Complaints Officer in Truro

Job summary

The Complaints Officer supports the delivery of an excellent patient and family experience by managing concerns, complaints, feedback, compliments, and enquiries in a timely and compassionate manner. Acting as a key point of contact for service users, families, and staff, the post holder provides information, advice, signposting, and support throughout the complaints process.

The role involves direct communication with patients, the public, and Trust staff through meetings, telephone conversations, and written correspondence, ensuring all feedback is managed in accordance with national guidance and Trust policies. The post holder also provides administrative support for complaint investigations while maintaining strict confidentiality when dealing with sensitive issues.

Based within the Corporate Care Group, the Complaints Officer reports to the Director of Integrated Governance and Chief Nursing Officer and works closely with Clinical Governance teams, Corporate services, and clinical and non-clinical managers across all Trust sites to deliver a responsive, accessible, and integrated complaints service.

Main duties of the job

Key responsibilities include:

Managing a caseload of complaints and enquiries independently, prioritising work and monitoring investigation progress.

Communicating with patients, families, carers and staff through meetings, telephone calls, emails and written correspondence.

Providing advice on NHS and Trust complaints procedures and supporting individuals through the complaints process.

Resolving concerns informally where appropriate and de-escalating challenging situations.

Identifying and escalating patient safety, safeguarding, reputational or organisational risks.

Liaising with clinical, governance and management teams to facilitate investigations and complaint resolution.

Attending Local Resolution Meetings and supporting both service users and Trust staff.

Maintaining accurate records on Datix and ensuring compliance with complaints regulations and Trust policies.

Reviewing, quality assuring and proofreading complaint responses to ensure investigations are thorough, accurate and meet Trust standards.

Providing cover for colleagues, deputising for the Complaints Manager when required, and supporting the wider Patient Experience Team.

Building effective relationships across clinical and non-clinical services and promoting a culture of learning from feedback to improve patient experience and care quality.

About us

Royal Cornwall Hospitals NHS Trust (RCHT) is at the heart of acute and specialist care for Cornwall and the Isles of Scilly. We care for a population of around 470,000 people, a number that increases during visitor seasons. We employ around 6,700 staff, united by a shared commitment to deliver safe, high-quality care. We provide services across three main hospital sites, with around 780 inpatient beds:

Royal Cornwall Hospital in Truro

St Michael's Hospital in Hayle

West Cornwall Hospital in Penzance

As a teaching hospital, we're proud to work in partnership with the University of Exeter Medical School, the University of Plymouth School of Nursing and Midwifery, and Peninsula Dental School, supporting the next generation of health professionals. We're committed to staying at the forefront of medical advance; investing in our people, developing our facilities, and expanding the specialist care we can offer locally so more patients can receive the care they need closer to home. We have a growing reputation for research and innovation that helps shape better care for the future. The Knowledge Spa, located on our Truro site, is a vibrant hub for medical, nursing and professional education across clinical and non-clinical roles. It plays a vital role in attracting, developing and retaining highly skilled teams.

We are driven by one clear ambition, Outstanding Care for One and All, care that's safe, kind and high-quality. We are RCHT.