Complaints Officer

Main duties of the jobThe successful candidate will: • Manage the full complaints process from receipt through to resolution. • Investigate patient complaints, concerns and feedback. • Liaise with clinicians, managers and external organisations during investigations. • Draft clear, professional complaint responses. • Ensure complaints are handled in line with NHS complaints regulations and practice policies. • Maintain accurate records and complaint logs. • Identify trends and learning from complaints to improve patient care. • Produce reports for practice meetings and governance reviews. • Support quality improvement and patient experience initiatives. • Act as a professional point of contact for patients raising concerns. Job description Job responsibilities Main duties of the jobThe successful candidate will: • Manage the full complaints process from receipt through to resolution. • Investigate patient complaints, concerns and feedback. • Liaise with clinicians, managers and external organisations during investigations. • Draft clear, professional complaint responses. • Ensure complaints are handled in line with NHS complaints regulations and practice policies. • Maintain accurate records and complaint logs. • Identify trends and learning from complaints to improve patient care. • Produce reports for practice meetings and governance reviews. • Support quality improvement and patient experience initiatives. • Act as a professional point of contact for patients raising concerns.