Complaints Handling jobs

For questions about this job, contact:

Name - April Daniel
Position - Governance and Quality Lead
Email - april.daniel2@nhs.net

Shortlisting Date: TBC
Interview Date: TBC

Please Note: All salaries listed reflect the pay for full time roles. Any part time roles will be pro rata.

Job Summary

The Quality Safety Learning Complaints Lead Midwife/Nurse will provide professional and operational leadership for the management of complaints, concerns and associated patient experience within Women’s Services at Leeds Teaching Hospitals.

The post holder will lead the effective management and resolution of complex and sensitive complaints, ensuring that patients and families receive timely, compassionate, open and high-quality responses. They will work collaboratively with clinical and managerial teams to ensure concerns are investigated thoroughly, learning is identified and translated into meaningful and sustainable improvements in care.

A key focus of the role will be moving beyond individual complaint resolution to identify themes, triangulate learning and provide assurance that learning from patient experience is resulting in improvement.

Why you should join our Team

These roles will part of the Women’s Services at Leeds Teaching Hospitals and the role will be offered

• Opportunities for professional development and leadership growth
• A supportive and inclusive working environment
• Contribute to how Leeds Teaching Hospitals can improve the experience of people who access our Women’s Services of Maternity and Gynaecology

What you will bring to the role

The post holder will:

• Manage and oversee a caseload of complex, sensitive and high-risk complaints, ensuring appropriate investigation, escalation and resolution.
• Act as a key point of contact for patients and families, ensuring communication is compassionate, respectful, person-centred and responsive to individual needs.
• Lead and coordinate complaint investigations, working with clinicians, managers and multidisciplinary teams to establish what happened, identify learning and agree appropriate actions.
• Produce and quality-assure clear, accurate, compassionate and comprehensive written responses on behalf of senior leaders.
• Facilitate complaint-resolution meetings with patients, families and clinical teams where appropriate.
• Provide expert advice, support and challenge to clinical teams regarding the quality and timeliness of complaint investigations and responses.
• Monitor complaint performance and proactively address delays, barriers and areas requiring escalation.
• Undertake thematic analysis of complaints and patient feedback, identifying recurring themes, emerging risks and opportunities for improvement.
• Triangulate complaints intelligence with other quality and safety information to support a more comprehensive understanding of patient experience and organisational risk.
• Ensure learning from complaints is converted into SMART, measurable improvement actions, with appropriate evidence of implementation and impact.

About Leeds Teaching Hospital NHS Trust

Our Trust values

The Leeds Way is working together to support each other and deliver the best possible care to patients.

We are.

Responsible
Open and Honest
One Team
Kind

Our Trust priorities

Our purpose: Excellent, safe and sustainable care for every patient every time

Our priorities:

People
Improvement and Innovation
Partnerships
Outcomes

Sponsorship Eligibility

To comply with UK Government regulations on Skilled Worker sponsorship, Leeds Teaching Hospital NHS Trust is unable to provide sponsorship to applicants who do not meet the eligibility criteria or the salary threshold concessions set out under the Skilled Worker visa route. Please take this into consideration before submitting your application. Full guidance on these concessions, including details of who may qualify, can be found here.

We reserve the right to close this advert early if we receive a high number of suitable applications.