Complaints Officer

The Complaints officer is a key part of the West Midlands Primary Care Complaints Team, which sits within the Office of the West Midlands and will have responsibility for supporting the Senior Complaints Officer to ensure effective operational delivery of the Complaints Service and supporting the ICBs proactive approach to listening and responding to patient and carer feedback.

Our behaviours: leading by example:

We prioritise patients in every decision we take.

We listen and learn.

We are evidence-based.

We are open and transparent.

We are inclusive.

We strive for improvement.

The job is suitable for individuals who have a passion for ensuring high quality service is provided to our patients and stakeholders. The individual should demonstrate that they have good attention to detail and is self-motivated and can work under significant pressure and work to demanding timescales.

Working with staff across the organisation as well as a range of external partners and stakeholders, the post-holder is responsible for ensuring the ICB meets all statutory requirements in relation to Complaints, and that a professional, reliable and accessible service is provided consistently across the organization., As a Complaints Officer the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints., The Team is responsible for ensuring compliance with the Local Authority Social Services and NHS Complaints Regulations 2009 and working within ICBs' Complaints Policy

The Team aspires to deliver ICBs' Quality Framework for Office of the West Midlands policy for Complaints Handling.

The Team works with both the complainant and the service provider to try to resolve all complaints satisfactorily.

The Team uses a complaints database in a contemporaneous manner to permit case and performance management, reporting and also learning from themes and trends arising in complaints.

The Team works together to ensure a timely yet quality response is provided to the complainant.

The Team is responsible for ensuring proactive and regular communication occurs with the complainant and service provider

The Team recognises it is part of one organisation and works with the 6 ICB's to continuously improve the service provided including participating in a Peer Review process.

The Team will be part of positive and engaging relationships with key stakeholders including NHS England and the Parliamentary and Health Service Ombudsman and will also co-operate in either leading on, or being part of, multi-agency complaints.

The Primary Care Complaints Team manage a caseload of formal complaints predominantly about primary care health services (as the commissioner of those services)