Complaints Officer
| Company: | NHS Jobs |
|---|---|
| Salary: | £25,760 to £27,476 a year |
| Hours: | Full-time |
| Location: | Portsmouth, PO6 3LY |
| Job type: | Permanent |
| Posting date: | 21 Sept 2026 |
| Closing date: | 6 Oct 2026 |
Summary
Specific Core Functions Provide support in the day-to-day management of concerns and formal complaints, identifying the areas/departments of the Trust involved, clarifying the key questions and concerns, drafting various letters and referring to the formal complaints process when appropriate. To prioritise new cases for action and ensure that patients and/or relatives are kept informed of the progress at all times. To act as a point of contact for the Trusts complaints team for patients, relatives, visitors, MPs, advocates, external NHS organisations and Trust staff. Support the team to ensure that national targets with respect to complaint handling are met (acknowledged within 3 working days of receipt and within agreed timescales). Assist with the collation and supply of information (e.g. copies of files, chronology of events) as and when requested by the Parliamentary Health Service Ombudsman (PHSO) if local resolution has not been achieved. To provide advice, support and assistance to clinical and service managers in the investigation of complaints including clarifying concerns and the outcome the complainant wishes to achieve. Assist with arranging local resolution meetings between patients/relatives, medical/nursing staff and the complaints manager. Support the complaints manager as necessary with these. To ensure accurate maintenance of database (Datix system) and computer (G drive) files to a consistently high standard allowing easy retrieval of information relating to all cases. Support with the provision of accurate and relevant Datix information to ensure there is a robust system for producing accurate and timely reports and comply with Trust Information Governance policy and Data Protection Act. To work with Trust staff to encourage and promote a culture of openness, honesty and learning from feedback from service users, carers and the public. For a full list of roles and responsibilities, please refer to enclosed job description.