Compliants Officer - Band 5

Hi all, Im currently recruiting for a Complaints officer role in the NHS.

Please apply for more details.


Hours- 37.5
Location - Birmingham
Rate - 16.85-17.03 PAYE


the first point of contact for individuals or their representatives wishing to raise a concern or
complaint regarding a Trust service
 Provide non-clinical advice to patients/service users or carers and be responsible for escalating a
concern or complaint where patient safety appears to be at risk
 Manage a caseload of individual complaints from initial contact to liaising with and advising
clinicians and senior managers who are responsible for providing investigation reports and
complaints responses.

This will include administrative logging on Datix, initial investigation
planning including identification of key issues to be addressed and the reviewing of investigations
to ensure they cover all aspects of the original complaint
 Input and maintain up to date comprehensive records on Datix including complaints logging,
recording of subjects, recommendations, outcomes and learning
 Draft high quality responses for the Chief Executive’s signature on receipt of complaints
investigations reports
 Ensure that all cases are produced and dispatched within the time limits of the NHS Complaints
procedure to required standards
 Communicate verbally and in writing with complainants to discuss the management of their
complaint and offer information on the process that will be followed
 Ensure that complainants are not adversely treated as a result of having complained
 Ensure that complainants are kept informed at all stages of the progress of their complaint
including when changes or delays occur within the agreed timescale
 Liaise with all levels of staff across the organisation to ensure that complaints are handled
speedily and effectively
 Work closely with Directorates that use QI methodology for complaints handling
 Liaise with services to ensure actions arising from recommendations are completed on time
 Contribute to learning lessons events so that local actions can be implemented across the Trust
 Support the KO41 process, ensuring that all required information is in place
 Coordinate meetings between complainants and services, chairing or taking notes where required
 Work with Non Executive Directors to undertake the annual NEDS complaints audit

Benefits of Service Care Solutions • 250 training allowance • Excellent pay rates • Exceptional referral bonuses • Specialist’s Non-Medical Non Clinical consultants offering single point of contact • Frequent notifications for upcoming opportunities via text and email • Nationwide provider of staff to cover over 40 different NHS trust and private organisations • DBS disclosures provided via fast track online services free of charge.

If this role sounds of interest contact matt.clarke@servicecare.org.uk or 01772208953.


  • Location: Birmingham, England
  • Salary: £13 - £16.85 per hour
  • Type: Contract
  • Recruiter: Service Care Solutions Ltd
  • Posted: 27-Sep-2022
  • Posted on: careers4a.com