Clinical Complaints OfficerNHS

Job summary

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 not only will you be managing complaints for the clinical divisions but you will also have a focus on what we are learning from our complaints and how that learning can be translated into action to improve the patient's experience. Your focus will also be ensuring that as a team and as a division, we are engaging with our patients meaningfully and involving them in our developments and improvements. If you are a registered health care professional and are looking for a change then this job might be for you.

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 process of a complaint. The post holder will conduct thorough investigations into patient complaints ensuring Being Open principles are applied. When engaging with those affected, the purpose is to provide explanation and support through the process. This role will include dealing with and providing support to individuals who are likely upset, angry and possibly deeply distressed.

***The applicant must have a clinical background and must be a registered professional either with the NMC or the HCPC. ***

Main duties of the job

• Under the direction of the Patient Experience Lead, the Clinical Complaints Officeris responsible for working with the Patient Experience team, Divisional Teams andservices to lead high-quality investigations into patient complaints across theorganisation.
• Work with the patient experience lead to ensure we respond to complaints well and on time
• To improve the trust complaint response time
• To improve service user involvement within the trust to better our services and to gather meaningful input into service delivery etc.
• To be the main point of contact for patients, families, and staff involved in acomplaint.
• To establish communications with those affected to guide and support themthrough the complaint process - for patients and staff.
• Ensure Trust wide standards are maintained and monitored to improve the qualityof care to all that come into contact with services provided by Homerton HealthcareNHS Foundation Trust.
• Actively input and participate in the Improving Patient Experience Committee(IPEC) to demonstrate how the learning gleaned from the complaints translatesinto action and improvements.

Job description

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both documents please view the attachment/s on this page.

About us

Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, The City and beyond.

We are extremely proud of the fact that Homerton Hospital has recently 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. In addition, the Trust manages services out of St Leonard's Hospital and the Mary Seacole Nursing Home.

Homerton aims to ensure equality and value diversity, and we are committed to inclusion for all of our staff. This is reflected in our policies, procedures and People Plan. All of our staff are expected to embody our Trust values at all times.

We are also committed, through our Fair Recruitment Standards, to ensuring all applicants are treated fairly.

Homerton has a proud tradition of supporting and developing its staff, including its well-regarded and valued nursing community, and all staff are able to take advantage of a great range of benefits.

Homerton is proud to have been included on the HSJ & Nursing Times Best Places to Work list.