Patient Experience and Complaints Support Officer
The closing date is 08 July 2026
Are you passionate about improving patient care? Join us to investigate and resolve patient concerns, support families, and work with clinicians to turn feedback into meaningful improvements.
We’re looking for someone with excellent written and verbal communication, problem‑solving skills, and a proactive approach to help ensure every patient’s voice is heard.
Make an impact every day – apply now and help put patients at the heart of everything we do.
Main duties of the job
Investigate and resolve patient concerns and complaints, helping families and carers feel heard and supported. Work alongside clinicians and managers to embed patient feedback into service improvements. Link complaints with incidents to drive meaningful improvements. Ensure all communication is handled professionally, sensitively and confidentially. Work cross‑divisionally in a supportive and collaborative environment.
About us
CHFT is an integrated Trust of 6,500+ colleagues providing hospital and community services to patients and communities across Calderdale and Kirklees. We are rated as “Good” by the Care Quality Commission, are a top performing Trust for Elective Recovery, Emergency and Cancer Care and widely acknowledged as a national digital lead when it comes to caring for people across our local and regional systems.
Our people are at the core of everything we do, hence our commitment to One Culture of Care. Our focus is to care for and support each other in order to provide outstanding compassionate care to our patients. That is why we are looking for an inclusive, collaborative, creative, innovative and compassionate leader to join us in this role.
Job responsibilities
Investigate and draft responses to patient complaints using the Trust format, ensuring professional, timely, and accurate communication.
Act as a facilitator for patients, carers, and families, helping to resolve concerns quickly and effectively.
Work across all the Directorates included in the Family and Specialist Services Division.
Collaborate closely with clinicians, managers, and the Associate Directors of Nursing, Directors of Operations, and Divisional Directors to embed patient experience into service improvements.
Build relationships with clinicians and managers to ensure responses can be obtained swiftly and to a high standard.
Support quality and performance initiatives by linking complaints with serious incidents, other incidents, and claims, identifying emerging themes, and contributing to improvement plans.
Work closely with the Patient Advice and Liaison Team at the Trust to support handling concerns and complaints.
Maintain the divisional database and ensure accurate recording of all complaints, compliments, and feedback on CHFT reporting system InPhase.
Co‑ordinate Local Resolution meetings and compile documentation for Independent Reviews, ensuring all relevant personnel are informed in advance.
Assess responses from managers and clinicians, providing guidance and requesting clarification where needed to complete final responses.
Deliver training and presentations on the complaints process to staff, enhancing understanding and compliance across the division.
Provide non‑clinical advice and information to patients, families, and the public, maintaining confidentiality in line with the Trusts policies and the Data Protection Act.
Plan and organise your workload efficiently, meeting deadlines while ensuring timely communication to relevant teams.
Exercise judgment and problem‑solving skills to address complex, sensitive, and often contentious enquiries.
Person Specification
Qualifications
- GCSE English grade 4 or above or equivalent
- Customer Care Training/Qualification
- Educated to Degree level or equivalent qualification in a relevant health or social care subject
Experience
- Experience of complaint handling
- Experience of working with staff at all levels within an organisation
- Experience of providing mediation and/or customer care services
- Experience of Health Service or related environment
- Evaluating information, identifying key issues, problem solving, making sound judgments and decisions and implementing/recommending solutions
- Experience of influencing change and promoting learning
- Presenting data in a meaningful way both orally and in writing
- Experience of drafting NHS complaint responses
- Experience of using Microsoft Office and CHFT reporting systems
Special Knowledge/Expertise
- Excellent written communication skills, ability to draft reports to a high standard
- Excellent up to date understanding of the NHS complaints procedure
- Problem solving and analytical skills
- Up to date knowledge & understanding of NHS clinical governance, Patient Safety Incident Framework (PSIRF), patient advice and complaints
- Ability to manage, understand and interpret complex regulations/data
- Ability to contribute to strategic developments and operational good practice
- Ability to remain focused, objective, in demanding and emotionally charged circumstances whilst working innovatively, dynamically, strategically, flexibly and under pressure
- Ability to work methodically and systematically with a pragmatic approach and high attention to detail
- Ability to compassionately impart unwelcome or sensitive information
- Proven track record in professionalism when communicating with people with strong opposing views
- Establish and maintain interpersonal relationship with key stakeholders
- Able to work to a high standard within tight deadlines
- Ability to work autonomously with minimum supervision
- Ability to work flexibly
- Willingness to help and support colleagues
- Up to date knowledge & understanding of GMC procedures; key agencies e.g. Parliamentary & Health Service Ombudsman, etc.; Caldicott, Freedom of Information, Data Protection
HEALTH/GENERAL
- Able to fulfil the health requirements of the post as identified in the Job Description, taking into account any reasonable adjustments recommended by Occupational Health.
- Must be eligible to work in the UK.
- Ability to work in various locations throughout the network of services provided by Calderdale and Huddersfield NHS Foundation Trust.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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