About The Organisation

Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services.

About The Organisation

Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services. We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.

The Role

The post holder will support the Patient Affairs and Complaints Lead in coordinating NHS Lanarkshire’s complaints processes and using feedback to improve patient care. They will provide specialist advice and training on the Complaints Handling Procedure, supporting compliance with organisational policy and requirements. Responsibilities include triaging and investigating complaints, coordinating responses through to Scottish Public Services Ombudsman level, and determining proportionate action. The post holder will also analyse complaints data to identify themes, risks and learning opportunities, and report organisational performance against Scottish Government indicators to governance committees and management teams.



The working pattern for this role is Monday to Friday, 9am to 5pm.

In This Key Role, You Will

- To support improvement in complaints handling by ensuring adherence to the NHS Complaints Handling Procedure (CHP)
- Offer expert knowledge and guidance to complainants, clinicians, managers and other staff on all aspects of the CHP ensuring signposting where additional support is required such as to Occupational Health, GP.
- Develop and maintain effective relationships with staff in Clinical Groups and Departments.
- Retain personal responsibility for managing a mixed caseload of complaints and patient correspondence autonomously, seeking guidance and support from the Patient Affairs and Complaints Lead when required.

What You'll Bring

- Educated to degree level alongside relevant specialist knowledge acquired through experience e.g. Relevant experience within an NHS setting or equivalent experience within a customer care/complaint handling environment
- Experience of working in and with multidisciplinary teams
- Good working knowledge of the national Complaints Handling Procedure
- Good knowledge of medical terminology
- Good working knowledge of policies including: Freedom of Information Act, Data Protection Act,



Duty of Candour Act, Patient Confidentiality, Patient Consent, Access to Records and Advocacy Services

What We Offer

As a valued employee of NHS Lanarkshire, you can enjoy an extensive range of benefits including:

- Annual Leave - 35 days including public holidays
- Generous NHS pension scheme
- Annual incremental salary progression
- Paid sick leave increasing with length of service
- NHS discounts and more.

NHS Lanarkshire is dedicated to building a diverse workforce where everyone can thrive, develop, and succeed based on their skills, knowledge, and talent - regardless of race, disability, gender, sexual orientation, or care experience* or any other dimension that can be used to differentiate people from one another.

- Care experienced applicants include those who have lived with foster parents, kinship carers, or in residential/secure children's settings.

For informal discussion, please contact Kevin Rooney, Patient Affairs and Complaints Lead on

If you have any questions about the recruitment process or require support with your application, contact Nicole Hetherington, Recruitment Administrator on

Full details about the role are provided in the attached Job Description and Person Specification.

Please review our Application Guidance which explain key information including closing dates, amendments, right‑to‑work requirements, sponsorship eligibility and important points to be aware of before submitting your application.

#J-18808-Ljbffr

📌 Patient Affairs Manager (Santiago)
🏢 NHS Scotland
📍 Santiago