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Medway NHS Foundation Trust

Complaints Officer

The closing date is 19 October 2025

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Job summary

Receiving feedback from patients, visitors, families and carers. Assessing for early resolution opportunities and identifying when a complaint investigation is necessary. Starting the investigation and using comments and evidence to write a report/letter in response to the concerns raised

Main duties of the job

Responsible for the delivery of effective systems and processes for the management ofComplaints in line with the timeframes outlined in Trust policy;o Receiving and acknowledging complaints, seeking consent to share where requiredo Logging complaints onto the RLDatix Systemo Completion of the complaints toolkit, and distribution to serviceo Receive outcomes of service investigation, drafting response letters for approvalo Submission of approved response within required timeframeso Tracking the closure of actions required

About us

Our Vision and ValuesAll staff must commit to our Vision and Values and exhibit behaviours in line with our new Values.Bold We are inspiring and ambitiousEvery Person Counts We are respectful and supportiveSharing and Open We are open and speak upTogether We are inclusive and responsibleOur Trust is a great choice for people who want to develop their career in an ambitiousenvironment. Our employees are able to choose the coverage and supplemental benefits thatbest fit their needs and those of their families.We are committed to endorsing diversity, multiculturalism, and inclusion; our policies /procedures

Details

Date posted

06 October 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£31,049 to £37,796 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

275-1025-CO

Job locations

Medway Maritime Hospital

Windmill Road

Gillingham

ME75NY


Job description

Job responsibilities

Operational Responsibilities: Support the development and delivery of the PALs & Complaints team programme ofwork/plan in line with local and statutory requirements. Support the collation of documentary evidence needed to support any externalassessment in relation to patient experience. Support actions identified and undertaken to decrease the risk of poor experience orincidents occurring and to improve outcomes in relation to people who use our service,their families or carers, staff and visitor safety. Effective liaison and communication with all Trust staff in relation to patient experiencepolicies, procedures and guidelines ensuring that all staff are aware of theirresponsibilities. Contribute to internal and external Trust publications as required to promote robustincident patient experience and reporting. Monitor and ensure the PALS & Complaints sections of the Trusts intranet and internetsites are up to date. Ensure the pages provide relevant and up to date information for staff,patients and the public on quality and patient experience issues. Monitor the implementation and progress of action plans to reduce identified areas of risk,and enable continuous and quality improvement, escalating as appropriate areas ofconcern in line with Trust policy. Support the implementation, monitoring and compliance of any audits relating to PALS &Complaints, including external organisations as required. Prepare and monitor actionplans as required. Monitor and report on PALS & Complaints management and training key performanceindicators/metrics, escalating areas of concern to the PALS & Complaints Lead. Develop and deliver effective system training, including contributing to the Trustsinduction programmes for new starters as required. Support work with Heads of Service, Service Managers and other stakeholders to ensurethat the Trusts PALS & Complaints processes and systems meet the businessrequirements of the organisation. Support as required any reporting against relevant quality outcome benchmarks andtrigger points, using these as an early warning system in relation to quality and patientexperience issues. Ensure the submission of all required data sets for internal reporting to the Informaticsteam on a monthly basis and as requested.

Job description

Job responsibilities

Operational Responsibilities: Support the development and delivery of the PALs & Complaints team programme ofwork/plan in line with local and statutory requirements. Support the collation of documentary evidence needed to support any externalassessment in relation to patient experience. Support actions identified and undertaken to decrease the risk of poor experience orincidents occurring and to improve outcomes in relation to people who use our service,their families or carers, staff and visitor safety. Effective liaison and communication with all Trust staff in relation to patient experiencepolicies, procedures and guidelines ensuring that all staff are aware of theirresponsibilities. Contribute to internal and external Trust publications as required to promote robustincident patient experience and reporting. Monitor and ensure the PALS & Complaints sections of the Trusts intranet and internetsites are up to date. Ensure the pages provide relevant and up to date information for staff,patients and the public on quality and patient experience issues. Monitor the implementation and progress of action plans to reduce identified areas of risk,and enable continuous and quality improvement, escalating as appropriate areas ofconcern in line with Trust policy. Support the implementation, monitoring and compliance of any audits relating to PALS &Complaints, including external organisations as required. Prepare and monitor actionplans as required. Monitor and report on PALS & Complaints management and training key performanceindicators/metrics, escalating areas of concern to the PALS & Complaints Lead. Develop and deliver effective system training, including contributing to the Trustsinduction programmes for new starters as required. Support work with Heads of Service, Service Managers and other stakeholders to ensurethat the Trusts PALS & Complaints processes and systems meet the businessrequirements of the organisation. Support as required any reporting against relevant quality outcome benchmarks andtrigger points, using these as an early warning system in relation to quality and patientexperience issues. Ensure the submission of all required data sets for internal reporting to the Informaticsteam on a monthly basis and as requested.

Person Specification

Knowledge and experience in the field of quality, patient experience and safety

Essential

  • Educated to degree level or equivalent / 2 years experience in relevant field
  • Continued professional development
  • Knowledge of NHS Quality and Patient experience/customer service acquired through training and experience
  • Knowledge of using a database and making judgements about the data entered

Desirable

  • Previous Experience within the NHS is desirable
  • Understanding of the healthcare environment in both acute and community settings is desirable
  • Working knowledge of Data Protection issues is desirable
Person Specification

Knowledge and experience in the field of quality, patient experience and safety

Essential

  • Educated to degree level or equivalent / 2 years experience in relevant field
  • Continued professional development
  • Knowledge of NHS Quality and Patient experience/customer service acquired through training and experience
  • Knowledge of using a database and making judgements about the data entered

Desirable

  • Previous Experience within the NHS is desirable
  • Understanding of the healthcare environment in both acute and community settings is desirable
  • Working knowledge of Data Protection issues is 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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Medway NHS Foundation Trust

Address

Medway Maritime Hospital

Windmill Road

Gillingham

ME75NY


Employer's website

https://www.medway.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Medway NHS Foundation Trust

Address

Medway Maritime Hospital

Windmill Road

Gillingham

ME75NY


Employer's website

https://www.medway.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Head of Quality and Safety

Lyndsay Barrow

lyndsay.barrow@nhs.net

01634976699

Details

Date posted

06 October 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£31,049 to £37,796 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

275-1025-CO

Job locations

Medway Maritime Hospital

Windmill Road

Gillingham

ME75NY


Supporting documents

Privacy notice

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