Governance & Complaints Manager

South East England
09 Aug 2019
06 Sep 2019
Finegreen Consultant
Acute Trust
Job Type
An exciting new opportunity has arisen to work for a large healthcare organisation who is looking to appoint a Governance & Complaints Manager, to work on an interim basis for up to 3 months.

To oversee the complaints process and checking of investigations. The post holder must have excellent letter writing skills and be able to communicate effectively.

Main Responsibilities:
  • Respond to complainants in a way that is compassionate and empathic, sensitive to their needs, and fully addresses their concerns;
  • Effectively ensure timely and comprehensive investigations of complaints and incidents relating to central allocation of care are completed;
  • Respond to complainants in a way that is compassionate and empathic, sensitive to their needs, and fully addresses their concerns;
  • Ensure that patient, carer and family concerns and complaints are handled sensitively and effectively throughout caring services;
  • Manage and respond to contentious/complex complaints including any complaints which are referred to the ombudsmen/regulators;
  • Work with senior management, clinicians, and others to facilitate speedy resolutions and solutions that will improve the experience of patients;
  • Provide help and support to investigating managers and review/ draft complaints responses as required;
  • Provide assurance to patients, carers and relatives that patient and carer feedback and complaints will be investigated sensitively, confidentially, and fairly;
  • Identify potential/actual risks associated with complaints and liaise with appropriate personnel both within and outside the organisation.
A successful candidate will have:
  • Ability to respond to complainants and staff in a sensitive and understanding manner that demonstrates empathy;
  • Significant knowledge of methods, systems and processes for obtaining service user feedback and complaints;
  • Ability to work with complex and difficult to resolve situations, and work with a variety of interpersonal styles;
  • Excellent letter writing and the ability to formulate responses/correspondence on a wide range of complex issues;
  • Proven ability in proactively solving complex problems.
If you are interested in the role and have the above experience, please send me a copy of your updated CV to

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