Complaints and Incidents Officer

HealthNet Homecare is a leading provider of homecare services, supporting patients to receive treatment and care in the comfort of their own homes. From medication deliveries to specialist clinical nursing support, including injection training and the administration of IV and infusion therapies, we are dedicated to making healthcare more accessible and convenient for those who need it most.

Supporting over 300,000 patients across a wide range of therapy areas, our experienced and compassionate teams work with individuals living with both rare and more common conditions. Our mission is to make patients' lives easier by removing the stress of managing treatment and providing reassurance that they are receiving safe, high-quality care every step of the way.

We are currently looking for a Complaints and Incidents Officer to join our Quality team. 

If you are passionate about making a real difference and are looking for a role with purpose, where your work has a positive impact on patients' everyday lives, we would love to hear from you.

Main Responsibilities
Complaints and Incidents Officer to join our Quality Team.

What experience and skills are we looking for?
 To support the investigation of Complaints and Incidents with their assigned investigation owner. Providing quality assurance of the investigation process, suitable responses to Patients, Customer and Clients to a consistently high standard and review of the corrective and preventative actions. The role is critical to improving the customer and patient experience of HealthNet Homecare.

Working with the Complaint and Incident Managers, to support investigation managers to complete the timely completion of complaints and Incidents.

Support the Quality Administrators in the acknowledgement and triage of complaints and incidents.

To support the Complaints and Incident Managers to the timely responses of formal complaints and incidents, meeting our agreed Key Performance Indicators.  

• Proactively communicate with patients and customers to resolve issues in a timely manner and improve customer satisfaction levels.
• Ensure accurate recording of all complaint and incidents in the Quality Management System.
• Support the creation and closure of CAPA plans across the business working closely with the Quality
• Managers, this will include the monitoring and trending of CAPAs.
• Maintain knowledge of relevant departments’ processes and procedures, as well as regulatory guidelines and information.
• To deliver QMS and other Quality Team training to the business, this may include group training and one-one discussions.
• Working with others across the Quality Team ensure the business is ‘audit ready’ and support with audits by our regulators.
• Proactively work with departments across HealthNet to resolve issues and support them in driving forward the quality agenda within their departments.  As and when needed, (to include but not an exhaustive list), support minute taking, monitor and management of Quality team group email accounts and Quality Checks at the Swadlincote site.
• Support the monitoring and reporting of Key Performance Indicators and preparation of reports to Governance groups.

Essential: Desirable:

• Experience in a role that involved working with patients or customers and managing complaints and incidents is desirable.
• Experience in full complement of Microsoft Office Apps.

Qualifications

• GCSES A-C / 9-4 in core subjects English and Maths
• A-levels or appropriate post GCSE qualification

What we offer

• Competitive salary structure
• 25 days holiday + bank holiday
• Pension Scheme
• Ongoing training and development
• Professional registration fees paid
• Employee Assistant Programme including 24/7 hour access to remote GP appointments.
• Refer a friend scheme
• Uniform provided
• Kit bags for all Homecare Nurses
• Eyecare Vouches
• Perks and benefits via Perkbox
• Long service awards.

If the role sounds of interest, and you want to be a part of a company who truly places our patients at the heart of everything we do, please feel free to apply through our careers page and join us in making a difference.

Please note: Due to a high volume of applications, we usually receive, we are unable to contact each applicant individually regarding the status of their application. If you are selected for an interview, we will shortly be in touch.

Please note: Due to the volume of applications we receive, we may not be able to respond to all applicants individually. If you are selected for interview, we will be in touch.