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 cor