We’re looking for a compassionate, organised and proactive professional to join our team and help us ensure that concerns and complaints are not only handled effectively, but welcomed as an opportunity to learn, improve and strengthen patient experience across the Trust.
In this pivotal role, you’ll ensure that all complaints are managed in line with the Trust’s complaints procedure, promoting a culture where openness, learning and resolution are at the heart of everything we do. You’ll be a key point of contact for complainants, managers and senior leaders, ensuring concerns are acknowledged promptly, investigated thoroughly and responded to with clarity, empathy and professionalism.
You’ll play a meaningful role in improving patient care and experience, working collaboratively with clinical and corporate colleagues and directly influencing positive change across the organisation. If you’re an excellent communicator with strong organisational skills and a genuine commitment to patient‑centred care, we’d love to hear from you.
Key Responsibilities
* Deal with and monitor informal/telephone complaints, resolve issues quickly and record on the Trust database.
* Support the Trust's Complaints Lead and arrange independent reviews as required; circulate findings and recommendations to key stakeholders and ensure action plans are forwarded to the Trust Board for approval.
* Act as the link for patients wishing to access their medical records.
* Conduct an annual survey of patients who have used the complaints procedure to assess satisfaction.
* Be involved in the ongoing education of staff to ensure all are aware of how to handle local complaints.
* Provide training for staff specifically regarding the NHS complaints procedure.
* Advise staff regarding complicated complaints and act in a liaison role to resolve difficult issues.
* Work closely with the Governance Manager and Litigation Administrator regarding complaints which arise from risk incidents and may result in Litigation.
* Provide cross‑cover with PALs, Patient Safety and Litigation services within the Patient Safety office.
* Maintain the high standards of the department by contributing towards individual and team objectives.
Visa Sponsorship
This position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the right to work in the UK for the full duration of the contract.
Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.
We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours. We do our utmost to work with our staff to meet their needs and the needs of our service and its users.
For a full list of tasks and responsibilities associated with this role please refer to the job description/person specification attached.
This advert closes on Wednesday 6 May 2026.
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