Skip to main content

This site is independent of the NHS and the Department of Health.

Please wait, loading

Job summary

Main area
Corporate Nursing
Grade
NHS AfC: Band 5
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
275-1025-CO
Employer
Medway NHS Foundation Trust
Employer type
NHS
Site
Medway Maritime Hospital
Town
Gillingham
Salary
£31,049 - £37,796 per annum
Salary period
Yearly
Closing
19/10/2025 23:59

Employer heading

Medway NHS Foundation Trust logo

Complaints Officer

NHS AfC: Band 5

Do you have the ambition and vision to deliver the Best of Care by the Best People?

Here at Medway, we pride ourselves on working together as one to ensure that our shared vision of Better, Best, Brilliant is achieved

Our Trust is a great choice for people who want to develop their career in an ambitious and dynamic environment; our employees are able to choose the coverage and supplemental benefits that best fit their needs and those of their families. This includes the promotion of flexible working opportunities across the Trust, we are able to give our employees flexibility on where, when and the hours they work.

Our culture and values are what drives Medway NHS Foundation Trust and is the heartbeat of who we are as an organisation. It is important that you understand and to refer to our values when you are completing your application and always reflect our values throughout your employment with the Trust.

Job overview

Receiving feedback from patients, visitors, families and carers. Assessing for early resolution opportunities and identifying when a complaint investigation is necessary. Starting the investigation and using comments and evidence to write a report/letter in response to the concerns raised

Main duties of the job

Responsible for the delivery of effective systems and processes for the management of
Complaints in line with the timeframes outlined in Trust policy;
o Receiving and acknowledging complaints, seeking consent to share where required
o Logging complaints onto the RLDatix System
o Completion of the complaints toolkit, and distribution to service
o Receive outcomes of service investigation, drafting response letters for approval
o Submission of approved response within required timeframes
o Tracking the closure of actions required

Working for our organisation

Our Vision and Values
All staff must commit to our Vision and Values and exhibit behaviours in line with our new Values.
Bold We are inspiring and ambitious
Every Person Counts We are respectful and supportive
Sharing and Open We are open and speak up
Together We are inclusive and responsible
Our Trust is a great choice for people who want to develop their career in an ambitious
environment. Our employees are able to choose the coverage and supplemental benefits that
best fit their needs and those of their families.
We are committed to endorsing diversity, multiculturalism, and inclusion; our policies /
procedures

Detailed job description and main responsibilities

Operational Responsibilities:
 Support the development and delivery of the PALs & Complaints team programme of
work/plan in line with local and statutory requirements.
 Support the collation of documentary evidence needed to support any external
assessment in relation to patient experience.
 Support actions identified and undertaken to decrease the risk of poor experience or
incidents occurring and to improve outcomes in relation to people who use our service,
their families or carers, staff and visitor safety.
 Effective liaison and communication with all Trust staff in relation to patient experience
policies, procedures and guidelines ensuring that all staff are aware of their
responsibilities.
 Contribute to internal and external Trust publications as required to promote robust
incident patient experience and reporting.
 Monitor and ensure the PALS & Complaints sections of the Trust’s intranet and internet
sites are up to date. Ensure the pages provide relevant and up to date information for staff,
patients and the public on quality and patient experience issues.
 Monitor the implementation and progress of action plans to reduce identified areas of risk,
and enable continuous and quality improvement, escalating as appropriate areas of
concern in line with Trust policy.
 Support the implementation, monitoring and compliance of any audits relating to PALS &
Complaints, including external organisations as required. Prepare and monitor action
plans as required.
 Monitor and report on PALS & Complaints management and training key performance
indicators/metrics, escalating areas of concern to the PALS & Complaints Lead.
 Develop and deliver effective system training, including contributing to the Trust’s
induction programmes for new starters as required.
 Support work with Heads of Service, Service Managers and other stakeholders to ensure
that the Trust’s PALS & Complaints processes and systems meet the business
requirements of the organisation.
 Support as required any reporting against relevant quality outcome benchmarks and
trigger points, using these as an early warning system in relation to quality and patient
experience issues.
 Ensure the submission of all required data sets for internal reporting to the Informatics
team on a monthly basis and as requested.

Person specification

Knowledge and experience in the field of quality, patient experience and safety

Essential criteria
  • Educated to degree level or equivalent / 2 years experience in relevant field
  • Continued professional development
  • Knowledge of NHS Quality and Patient experience/customer service acquired through training and experience
  • Knowledge of using a database and making judgements about the data entered
Desirable criteria
  • Previous Experience within the NHS is desirable
  • Understanding of the healthcare environment in both acute and community settings is desirable
  • Working knowledge of Data Protection issues is desirable

Employer certification / accreditation badges

No smoking policyPositive about disabled peopleAge positiveDefence Employer Recognition Scheme (ERS) - BronzeDefence Employer Recognition Scheme (ERS) - SilverDisability confident employerNHS Rainbow badgeStep into health

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Application numbers

Please note this vacancy may close early if the number of applications is met.

Documents to download

Apply online now

Further details / informal visits contact

Name
Lyndsay Barrow
Job title
Head of Quality and Safety
Email address
[email protected]
Telephone number
01634 976699
Apply online nowAlert me to similar vacancies