Job summary
An exciting opportunity has arisen to join the Health Board's Patient Support Team, as a Complaints Investigation Case Officer. Providing a high quality service to our patients and service users, you will be a key point of contact for people raising concerns, for Health Board employees and external stakeholders. The ability to build supportive and person-centred relationships with people wishing to raise a complaint is essential.
Main duties of the job
A great communicator, you will actively listen to people's concerns and support them through the Health Board's formal complaints process. You will work closely with a wide range of teams to ensure that the questions raised as part of a complaint are adequately addressed, and will also ensure that our staff receive appropriate support and guidance.
The role will entail working with our services to ensure a timely response is provided, ensuring the information adequately addresses the issues raised in the complaint. Attending and facilitating meetings will also be required.
Educated to degree level or with demonstrable equivalent experience, the post-holder will possess excellent written and oral communication skills. Applicants should be prepared to work in a highly pressured and frequently emotionally challenging environment, requiring a high degree of personal resilience. The ability to prioritise own workload and to be a keen and capable team player is also essential.
This is a challenging role best suited to people with the skills and personal resilience needed to support people in heightened emotional circumstances. It is suited to those who are tactful communicators, good at processing information and patient, empathic listeners.
This is an exciting time to join us, as we are building a motivated and dynamic team that will support the Health Board to manage the concerns of its patients.
About us
Hywel Dda University Health Board is the planner and provider of NHS healthcare services for people in Carmarthenshire, Ceredigion, Pembrokeshire and its bordering counties. Our 11,000 members of staff provide primary, community, in-hospital, mental health and learning disabilities services for around 384,000 people across a quarter of the landmass of Wales. We do this in partnership with our three local authorities and public, private and third sector colleagues, including our volunteers, through:
Four main hospitals: Bronglais General in Aberystwyth, Glangwili General in Carmarthen, Prince Philip in Llanelli and Withybush General in Haverfordwest;
Seven community hospitals: Amman Valley and Llandovery in Carmarthenshire; Tregaron, Aberaeron and Cardigan in Ceredigion; and Tenby and South Pembrokeshire Hospital Health and Social Care Resource Centre in Pembrokeshire;
48 general practices (four of which are managed practices), 47 dental practices (including three orthodontic), 99 community pharmacies, 44 general ophthalmic practices (43 providing Eye Health Examination Wales and 34 low vision services) and 17 domiciliary only providers and 11 health centres;
Numerous locations providing mental health and learning disabilities services;
Highly specialised and tertiary services commissioned by the Welsh Health Specialised Services Committee, a joint committee representing seven health boards across Wales.
Job description
Job responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Interviews will be held on 31.07.25
Job description
Job responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Interviews will be held on 31.07.25
Person Specification
Qualifications and Knowledge
Essential
- Educated to degree level or equivalent demonstrable experience
- Thorough understanding of the NHS Complaints and Redress procedures
- Knowledge of Root Cause Analysis Tools
- Knowledge of corporate and clinical governance
- Knowledge of administrative procedures, including MS Office and use of be-spoke databases, e-mail, internet
- Knowledge of data protection and confidentiality principles
- Knowledge of safeguarding, adults and children procedures
Desirable
- Health and Social Care Qualification
- Counselling/Advocacy/ Mediation Qualification
Experience
Essential
- Previous experience in a customer service, investigation/ case handling role or patient or service user focused role
- Experience of managing emotive / distressing situations
- Experience of producing reports and analysing data
- Experience of working within and motivating a team
- Experience of composing letters, report writing and taking formal minutes
Desirable
- Experience of service improvement
- Experience of undertaking an investigation
Language Skills
Desirable
Person Specification
Qualifications and Knowledge
Essential
- Educated to degree level or equivalent demonstrable experience
- Thorough understanding of the NHS Complaints and Redress procedures
- Knowledge of Root Cause Analysis Tools
- Knowledge of corporate and clinical governance
- Knowledge of administrative procedures, including MS Office and use of be-spoke databases, e-mail, internet
- Knowledge of data protection and confidentiality principles
- Knowledge of safeguarding, adults and children procedures
Desirable
- Health and Social Care Qualification
- Counselling/Advocacy/ Mediation Qualification
Experience
Essential
- Previous experience in a customer service, investigation/ case handling role or patient or service user focused role
- Experience of managing emotive / distressing situations
- Experience of producing reports and analysing data
- Experience of working within and motivating a team
- Experience of composing letters, report writing and taking formal minutes
Desirable
- Experience of service improvement
- Experience of undertaking an investigation
Language Skills
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.
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.
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
Hywel Dda University Health Board
Address
To be discussed at interview - working within the West Wales region (Pembrokeshire, Carmarthenshire and Ceredigion)
Various options - to be discussed at interview
SA31 3BB
Employer's website
https://hduhb.nhs.wales/ (Opens in a new tab)
