Job summary
The Complaint Handler is
responsible for the effective coordination, investigation, and resolution of
complaints received from patients, Integrated Care Boards (ICBs), and the
Parliamentary and Health Service Ombudsman (PHSO).
The postholder will ensure that all complaints are managed in accordance with
Harrow Healths Complaints Policy, NHS Complaint Regulations, and statutory
data-protection requirements.
The role supports organisational learning by identifying themes, contributing
to quality-improvement initiatives, and promoting a culture of openness,
fairness, and continuous improvement.
Main duties of the job
Complaint Management
- Receive, log, and acknowledge complaints within mandated
timescales.
- Ensure complaints are investigated promptly, thoroughly, and
objectively in line with local and national procedures.
- Liaise with clinical, administrative, and operational teams
to gather accurate and comprehensive information.
- Maintain regular communication with complainants, ensuring
they are kept informed throughout the process.
Drafting and Responding
- Prepare clear, precise, and empathetic written responses on
behalf of the organisation.
- Ensure response letters reflect factual accuracy, clinical
input (where required), and compliance with internal quality standards.
- Coordinate responses for ICBs and the PHSO, ensuring
submissions are timely and meet required formats.
- Prepare clear, precise, and empathetic written responses on
behalf of the organisation.
- Ensure response letters reflect factual accuracy, clinical
input (where required), and compliance with internal quality standards.
- Coordinate responses for ICBs and the PHSO, ensuring
submissions are timely and meet required formats.
Governance and Reporting
- Maintain accurate, secure, and confidential records in
accordance with data-protection legislation and internal governance
requirements.
- Contribute to the preparation of reports, including complaint
statistics, emerging trends, and lessons learned.
- Support quality-improvement activities arising from complaint
themes and patient-experience feedback.
About us
Harrow Health CIC began in 2007 by a group of Harrow GPs,
whose sole aim was to ensure patients receive a high-quality clinical care
service within the community. Over the years, Harrow Health has expanded. We
now provide many consultant-led services within the community, which include
Enhanced Frailty Service, Dermatology, ENT and ADHD Service. Harrow Health,
under the Right To Choose (RTC) option, has recently been commissioned by North
West London ICB to deliver ADHD services within the region and across the whole
of England.
Our vision is to provide high quality patient care,
enhancing patient experience by providing excellent clinical effectiveness in a
safe environment; working in partnership to provide gold standard services and
develop a sustainable future for the local health community.
Job description
Job responsibilities
Key Responsibilities:
Complaint Management
- Receive, log, and acknowledge complaints within mandated
timescales.
- Ensure complaints are investigated promptly, thoroughly, and
objectively in line with local and national procedures.
- Liaise with clinical, administrative, and operational teams
to gather accurate and comprehensive information.
- Maintain regular communication with complainants, ensuring
they are kept informed throughout the process.
Drafting and Responding
- Prepare clear, precise, and empathetic written responses on
behalf of the organisation.
- Ensure response letters reflect factual accuracy, clinical
input (where required), and compliance with internal quality standards.
- Coordinate responses for ICBs and the PHSO, ensuring
submissions are timely and meet required formats.
- Prepare clear, precise, and empathetic written responses on
behalf of the organisation.
- Ensure response letters reflect factual accuracy, clinical
input (where required), and compliance with internal quality standards.
- Coordinate responses for ICBs and the PHSO, ensuring
submissions are timely and meet required formats.
Governance and Reporting
- Maintain accurate, secure, and confidential records in
accordance with data-protection legislation and internal governance
requirements.
- Contribute to the preparation of reports, including complaint
statistics, emerging trends, and lessons learned.
- Support quality-improvement activities arising from complaint
themes and patient-experience feedback.
Stakeholder Engagement
- Build effective working relationships across clinical and
non-clinical teams.
- Ensure sensitive issues are handled with professionalism,
discretion, and fairness.
- Support training and awareness-raising activities relating to
complaint handling and patient experience.
Job description
Job responsibilities
Key Responsibilities:
Complaint Management
- Receive, log, and acknowledge complaints within mandated
timescales.
- Ensure complaints are investigated promptly, thoroughly, and
objectively in line with local and national procedures.
- Liaise with clinical, administrative, and operational teams
to gather accurate and comprehensive information.
- Maintain regular communication with complainants, ensuring
they are kept informed throughout the process.
Drafting and Responding
- Prepare clear, precise, and empathetic written responses on
behalf of the organisation.
- Ensure response letters reflect factual accuracy, clinical
input (where required), and compliance with internal quality standards.
- Coordinate responses for ICBs and the PHSO, ensuring
submissions are timely and meet required formats.
- Prepare clear, precise, and empathetic written responses on
behalf of the organisation.
- Ensure response letters reflect factual accuracy, clinical
input (where required), and compliance with internal quality standards.
- Coordinate responses for ICBs and the PHSO, ensuring
submissions are timely and meet required formats.
Governance and Reporting
- Maintain accurate, secure, and confidential records in
accordance with data-protection legislation and internal governance
requirements.
- Contribute to the preparation of reports, including complaint
statistics, emerging trends, and lessons learned.
- Support quality-improvement activities arising from complaint
themes and patient-experience feedback.
Stakeholder Engagement
- Build effective working relationships across clinical and
non-clinical teams.
- Ensure sensitive issues are handled with professionalism,
discretion, and fairness.
- Support training and awareness-raising activities relating to
complaint handling and patient experience.
Person Specification
Personal attributes
Essential
- Proactive, self-motivated, and adaptable
- Positive approach and smartly dressed
- Flexible working to cover colleagues as needed
Personal Qualities
Essential
- Willing to attend scheduled meetings at office when occasion / nature of the work demands
Qualifications
Essential
- Degree-level education (or equivalent)
- Up to date Statutory and Mandatory Training / be willing to undertake the training
Desirable
- NVQ in Business Admin. or Customer Relations
Skills/Knowledge
Essential
- Empathy and understanding of ADHD
- Highly organized with ability to manage multiple task
- Good communication skills
- Excellent organisational skills
- Evidence of cross boundary multi agency working
- IT Literate
Experience
Essential
- Experience in managing and / or auditing compliance within clinical service
- Proven track record of implementing and maintaining quality management systems
- Experience in developing, reviewing, and improving service delivery models
- Customer focused service delivery in a healthcare setting
- Team working
- Ability to deal with situations sensitively and appropriately, always remaining polite and calm
- Experience in participating in a change process
Desirable
- Evidence of management experience / training
Person Specification
Personal attributes
Essential
- Proactive, self-motivated, and adaptable
- Positive approach and smartly dressed
- Flexible working to cover colleagues as needed
Personal Qualities
Essential
- Willing to attend scheduled meetings at office when occasion / nature of the work demands
Qualifications
Essential
- Degree-level education (or equivalent)
- Up to date Statutory and Mandatory Training / be willing to undertake the training
Desirable
- NVQ in Business Admin. or Customer Relations
Skills/Knowledge
Essential
- Empathy and understanding of ADHD
- Highly organized with ability to manage multiple task
- Good communication skills
- Excellent organisational skills
- Evidence of cross boundary multi agency working
- IT Literate
Experience
Essential
- Experience in managing and / or auditing compliance within clinical service
- Proven track record of implementing and maintaining quality management systems
- Experience in developing, reviewing, and improving service delivery models
- Customer focused service delivery in a healthcare setting
- Team working
- Ability to deal with situations sensitively and appropriately, always remaining polite and calm
- Experience in participating in a change process
Desirable
- Evidence of management experience / training
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.
