Complaints & Patient Experience Manager
| Posting date: | 26 November 2025 |
|---|---|
| Salary: | £44,485.00 to £52,521.00 per year |
| Additional salary information: | £44485.00 - £52521.00 a year |
| Hours: | Full time |
| Closing date: | 05 December 2025 |
| Location: | Uxbridge Middx, UB8 3NN |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9394-25-0400 |
Summary
To identify complaints which could be handled through an informal process or complaints which should be handled through the patient safety incident framework and to ensure that complainants are aware of this.To ensure all new formal complaints received by the Trust are registered on to the complaints database and an acknowledgement letter is generated within 3 working days.To ensure that the complaints tracker is maintained in timely and accurate manner and that this is shared with relevant teams.To track issues with meeting targets and put mitigations in place to manage theseTo work with teams to ensure that an appropriate investigation is undertaken and that issues are resolved to the patients satisfaction. Support in the development of action plans and the tracking of their completion.To ensure that appropriate responses are drafted to complaints and circulated appropriately for approval, prior to being submitted to the Chief Executive for signature.To ensure that complainants are kept updated as to the progress of their complaint.To ensure appropriate attendance at divisional complaints meetings to ensure that these are functional meetings which proactively drive forward complaint responses.Management of PALS/ Informal concernsTo support with developing, co-ordinating and monitoring of effectivepolicies/procedures to handle informal concerns received by the Trust, in line with national guidance.To identify concerns which should be handled through an informal process or which should be handled through the patient safety incident framework and to ensure that complainants are aware of this.To ensure that any informal concerns not resolved within specified time periods are logged as formal complaints to ensure that they are responded to and ensure that patients are aware of this.OmbudsmanTo work within the procedure for the Trusts interaction with the Ombudsman. The post holder will deputise for the Head of Patient Experience and act as a leader and manager for junior staff within the complaints and PAL services and will provide support to the teams working within those services. The post holder will advocate for patients and will ensure that the patient is at the heart of the service.The post holder will highlight concerns and escalate these appropriately to support the mitigation of risk. Key Working RelationshipsPatients, their carers and advocatesDirector of NursingDeputy Director of NursingHead of Patient EngagementHead of Patient ExperiencePALS ManagerDivisional Management teamsDivisional Governance ManagersExternal stakeholders (such as CQC or PHSO)Reception staffVolunteer Manager and VolunteersWard and Department ManagersClinical Governance team Please refer to the attached Job Description and Person Specification for a full list of role requirements and main responsibilities.