Clinical Complaints Handling Specialist

• Lead or coordinate investigations into patient complaints and concerns.
• Review relevant clinical records and information where appropriate.
• Liaise with GPs, nurses, pharmacists, AHPs and administrative colleagues.
• Communicate sensitively and professionally with patients and their representatives.
• Prepare clear, accurate and compassionate complaint responses.
• Identify and appropriately escalate clinical risk, safeguarding and patient-safety concerns.
• Analyse complaint themes and identify opportunities for service improvement.
• Contribute to clinical governance, significant event reviews and quality improvement activity where appropriate.
• Ensure learning from complaints is shared and acted upon.
• Maintain accurate and confidential complaints records.

Essential

• Current or recent clinical experience within UK healthcare.
• Significant experience in primary care.
• Experience of managing, investigating or responding to patient complaints.
• Excellent written and verbal communication skills.
• Strong analytical and investigative skills.
• An understanding of clinical governance and patient safety.
• The ability to review and interpret clinical records.
• A calm, empathetic and objective approach to challenging situations.
• Excellent organisational skills and attention to detail.
• The ability to maintain confidentiality and professional boundaries.
• Experience in clinical governance, patient safety, risk management, significant event analysis or quality improvements would be advantageous.