communication skills.
• Strong organisational skills and meticulous attention to detail.
• Ability to maintain impartiality and objectivity throughout the complaints process.
• A proactive approach to identifying learning opportunities and implementing improvements.
• Proficiency in using IT systems for logging and managing complaints.

Experience:

• Completion of formal complaints handling training or significant experience in managing and responding to complaints.
• Demonstrable understanding of the NHS Complaints Regulations 2009.
• Familiarity with the Data Protection Act 2018 principles.
• Experience in managing and coordinating complex administrative processes.
• Understanding of relevant clinical and operational areas within general practice.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a submission for Disclosure to be made to the Disclosure and Barring Service.