Complaints Officer


Company:	NHS Jobs
Salary:	from £15 an hour
Hours:	Full-time
Location:	Bournemouth, BH12 4AY
Job type:	Contract
Posting date:	2 Sept 2026
Closing date:	18 Sept 2026

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Summary

Key Responsibilities Manage a portfolio of complex, sensitive and high-risk patient complaints, acting as the first point of contact for patients, relatives, carers, staff and external stakeholders. Coordinate and oversee complaint investigations across clinical and non-clinical teams, ensuring responses meet NHS complaints regulations, statutory requirements and organisational timescales. Conduct impartial investigations by reviewing clinical records, statements and relevant documentation, working collaboratively with clinicians and managers to establish facts and identify root causes. Liaise with complainants throughout the process to clarify concerns, manage expectations, facilitate early resolution and provide appropriate updates. Draft clear, empathetic and evidence-based complaint responses for approval by senior management and GP Partners. Ensure compliance with NHS complaints guidance, UK GDPR, Data Protection, Duty of Candour, safeguarding and information governance requirements, escalating patient safety and safeguarding concerns appropriately. Analyse complaint themes and trends to identify risks, learning and opportunities for service improvement, producing regular reports and management information for governance meetings. Monitor actions arising from complaints to ensure learning is implemented and improvements are sustained. Build effective relationships with GPs, clinical leads, managers and wider patient-facing teams, as well as external organisations including ICBs, NHS Resolution, PHSO and CQC where appropriate. Provide advice, coaching and training to staff and managers on complaint handling, patient communication and effective resolution. Maintain accurate, confidential complaint records and databases, manage competing priorities and ensure all cases are progressed within required timescales. Support governance activity, audits, CQC inspections and service improvement initiatives relating to complaints and patient experience.

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