Complaints and Patient Experience Lead
| Posting date: | 11 July 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Negotiable |
| Hours: | Full time |
| Closing date: | 18 July 2025 |
| Location: | Nottingham, NG2 1EP |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | E0325-25-0024 |
Summary
ROLE SUMMARY The Complaints and Patient Experience Lead will support the Head of Quality & Patient Safety (Governance) in managing patient complaints, patient and carer feedback reporting, patient engagement and delivering patient experience improvement initiatives within Newmedica. KEY RESPONSIBILITIES: Patient Reported Experience Measure (PREMs) 1. Act as a point of contact to support services to ensure understanding of the importance of the collation of PREMs data. 2. Prepare & analyse PREMs data for specific Commissioners where this is required. 3. Review and analyse PREMs data and response rate and benchmark against other organisations. 4. Work with the Quality & Patient Safety Team to facilitate any ongoing quality improvement with the services. 5. To provide data and narrative reports, trend analysis and case studies to be presented at the Clinical Governance Committee. Develop policy and guidance documents to support the collection of PREMs data Complaints 1. Support all services to effectively manage stage 1 complaints by providing advice, guidance and training. 2. Responsible for the management of all stage 2 and stage 3 complaints, including the investigation and drafting response letter. 3. Liaise with complainants, ISCAS, the Ombudsman/ISCAS, other outside agencies and staff regarding stage 2 and stage 3 complaints to attempt to achieve resolution where required. 4. Write the overarching annual complaints report for the organisation. 5. Undertake monthly, quarterly and annual analysis of themes of complaints and complaint handling and present to the Clinical Governance Committee and Learning and Improvement Sub-Committee. 6. Benchmark complaints themes against external organisations, suggesting areas of focus where applicable. 7. Deliver complaints handling training across all services as a rolling training programme. 8. Administer the annual complaints survey to patients and analyse the results to ensure our current complaints process is robust and provide additional training to services where concerns are identified. 9. Responsible for the organisations complaints policy ensuring alignment with national guidance and best practice recommendations 10. Support with reviewing and creating patient information in regard to complaint handling. 11. Update complaints and patient feedback information on Newmedicas website and Vision so relevant and current documents and information are in place for use. 12. Provide data and narrative reports, trend analysis and case studies for Bitesize and other material as required. PATIENT FEEDBACK 1. To hold overall lead responsibility for how the organisation gathers, responds to and learns from patient feedback. Review patient feedback to understand themes and work with the Quality & Patient Safety team to facilitate ongoing quality improvement with the services. 2. Monitor patient feedback scores to identify trends and target support as required. 3. Collaborate with services to increase patient feedback response rates and satisfaction scores. 4. Work with teams in the Support Office and local services to deliver improvement initiatives relating derived from patient feedback. REPORTING 1. Review and triangulate patient experience data, complaints and incidents for trends and themes and present the findings at the relevant committees. 2. Produce annual and quarterly patient experience reports. 3. Collaborate with the quality teams Data Analyst to produce monthly patient experience reports for services. 4. Produce ad hoc reports at the request of services and support office colleagues relating to complaints and patient experience. OTHER 1. Identify and share any new national guidance or policy that will impact on the organisation in relation to patient experience and complaints. 2. Member of the Physical Environment Group. 3. Involvement in cross functional projects, providing expert opinion on patient experience and complaints. 4. Work with the Head of Quality & Patient Safety (Governance) to support the development of a Quality & Patient Safety Strategy, that includes a section on patient experience. 5. Support with quality assurance and mock CQC visits as required.