Complaints Officer

Up to £26.62 per hour
West End

Job description

Morgan Hunt currently require a Complaints Officer for NHS based in North London

Pay Rate: £23.75ph PAYE WTR £2.87 Total: £26.62ph

Hours: 37.5 hrs 08:00am to 16:30pm Mon to Fri

Location: North London

Duration 3 months on going contract

Job summary:

To ensure that complaints are managed in line with the trust's Complaints Policy, our World Class Care Values, and requirements set down nationally through the NHS England Complaints Regulations 2009.

To liaise with and support managers and staff across the trust, to ensure a seamless process for the management of complaints and a systematic process for learning and service improvement as a result of the complaint.

Undertake quality assurance of draft complaint response letters prior to executive sign off and produce regular reports on divisional performance with regards to complaints.

Main responsibilities:

  • Work as part of a team to provide a complaints case management service to patients, the public and staff.
  • Manage the investigations and draft responses for complaints received and assigned to their caseload.
  • Provide an identifiable, accessible service to assist patients and carers with concerns, complaints and queries, providing information to help make their contact with the NHS as easy as possible.
  • Identify issues from contacts with patients, relatives and carers concerning the service they receive and help drive service improvement.
  • Use skills of influence, mediation and negotiation to help achieve the most appropriate resolution to a complaint.
  • Challenge colleagues at all levels of seniority when necessary during an investigation
  • Guide a complainant through the formal complaints procedure at each stage and provide a high quality written response letter to complainants or their nominated representative.
  • Review and update actions promised as a result of complaint investigations to help ensure that learning from complaints and changes to practice have been followed through.
  • Record any incidents accurately and appropriately on Datix
  • Record all complaints cases accurately and appropriately on Datix
  • Be computer literate with Microsoft Word, Excel and Outlook and to use the Trust's patient administration systems and the database for recording complaints and incidents (Datix)
  • Ensure the complaints section of Datix is utilised appropriately and completed thoroughly.
  • Ensure accurate recording of actions taken to assist handover.
  • Ensure that the disclosure of information/medical records is in line with the General Data Protection Act
  • Carry out your duties in accordance with information governance and other related policies

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.


Jeevan Nandra
Associate Consultant
Property & Construction Team
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