Job overview

This is a great opportunity to get involved with patient experience and will appeal to those who have an eye for detail, an enquiring nature, great communication skills, and a passion for improving care. This role sits very centrally in our leadership teams. 

The Complaints Investigator will:

• Formally investigate concerns brought to the attention of the Trust, ensuring that all facts are considered, and to communicate the response in a timely and sensitive manner in line with policy.
• Organise / co-ordinate / attend relevant meetings, representing complaints and disseminating information, as appropriate.
• Ensure that data is entered accurately, in accordance with agreed deadlines;
• Participate in training about legislation or changes in practice which influence the work within the team in relation to complaints, cascading information and training as necessary.
• Act as an expert resource in the use of computer equipment and software packages, in liaison with IT Department, e.g. developing spread sheets and databases and preparing presentations and reports as required.
• Have sufficient knowledge of and able to advise service users on principal issues in delivery of mental health services

Main duties of the job

Complaints Investigator:

• Facilitates high quality and professional Complaints function for service users, carers and others who are expressing concerns and complaints relating to ACMH  services provided by HPFT, considering:
• The needs of service users, carers and the public
• The national standards and statutory procedures for Complaints
• To contact complainants to discuss their concerns, understand the issues, investigate and draft a timely response letter to the
• Works closely with Service Line Leads, Team Managers and Clinical
• Provides support to team members in administration of Complaints management, data reporting and recording, management of information and
• Supports Local Team with the complaints process to ensure that complaints and concerns are investigated and responded to appropriately, and lessons learned so that there is continuous improvement of services

Working for our organisation

Hertfordshire Partnership University NHS Foundation Trust (HPFT) is an outstanding organisation with ambitions to match. We are one of just five mental health trusts to achieve an overall rating of ‘Outstanding’ from the Care Quality Commission, and our aim is to be the leading provider of mental health and specialist learning disability services in the country.

Our family of over 4000 members of staff provide health and social care for over 400,000 people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, and Norfolk, delivering these services within the community and several inpatient settings. We also deliver a range of nationally commissioned specialist services including Tier 4 services for children and young people, perinatal services, plus medium and low secure learning disabilities services.

The care we provide makes a fantastic difference to the lives of our service users, their families and carers - everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:

Our Trust values are:

Welcoming. Kind. Positive. Respectful. Professional.

These values are at the core of who we are, everything we do, and how we do it!

Would you like to be part of the HPFT family? Would you like work with us to ensure our service users live the fullest lives possible they can? Would you like to be supported in your career to be the best that you can be?