Patient Experience and Complaints Officer

We are offering an opportunity to join the NHS HIOW Patient Experience and Complaints Team, as part of an expansion of our services we are looking for enthusiastic, committed people to join the team.
The post is an excellent opportunity for administrative or clinical staff to facilitate a high quality, responsive, patient centred enquiry and complaints function, for people living across Hampshire and the Isle of Wight.
The post will appeal to those who want to work in partnership with the public and a broad range of professionals, in resolving enquiries and complaints and improving local healthcare.
You will be a first point of contact for the public, and so will require excellent written and oral communication and listening skills, attention to detail and an enquiring nature. Using initiative and experience, you will provide support and guidance, by phone and email, responding to and resolving issues empathetically, accurately and professionally.
You will also facilitate and coordinate the NHS complaint process. Our focus is on resolving people's enquiries and complaints as quickly and effectively as possible, in line with the NHS complaint standards, so ideally you will already have experience in this type of work., To work as part of a team delivering an effective, compassionate, person-centred, high quality service to the public, complainants and others.
To promote good customer care and prompt and meaningful resolution of enquiries and complaints.
To provide an effective and efficient complaints management service that meets all statutory, regulatory requirements and local performance standards.
To be responsible for managing a caseload of enquiries and complaints, from the point of receipt to resolution, promoting a positive experience for the enquirer or complainant.
To support continuous quality improvement through learning from complaints and other patient feedback.
The post holder will be well supported and supervised, working office-based with the team, a minimum of 2 days per week.

Working for our organisation
NHS Hampshire and Isle of Wight Integrated Care Board (NHS HIOW) is a statutory body responsible for planning and allocating health and care resources to improve the lives of people for our population. Working with our partners including Councils, NHS provider Trusts, GPs and voluntary and community organisations. We plan and allocate NHS resource to deliver a wide range of services including urgent and emergency care, mental health, primary care, elective hospital services and community care.
Working for us, you can help ensure that our residents and patients have access to the right services when they need them and assist them take greater care of their own health , improving experience and outcomes in population health and healthcare. We're proud of our staff and the contribution they make and are committed to developing their knowledge and skills in a supportive, inclusive, and values-led organisation., 2. In compliance with Part 7 of the Immigration Act 2016, all applicants must be able to communicate fluently in English to an appropriate standard which will be assessed as part of the selection process.
3. As a Disability Confident Employer we are working to create a workplace that enables all staff to reach their full potential. As an ICB, we value diversity and are committed to the recruitment and retention of underrepresented minority groups. We welcome applications from black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.
4. If you are successful and are joining from a non-NHS background, there will be an expectation that you will be engaged from the bottom of the pay band. If you would like to review the Agenda for Change pay scales in more detail and to view other benefits of working in the NHS, please visit the Agenda for Change website for further details.
5. New employees to the ICB will be subject to a probationary period of six months (some exemptions apply, please refer to the ICBs policy for full details).
We encourage and support our staff to be fully vaccinated against Covid-19 as this remains the best way to protect ourselves, our families, our colleagues, and patients from the virus.