Patient Affairs Assistant
NHS LanarkshireAlready thinking ahead to interview?
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About The Organisation
Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services.
We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.
The Role
To assist in the efficient and effective running of Patient Affairs across NHS Lanarkshire by providing administration support to Patient Affairs Managers and the Patient Affairs and Complaints Lead. This comprises of facilitating the organisations process for gathering feedback, comments, concerns and complaints in line with the National and local procedure.
The working pattern for this role: between 8:00 am and 5:00 pm
In this key role, you will:
- Processing complaints through the computer system used for logging and reporting of complaints
- Actively liaising with staff to resolve Stage 1 complaints
- Ensuring that the system is continually updated on progress/developments on all cases
- Issuing witness statement requests and updates to appropriate members of staff and ensuring that replies from staff are returned within the timescale.
What You'll Bring:
- Professional qualification i.e. HNC/SVQIII in a relevant discipline (Business Admin/Secretarial Studies/Public Administration) or equivalent previous experience in an administrative role
- Knowledge of the NHS Complaints Procedure
- Confidentiality, tact, diplomacy and discretion in all aspects of work
- Proficient in the use of software systems
- Advanced keyboard skills
- Excellent organisational and communication skills.
From 1 April 2026, the Agenda for Change full-time working week will reduce from 37 hours to 36 hours. Part-time working hours will be reduced on a pro-rata basis. A corresponding increase in the hourly rate will apply, ensuring that overall pay remains unchanged.
What we Offer
As a valued employee of NHS Lanarkshire, you can enjoy an extensive range of benefits including:
- Annual Leave - 35 days including public holidays
- Generous NHS pension scheme
- Annual incremental salary progression
- Paid sick leave increasing with length of service
- NHS discounts and more.
NHS Lanarkshire is dedicated to building a diverse workforce where everyone can thrive, develop, and succeed based on their skills, knowledge, and talent - regardless of race, disability, gender, sexual orientation, or care experience* or any other dimension that can be used to differentiate people from one another.
*Care experienced applicants include those who have lived with foster parents, kinship carers, or in residential/secure children’s settings.
For informal discussion, please contact Kevin Rooney, Patient Affairs and Complaints Lead on [email protected].
If you have any questions about the recruitment process or require support with your application, contact Anna Baran, Recruitment Administrator on [email protected].
About The Organisation
Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services.
We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.
The Role
To assist in the efficient and effective running of Patient Affairs across NHS Lanarkshire by providing administration support to Patient Affairs Managers and the Patient Affairs and Complaints Lead. This comprises of facilitating the organisations process for gathering feedback, comments, concerns and complaints in line with the National and local procedure.
The working pattern for this role: between 8:00 am and 5:00 pm
In this key role, you will:
- Processing complaints through the computer system used for logging and reporting of complaints
- Actively liaising with staff to resolve Stage 1 complaints
- Ensuring that the system is continually updated on progress/developments on all cases
- Issuing witness statement requests and updates to appropriate members of staff and ensuring that replies from staff are returned within the timescale.
What You'll Bring:
- Professional qualification i.e. HNC/SVQIII in a relevant discipline (Business Admin/Secretarial Studies/Public Administration) or equivalent previous experience in an administrative role
- Knowledge of the NHS Complaints Procedure
- Confidentiality, tact, diplomacy and discretion in all aspects of work
- Proficient in the use of software systems
- Advanced keyboard skills
- Excellent organisational and communication skills.
From 1 April 2026, the Agenda for Change full-time working week will reduce from 37 hours to 36 hours. Part-time working hours will be reduced on a pro-rata basis. A corresponding increase in the hourly rate will apply, ensuring that overall pay remains unchanged.
What we Offer
As a valued employee of NHS Lanarkshire, you can enjoy an extensive range of benefits including:
- Annual Leave - 35 days including public holidays
- Generous NHS pension scheme
- Annual incremental salary progression
- Paid sick leave increasing with length of service
- NHS discounts and more.
NHS Lanarkshire is dedicated to building a diverse workforce where everyone can thrive, develop, and succeed based on their skills, knowledge, and talent - regardless of race, disability, gender, sexual orientation, or care experience* or any other dimension that can be used to differentiate people from one another.
*Care experienced applicants include those who have lived with foster parents, kinship carers, or in residential/secure children’s settings.
For informal discussion, please contact Kevin Rooney, Patient Affairs and Complaints Lead on [email protected].
If you have any questions about the recruitment process or require support with your application, contact Anna Baran, Recruitment Administrator on [email protected].
Interested?
Full details about the role are provided in the attached Job Description and Person Specification.
Please review our Application Guidance which explain key information including closing dates, amendments, right‑to‑work requirements, sponsorship eligibility and important points to be aware of before submitting your application
You can also learn more about working with NHS Lanarkshire by viewing our Information Pack
Unless otherwise stated, the deadline for applications is 23:59 hours on the closing date. Please note, CVs will not be accepted.