Clinical Complaints Handling Specialist

Ranworth Medical Group are seeking an experienced and compassionate Clinical Complaints Handling Specialist to join their team on a part-time basis for 15 hours per week. This position offers remote working.

You will take a lead role in the management, investigation and resolution of patient complaints and concerns.

This is an important role within our Practice, combining clinical knowledge, patient communication, investigation and clinical governance. The successful candidate will help ensure that patients feel heard and that complaints are managed fairly, professionally and sensitively, while ensuring that valuable learning is identified and translated into improvements in patient care and experience.

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.

You will be expected to:

• 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.

For further details, please see job description attached.