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Job OverviewWe’re looking for a compassionate, organised and proactive professional to join our team and help us ensure that concerns and complaints are not only handled effectively, but welcomed as an opportunity to learn, improve and strengthen patient experience across the Trust.In this pivotal role, you’ll ensure that all complaints are managed in line with the Trust’s complaints procedure, promoting a culture where openness, learning and resolution are at the heart of everything we do.You’ll be a key point of contact for complainants, managers and senior leaders, ensuring concerns are acknowledged promptly, investigated thoroughly and responded to with clarity, empathy and professionalism.You’ll play a meaningful role in improving patient care and experience, working collaboratively with clinical and corporate colleagues and directly influencing positive change across the organisation.If you’re an excellent communicator with strong organisational skills and a genuine commitment to patient-centred care, we’d love to hear from you.Main duties of the jobTo deal with and monitor informal/telephone complaints where issues are quickly resolves and record on the Trust database.To support the Trust’s Complaints Lead and arrange Independent Reviews as required. To circulate the findings and recommendations to key stake holders and ensure action plans are forwarded to Trust Board for approval.To act as the link for patients wishing to access their medical records.To conduct an annual survey of patients who have used the complaints procedure to assess satisfaction.To be involved in the ongoing education of staff to ensure all are aware of how to handle local complaints.To provide training for staff specifically regarding the NHS complaints procedure.To advise staff regarding complicated complaints and act in a liaison role to resolve difficult issues.To work closely with the Governance Manager and Litigation Administrator regarding complaints which arise from risk incidents and may result in Litigation.To provide cross cover with PALs. Patient Safety and Litigation services within the Patient Safety office.To maintain the high standards of the department by contributing towards individual and team objectives.Working for our organisationVisa SponsorshipThis position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the right to work in the UK for the full duration of the contract.Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.Frimley Health Trust benefits on VimeoDetailed Job Description And Main ResponsibilitiesFor a full list of tasks and responsibilities associated with this role please refer to the job description/person specification attached.Person specificationExperienceEssential criteriaAble to deal with difficult people in stressful situationsDesirable criteriaExperience of working in a customer care/ service environmentExperience in an administration/secretarial role.Skills and KnowledgeEssential criteriaComputer literacy in MS Office, particularly Word and ExcelGood interpersonal skills, the ability to deal tactfully and ethically with matters of confidential and sensitive natureAbility to work to tight deadlinesStrong communication and negotiation skills, written and verbalDesirable criteriaKnowledge of databasesFamiliarity with Medical TerminologyKnowledge of the NHSKnowledge of Complaints procedureQualificationsEssential criteriaGood standard of general education to GSCE levelFrimley Health NHS Foundation Trust (FHFT) is proud of its strong reputation, record of achievement and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities.Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values – Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first.We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand-new £100m state-of-the-art Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m upgrade to maternity services.We are also committed to sustainability and the NHS Net Zero ambition. Our new hospital and estate developments are being designed to be environmentally responsible, energy efficient, and future-proofed, featuring on-site renewables energy and intelligent energy systems. Through our green plan, we are embedding sustainable practices across all areas of care and operations, ensuring we reduce our environmental impact while improving population health and wellbeing. Our staff are key to helps us deliver on our ambition and to ensure sustainability is a core component of care delivery and our operations.Alongside estates’ investments, we are embedding a strong focus on digital innovation and quality improvement. Our electronic patient record (Epic), launched in 2024, is already enabling safer, more connected, and more effective care for patients, while giving staff the tools they need to do their best work. Our electronic patient record also supports safe and effective digitised care pathways, savings time and carbon, whilst delivering excellent quality of care.Everything we do is guided by our values, shaping how we care for patients, support colleagues, and build a sustainable future for healthcare together.Apply online now
