Clinical Complaints Case Manager
The Shrewsbury and Telford Hospital NHS Trust
Shrewsbury, SY3 8XQView on map(opens Google Maps in a new tab)
Salary
£39,959 to £48,117
Contract
Permanent
Hours
Not specified
Closing date
5 October 2026
5 days leftJob description
Are you seeking a change of role where you can have a positive impact upon the patient experience and where no two days are the same? If so, then this...
- Responsible for the management of a caseload of formal complaints in line with national and local policy
- To analyse all complaints on receipt identifying key issues for investigation
- Undertake investigations of all formal complaints, some of which are highly complex, ensuring that the investigation is fair, thorough and proportionate to the complexity of the complaint
- Monitor the progress of complaint investigations within the caseload ensuring that all deadlines are met. To identify problems at an early stage and ensure that complainants are informed of the progress at each stage of the process
- Draft letters in response to formal complaints of mixed complexity, on behalf of the Chief Executive, interpreting information obtained during the investigation process, and pulling infomration from clinical records. Ensure the accuracy of information, that all issues raised by the complainant are addressed in full and that information is written in a language that the reader can understand. Communicate sensitive or contentious information with tact, diplomacy and understanding
For full duties and responsibilities of this role, please refer to the attached document entitled Job Pack.
We believe that compassionate care sits at the heart of everything we do. Every member of our team -- clinical or non-clinical -- plays a vital role in ensuring that patients, families, and colleagues are treated with dignity, empathy, and respect at all times.
We expect all staff to demonstrate compassion not only through their words, but through their actions: by listening attentively, communicating clearly and kindly, and recognising individual needs, feelings, and circumstances of those in our care.
Effective communication is central to safe and high-quality healthcare. We value colleagues who take the time to understand others, explain information in a meaningful way, and respond to concerns with patience and understanding.
By joining our team, you are committing to uphold these values -- ensuring that every patient feels heard, respected, and valued, and that compassion is embedded in every interaction, every day.
Qualifications
Essential: - Degree level or equivalent; - ECDL or equivalent IT skills
Desirable: - Counselling qualification
Qualifications
Essential: - Professional Registration
Experience
Essential
- Knowledge and experience of handling complaints in an NHS setting
- Experience of working in the NHS with knowledge and understanding of current healthcare and patient safety issues
- Experience of designing and delivering training
- Statistical analysis and report writing
- Knowledge of clinical governance, risk management and associated control mechanisms
Skills
Essential
- Ability to assimilate a range of complex information and make judgments
- Excellent interpersonal and communication skills
- Ability to deal with conflicting demands ensuring that key priorities and deadlines are met through effective time management
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
21 September 2026
Last checked
23 September 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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