Job summary

The postholder will manage and coordinate complaints relating to both clinical and non-clinical aspects of our services. This will include reviewing relevant clinical records, establishing the facts, liaising with clinicians and Practice staff, communicating with patients and preparing or contributing to formal responses.

The role will also contribute to our wider clinical governance, patient safety, risk management and quality improvement processes.

Main duties of the job

• Lead or coordinate investigations into patient complaints and concerns.
• Review relevant clinical records and information where appropriate.
• Liaise with GPs, nurses, pharmacists, AHPs and administrative colleagues.
• Communicate sensitively and professionally with patients and their representatives.
• Prepare clear, accurate and compassionate complaint responses.
• Identify and appropriately escalate clinical risk, safeguarding and patient-safety concerns.
• Analyse complaint themes and identify opportunities for service improvement.
• Contribute to clinical governance, significant event reviews and quality improvement activity where appropriate.
• Ensure learning from complaints is shared and acted upon.
• Maintain accurate and confidential complaints records.

About us

We offer the opportunity to work within a supportive GP Practice where patient experience, clinical quality and continuous improvement are valued.

The role offers the opportunity to make a meaningful contribution to how the Practice responds to patient feedback and learns from complaints, while working closely with experienced clinical and management colleagues.