Complaints Lead
| Dyddiad hysbysebu: | 25 Tachwedd 2025 |
|---|---|
| Cyflog: | £25,000.00 i £35,000.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £25000.00 - £35000.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 23 Rhagfyr 2025 |
| Lleoliad: | Blackpool, FY4 1TJ |
| Cwmni: | NHS Jobs |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | A2596-25-0003 |
Crynodeb
Maintain the practices database on complaints and monitoring and reporting on complaint trends Coordinate investigations and ensure all complaints are handled within stipulated timescales, including acknowledging complaints within 3 working days. Review complaint details, assess complexity, and identify required expertise for investigations. Draft comprehensive responses to complainants, ensuring all points raised are addressed, including apologies where appropriate, and detailing actions taken or planned to address issues. Collaborate with other departments to resolve complaints and implement improvements. To deputise for the practice manager regarding complaints in their absence when required. Participate in training and development activities to stay informed about best practices in complaints handling. Ensure that the partnership GPs are kept informed of any patterns and significant events are completed if required. Take responsibility for liaison with and resolution of communication received from the Ombudsman or NHS England to minimise any distress to staff or complainants, or any reputational damage to the surgery. Ensure that correspondence from the Ombudsman or NHS England is appropriately dealt with, that documentation provided is relevant, appropriate and of a high quality and that responses are made within the required time frames. Ensure that any recommendations from the Ombudsman are communicated to the practice manager. To undertake any other duties as agreed with the Practice Manager and/or Lead GP Be responsible for complaints that are assessed as urgent, complex or contentious, are from serial complainants or because of previous unsatisfactory efforts to resolve. Ensure that requests from complainants and recommendations for financial redress are flagged to the practice manager. Communicate complex, sensitive and contentious information regarding complaints, including where there are significant barriers to understanding and acceptance, and in a hostile, antagonistic or highly emotive atmosphere. Maintain confidentiality throughout the complaints process, adhering to Data Protection Act 2018 principles. Ensure the practice's complaints process adheres to the NHS Complaints Regulations 2009, CQC Regulation 16 (receiving and acting on complaints), and CQC Regulation 17 (good governance and learning from feedback).