Concerns Support Officer

Job overview

The Band 5 Concerns Support Officer is a key patient-facing role within the Patient Care and Safety Directorate, supporting the effective management of concerns and complaints across Cwm Taf Morgannwg University Health Board. The postholder provides advice and support to patients, carers and representatives, manages concerns from receipt to resolution, and works closely with clinical teams, managers, advocacy services and partner organisations to achieve timely outcomes.

Key responsibilities include triaging concerns, supporting investigations, arranging and recording meetings, communicating outcomes, maintaining accurate records, analysing trends and producing reports. The role also contributes to governance, service improvement and patient experience through training and awareness activities.

The successful candidate will demonstrate excellent communication, organisational and analytical skills, a compassionate and person-centred approach, and an understanding of the NHS, partner agencies and the NHS Wales Listening to People Policy.

Main duties of the job

Provide compassionate support to patients, relatives and representatives raising concerns or complaints, offering advice, guidance and signposting to relevant services. Manage a caseload of concerns from receipt to resolution, including triage, investigation support, coordination of meetings and communication of outcomes.

Work closely with clinicians, managers and service teams to ensure concerns are addressed promptly and effectively. Record, maintain and analyse concerns data using systems such as Datix, Myrddin and the Welsh Clinical Portal, ensuring compliance with data protection requirements.

Identify themes, trends and learning from patient feedback, producing reports, audits and reviews to support governance, patient safety and service improvement. Deliver training and advice on concerns management, work collaboratively with advocacy and partner organisations, and represent the Concerns Team at internal and external meetings.

Work independently, manage competing priorities and exercise sound professional judgement when dealing with sensitive, complex and emotionally challenging situations, contributing to the effective operation of the Concerns Team.

Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

This post is advertised as Welsh Desirable. Whilst the candidate doesn't need to have skills in Welsh, we'll consider it an advantage when short-listing and selecting candidates. This isn’t ‘fluency’, just Speaking & Listening skills at Level 3 (equivalent to CEFR B2) or above. Level 3 means being able to use Welsh in routine workplace situations, such as greeting customers, answering calls, responding to routine enquiries, providing information, arranging appointments and taking messages. Have a look at our ‘Croeso Candidate’ booklet below for more information. If you have these Welsh language skills, please apply.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Welsh language skills are desirable