LW245830 - Complaints and Feedback Officer

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

Location: NHS Grampian - Hybrid Summerfield House

NHS Grampian’s Complaints and Feedback Team is looking for a well-motivated, organised and empathetic individual with excellent interpersonal skills to join our team as a Complaints & Feedback Officer. We are looking for someone with meticulous attention to detail, excellent communication, organisation and IT skills, and the ability to prioritise, multi-task and problem solve in a fast-paced and busy environment.

The Complaints & Feedback Officer is responsible for ensuring that all complaints are managed in accordance with NHS Grampian’s policies, procedures, and statutory regulations. There will be regular engagement with the public to discuss and take learning from complaints and feedback and applicants must be practiced and comfortable dealing with challenging and emotional conversations on the telephone and face-to-face.

You will manage and support staff within the team and work collaboratively with other staff of differing seniority across our organisation, contributing to a transparent and compassionate approach to addressing and learning from complaints and feedback.

The Complaints & Feedback Officer supports our culture of continuous improvement by maintaining accurate records in complaints and identifying trends and this requires use of databases and systems, and the production of reports.

This is an exciting time to join us as we strengthen our organisation wide approach to clinical governance, risk management, adverse events, complaints, and regulatory compliance across the system.

This post is for 22.5 hours per week.

Additional Information For Candidates

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Shortlisted candidates will be invited to attend the interview in person. Alternative arrangements or adjustments will be considered in the event there are circumstances that may prevent candidates attending in person to ensure it is inclusive and accessible to all.

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NHS Grampian forms one of the fourteen regional health boards of NHS Scotland and is responsible for providing health and social care services to a population of over 500,000 people living in Aberdeen, Aberdeenshire and Moray.

As a board we strive to ensure the environment is conducive to nurturing a positive culture, supported and delivered through our NHS and Social Care values.