Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust
Complaints Investigator
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Role: Complaints Investigator/Coordinator
An exciting opportunity has arisen for an experienced and motivated Complaints Investigator/Coordinator to join the Patient Complaints and Feedback Team at Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust.
About the Role
Working closely with clinical and operational teams across the Trust, you will lead the investigation of patient complaints, ensuring concerns are managed fairly, thoroughly and in line with NHS Complaints Regulations, Trust policies and the Parliamentary and Health Service Ombudsman Principles of Good Complaint Handling.
Key Responsibilities
- Independently manage a caseload of complex and sensitive complaints
- Gather and analyse evidence
- Undertake investigations
- Identify learning opportunities
- Prepare high-quality reports and responses on behalf of the Chief Executive
- Communicate effectively with patients, families and multidisciplinary teams
- Support a culture of openness, learning and continuous improvement
Requirements
As a key member of the Patient Experience team, you will translate feedback and complaint outcomes into meaningful service improvements that enhance patient safety and experience.
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Key Skills And Experience Required
- Strong investigative skills
- Experience of complaints handling or governance
- Excellent report-writing abilities
- Confidence to work autonomously while influencing and supporting teams across the organisation
- Excellent communication skills
- Ability to analyse information and manage sensitive situations professionally
About Us
DBTH is one of Yorkshire’s Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues.
At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions.
Flexible Working
As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
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Benefits
We offer a range of benefits to support our people including:
- Extensive range of learning opportunities
- NHS Pension Scheme
- Generous holiday entitlement in line with Terms & Conditions
- Comprehensive health and wellbeing support
- NHS Car Lease schemes and a range of salary sacrifice scheme
- Discounts on restaurants, getaways, shopping and finance through external providers.
Equal Opportunities
As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.
Contact
For further details / informal visits contact:
- Name: Caroline Marsden
- Job title: Complaints Manager
- Email address: caroline.marsden2@nhs.net
- Telephone number: 01302 648065
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