Complaints and Patient Experience
- Receive, record, triage, and progress all formal complaints.
- Manage communication with patients, relatives, and representatives, ensuring compassion and clarity throughout the process.
- Draft, review, and quality assure complaint responses to ensure professionalism, accuracy, and empathy.
- Facilitate resolution meetings between staff and complainants where appropriate.
- Support the Trust in meeting its Duty of Candour obligations.
- Assist the Clinical Governance Manager and Director of Governance in the management of matters referred to the Parliamentary and Health Service Ombudsman (PHSO), ensuring learning and compliance with recommendations.
Communication and Engagement
- Act as the main point of contact for patients and families raising concerns.
- Communicate with sensitivity and adapt style to suit different levels of understanding.
- Promote awareness of the complaints service internally and externally.
- Maintain effective working relationships with:
- Patients, carers, and service users
- Clinical teams, managers, and senior leaders
- Patient groups, local agencies, and commissioners
- Governance administrators, PALS teams, and external partners
Data, Reporting, and Quality Improvement
- Maintain and update complaints databases and records (e.g. Radar).
- Monitor and report on complaint themes and trends, identifying areas for improvement.
- Contribute to audits, reports, and patient experience projects, ensuring compliance with national standards and regulatory obligations.
Leadership and Support
- Provide guidance, advice, and training to staff on complaint handling.
- Support induction, mentoring, and development of new staff.
- Provide cross-cover for Governance colleagues as required.
- Promote a culture of openness, learning, and continuous improvement in patient experience.
Knowledge, Skills, and Experience
Essential
- Experience in a patient-facing or customer service role.
- Strong communication and interpersonal skills, with the ability to manage sensitive and challenging conversations.
- Proven ability to draft clear, accurate, and professional correspondence.
- Excellent IT skills (Word, Excel, Outlook, PowerPoint; database systems).
- Ability to plan, prioritise, and manage competing workloads effectively.
- Commitment to confidentiality, discretion, and professionalism.
Desirable
- Experience in governance, compliance, or quality improvement.
- Experience in data analysis and reporting.
- Knowledge of NHS complaints processes and regulatory frameworks.
- Experience working with senior managers and external stakeholders to support service improvements.
Behaviours and Values
All staff are expected to demonstrate the above LivingCare core values by:
- Acting with empathy, compassion, and respect.
- Remaining calm and professional under pressure.
- Being approachable, visible, and supportive.
- Taking responsibility for personal development.
- Seeking feedback and contributing positively to improvement.
- Promoting a culture of openness and accountability.
Additional Information
- Travel to other company sites, and local NHS trusts may be required.
- The role involves regular contact with patients and members of the public, including distressed or challenging individuals.
- The postholder must comply with the Health and Safety at Work Act and LivingCare’s policies.
- This job description is not exhaustive and may be reviewed periodically in consultation with the postholder.
About us:
LivingCare Group is a set of companies that operate across various health services and portfolios. We have extensive experience of developing and delivering NHS care and have a growing portfolio of private provision. We work across GP practices and within our own centres in Yorkshire.
Our services are developed in response to local demands across the health economy and in line with the NHS governance and contractual requirements.
Why Choose us?
Our continuing success as a business is down to the talent, hard work and dedication of our staff. Along with great job satisfaction, you can look forward to a competitive salary, opportunities to grow, a pension scheme and great employee benefits.
We fully believe in investing in our staff to help them reach their career goals and full potential. We offer all staff the chance to further their education with free training courses in any field that will both benefit themselves and the company.
Here at LivingCare we are an equal opportunities employer with a strong commitment to the health and wellbeing of all our colleagues.
We are also proud to be a Disability Confident Committed Employer (Level 1).
Find out more about Disability Confident at: www.gov.uk/disability-confident #DisabilityConfident
What we offer our employees:
- Free onsite parking.
- Free tea and coffee
- Quality working environment
- Exclusive discounts
- Flexible working
- Work life balance is a priority here at LivingCare, with services running at sociable times. 08:00-18:00 Monday to Saturday.
- Blue Light Card NHS discount at a range of shops and restaurants
- Access to the Employee Assistance Programme
- Annual pay review
- Culture matrix programme: we organise special events every month to support our teams
- Celebrating success: this programme gives rewards to our team member who have gone above and beyond
- Supermarket vouchers: we give these out every month as part of our supermarket sweep competition
LivingCare Behaviours and Values:
Living Care has a set of core values which we expect all staff to demonstrate. Building on these we have developed a set of expectations that we expect all team members to demonstrate.
- Managing yourself and others:
- Take care of your own wellbeing and that of your staff
- Manage yourself and your emotions
- Share your knowledge and experience
- Use appropriate language when communicating to others to ensure they understand
- Be decisive
- Be positive – focus on what you can do and why something will/could work
- Actively seek feedback and act on it (where appropriate)
- Know when to step in and do it yourself and when to leave others to have a go
- Be self-aware: know your strengths and development needs and look for ways to develop
- Be visible
As a company who supports equality and diversity, LivingCare encourage applications from all candidates regardless of their age, gender including reassigned gender, relationship status, maternity, disability, race including colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation.
