Complaint AdministratorNHS

Job summary

To provide efficient administrative support to the Trust's complaints service by receiving, recording, monitoring and coordinating complaints, ensuring accurate records, timely communication, compliance with NHS complaints standards and appropriate escalation of risks and delays

Main duties of the job

The Complaints Administrator provides administrative support to the Trust's complaints service, ensuring complaints and concerns are managed efficiently, accurately and within agreed timescales.

Key duties include:

• Receiving, logging and tracking complaints, concerns and enquiries on the Trust's complaints management system.
• Acting as a first point of contact for complainants, patients, relatives and staff, handling enquiries professionally and sensitively
• Preparing and issuing routine correspondence, acknowledgements and requests for information.
• Monitoring complaint deadlines and ensuring complainants are kept informed of progress where investigations are delayed.
• Liaising with clinical and non-clinical teams to obtain information required to support complaint investigations
• Ensuring appropriate consent is obtained and recorded before confidential information is shared.
• Maintaining accurate records, databases and electronic filing systems to support governance and reporting requirements.
• Supporting responses to requests from external organisations, including the Parliamentary and Health Service Ombudsman.
• Assisting with complaints reporting, feedback surveys, data analysis and identification of themes and trends.
• Providing general administrative support to the Complaints Team, including maintaining departmental resources and supporting service improvements.

Job description

For further information regarding the role please read the attached job description and person specification.

About us

Surrey and Sussex Healthcare NHS Trust is one of the region's busiest providers of healthcare. It was formed on 1 April 1998 following a merger between East Surrey Healthcare NHS and Crawley Horsham NHS Trusts. We are often referred to as 'SASH'.

We run East Surrey Hospital in Redhill, where we have more than 700 beds and provide acute and complex services. In addition, we provide a range of outpatient, diagnostic and less complex planned services at The Earlswood Centre, Caterham Dene Hospital, Crawley Hospital and Horsham Hospital.

Every year, over 120,000 people attend our Emergency Department, we deliver nearly 4,000 babies and almost half a million people have outpatient appointments with us.

We are a major local employer, with a diverse workforce of around 5,500 staff providing healthcare services to a growing population of some 744,000 people.

We are proud to be an inclusive employer, and we work hard to create an environment where everyone feels valued and supported. At our Trust, we strive to be the best place to work and receive care. We are dedicated to supporting you in your current role while helping you grow and develop your career. As part of our team, you will have access to excellent training opportunities, flexible working, dedicated support networks, and a strong emphasis on health and wellbeing to ensure a thriving and positive work environment.