Complaint and Patient Experience Officer

Job overview

North East and North Cumbria Integrated Care Board is seeking a motivated, resilient and highly organised Complaints and Patient Experience Officer to join our Complaints and Patient Experience Team. This is a Band 6 role, working on a hybrid basis across ICB locations, supporting the effective management of complex complaints and patient experience contacts across the services we commission.

Please note this post is only accepting applications from current staff members of North East and North Cumbria Integrated Care Board and staff members of North of England Commissioning Support (NECS).

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.

Main duties of the job

In this role, you will manage a caseload of complex complaints and patient experience contacts from receipt through to resolution. You will be a named contact for complainants, liaising with patients, families, carers, providers and colleagues to ensure issues are understood, investigated and responded to appropriately. You will secure detailed provider responses, prepare high quality written correspondence, maintain accurate records on SIRMS, and ensure cases are progressed within agreed timescales

Detailed job description and main responsibilities

You will also support the Head of Complaints and Patient Experience with workflow management, case prioritisation, performance reporting and the identification of themes and trends. The role involves working with a wide range of internal and external stakeholders, including NHS providers, clinical colleagues, contracting teams, advocacy organisations, Healthwatch and the Parliamentary and Health Service Ombudsman where required.