Clinical Complaints Officer
Homerton Healthcare NHS Foundation Trust
London, E9 6SRView on map(opens Google Maps in a new tab)
Salary
£58,133 to £65,261
Contract
Permanent
Hours
Not specified
Closing date
17 November 2026
3 days leftJob description
Homerton Healthcare are excited to offer a new opportunity to clinical staff who are looking to move into corporate roles. We have two new clinical co...
- Under the direction of the Patient Experience Lead, the Clinical Complaints Officeris responsible for working with the Patient Experience team, Divisional Teams andservices to lead high-quality investigations into patient complaints across theorganisation.
- Work with the patient experience lead to ensure we respond to complaints well and on time
- To improve the trust complaint response time
- To improve service user involvement within the trust to better our services and to gather meaningful input into service delivery etc.
- To be the main point of contact for patients, families, and staff involved in acomplaint.
- To establish communications with those affected to guide and support themthrough the complaint process - for patients and staff.
- Ensure Trust wide standards are maintained and monitored to improve the qualityof care to all that come into contact with services provided by Homerton HealthcareNHS Foundation Trust.
- Actively input and participate in the Improving Patient Experience Committee(IPEC) to demonstrate how the learning gleaned from the complaints translatesinto action and improvements.
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both documents please view the attachment/s on this page.
Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, The City and beyond.
We are extremely proud of the fact that Homerton Hospital has recently attained the highest possible rating of "Outstanding" from the Care Quality Commission (CQC).
Our integrated Trust provides comprehensive hospital and community health services for its local population and a range of specialist services for a wider group of patients. In addition, the Trust manages services out of St Leonard's Hospital and the Mary Seacole Nursing Home.
Homerton aims to ensure equality and value diversity, and we are committed to inclusion for all of our staff. This is reflected in our policies, procedures and People Plan. All of our staff are expected to embody our Trust values at all times.
We are also committed, through our Fair Recruitment Standards, to ensuring all applicants are treated fairly.
Homerton has a proud tradition of supporting and developing its staff, including its well-regarded and valued nursing community, and all staff are able to take advantage of a great range of benefits.
Homerton is proud to have been included on the HSJ & Nursing Times Best Places to Work list.
Education / Qualifications
Essential: - Educated to Masters level or equivalent experience in Nursing, Midwifery or an Allied Health Profession. (Must be registered)
Desirable: - Qualification in a risk / governance / patient safety related discipline at diploma or equivalent.
Skills/ Abilities
Essential
- Knowledge and experience of clinical governance processes, with an ability to challenge and question clinical practice of all members of the multiprofessional team.
- Ability to analyse and rigorously review aspects of the patient's care pathway, interpreting information and using knowledge and judgement to provide personalised responses to complaints, including recommendations of modifications to practice where necessary
- Analytical skills and the ability to draw qualitative and quantitative data from a wide range of sources to form appropriate conclusions and present in a clear concise manner.
- Excellent presentation skills and the ability to present data and information in user friendly formats.
Desirable: - Ability to use Datix risk management system.; - Ability to use electronic information databases EPR, RiO etc.
Experience / Knowledge
Essential
- Expertise in completion of systems based investigations.
- Experience of working collaboratively with patients/ services/ stakeholders to improve the quality of services.
- Evidence of post qualifying and continuing professional development
- Clear understanding of the bereavement process.
Desirable: - Use of Datix and other electronic databases (EPR and RIO)
Trust Values, Equal Opportunities & Other Requirements
Essential: - Understanding and demonstration of the Trust Values
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
3 November 2026
Last checked
5 November 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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