At a Glance
- Tasks: Lead investigations into patient complaints and enhance the patient experience.
- Company: Join Homerton Healthcare, a top-rated NHS Trust committed to excellence.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Dynamic team culture focused on learning and growth.
- Why this job: Make a real difference in patient care and contribute to meaningful improvements.
- Qualifications: Must be a registered healthcare professional with clinical experience.
The predicted salary is between 58133 - 65261 £ per year.
Homerton Healthcare are excited to offer a new opportunity to clinical staff who are looking to move into corporate roles. We have two new clinical complaints officers and are thrilled to welcome new members of staff into the team. As part of our patient experience team, you will be managing complaints for the clinical divisions with a focus on learning from these complaints and translating that learning into action to improve the patient's experience. You will also ensure that as a team and division, we engage meaningfully with our patients and involve them in our developments and improvements.
The Clinical Complaints Officer will take the lead in investigating and reviewing complaints on behalf of the Trust, supporting patients, families, and staff through the complaint process. The post holder will conduct thorough investigations into patient complaints ensuring Being Open principles are applied. This role will include dealing with and providing support to individuals who may be upset, angry, or deeply distressed.
Main duties of the job:
- Under the direction of the Patient Experience Lead, work with the Patient Experience team, Divisional Teams, and services to lead high-quality investigations into patient complaints across the organisation.
- Work with the patient experience lead to ensure timely responses to complaints.
- Improve the trust complaint response time.
- Enhance service user involvement within the trust to better our services and gather meaningful input into service delivery.
- Be the main point of contact for patients, families, and staff involved in a complaint.
- Establish communications with those affected to guide and support them through the complaint process.
- Ensure Trust-wide standards are maintained and monitored to improve the quality of care.
- Actively participate in the Improving Patient Experience Committee (IPEC) to demonstrate how learning from complaints translates into action and improvements.
About us:
Homerton Healthcare NHS Foundation Trust is a high performing organisation serving the population of Hackney, East London, The City, and beyond. We are proud that Homerton Hospital has attained the highest possible rating of 'Outstanding' from the Care Quality Commission (CQC). Our integrated Trust provides comprehensive hospital and community health services for its local population and a range of specialist services for a wider group of patients.
We are committed to equality and value diversity, ensuring inclusion for all staff, which is reflected in our policies and procedures. All staff are expected to embody our Trust values at all times. We are also committed to fair recruitment standards, ensuring all applicants are treated fairly.
Homerton has a proud tradition of supporting and developing its staff, including its well-regarded nursing community, and all staff can take advantage of a great range of benefits.
Person Specification:
- Education / Qualifications: Educated to Masters level or equivalent experience in Nursing, Midwifery, or an Allied Health Profession (Must be registered).
- Skills/ Abilities: Knowledge and experience of clinical governance processes, ability to analyse and review aspects of the patient's care pathway, excellent presentation skills.
- Experience / Knowledge: Expertise in completion of systems-based investigations, experience of working collaboratively with patients/services/stakeholders to improve service quality.
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a Disclosure and Barring Service check will be necessary. Applications from job seekers requiring current Skilled Worker sponsorship to work in the UK are welcome.
Clinical Complaints Officer employer: National Health Service
Betsi Cadwaladr University Health Board is an exceptional employer, offering a supportive and collaborative work environment for healthcare professionals in North Wales. With a commitment to employee development and a focus on compassionate care, staff have access to continuous professional development opportunities and the chance to make a meaningful impact in both acute and community paediatrics. The Health Board's integrated approach ensures that employees are part of a dynamic team dedicated to improving health outcomes for the local population.
StudySmarter Expert Advice🤫
We think this is how you could land Clinical Complaints Officer
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We think you need these skills to ace Clinical Complaints Officer
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at National Health Service.
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Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at National Health Service. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at National Health Service
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In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
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Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
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