Complaints Officer

Job description

Job responsibilities

Key Responsibilities

• Receive, acknowledge, and investigate patient complaints in a timely and professional manner.
• Liaise with patients, clinical staff, and external bodies to gather relevant information regarding complaints.
• Provide clear, empathetic communication with patients throughout the complaints process.
• Ensure complaints are handled in accordance with NHS guidelines, GDPR, and practice policies.
• Prepare detailed reports on complaints trends and outcomes for the CEO and clinical team.
• Identify patterns in complaints and recommend service improvements to reduce recurrence.
• Support clinical staff with training or guidance on handling patient concerns.
• Maintain accurate records of complaints, investigations, and outcomes.
• Work collaboratively with the wider practice team to uphold high standards of patient care and confidentiality.
• Attend relevant meetings and contribute to continuous quality improvement initiatives.

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

• Reporting potential risks identified

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the Practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication:

• The post-holder should recognise the importance of effective communication within the team and will strive to:
• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize peoples needs for alternative methods of communication and respond accordingly

Person Specification

Qualifications

Essential

• * Previous experience in complaints handling.
• * Strong understanding of complaints procedures, patient rights, and data protection regulations.
• * Excellent communication skills, both written and verbal, with the ability to handle sensitive situations tactfully.

Desirable

• * Experience preferably in a healthcare setting such as a GP Practice or NHS environment.
• * Strong understanding of NHS.
• * Empathy, patience, and the ability to remain calm under pressure.
• * Strong organizational skills with attention to detail and the ability to manage multiple cases simultaneously.
• * Problem-solving skills and the ability to recommend effective solutions.
• * Proficiency in IT, including Microsoft Office and patient record systems.
• * Relevant qualifications or training in customer service, complaint handling, or healthcare administration are desirable.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Granta Medical Practices

Address

London Road

Sawston

Cambridge

CB22 3HU

Employer's website

https://www.grantamedicalpractices.co.uk (Opens in a new tab)