Complaints InvestigatorNHS

Job summary

An exciting opportunity has arisen for an experienced and motivated Complaints Investigator/Coordinator to join the Patient Complaints and Feedback Team at Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust.

Working closely with clinical and operational teams across the Trust, you will lead the investigation of patient complaints, ensuring concerns are managed fairly, thoroughly and in line with NHS Complaints Regulations, Trust policies and the Parliamentary and Health Service Ombudsman Principles of Good Complaint Handling.

You will independently manage a caseload of complex and sensitive complaints, gathering and analysing evidence, undertaking investigations, identifying learning opportunities and preparing high-quality reports and responses on behalf of the Chief Executive. The role requires excellent communication skills and the ability to build positive relationships with patients, families and multidisciplinary teams.

As a key member of the Patient Experience team, you will support a culture of openness, learning and continuous improvement by translating feedback and complaint outcomes into meaningful service improvements that enhance patient safety and experience.

This role would suit an individual with strong investigative skills, experience of complaints handling or governance, excellent report-writing abilities and the confidence to work autonomously while influencing and supporting teams across the organisation

Main duties of the job

The Complaints Investigator will manage a caseload of patient complaints and concerns, ensuring investigations are conducted thoroughly, sensitively and in line with NHS Complaints Regulations, Trust policies and national guidance.

Key responsibilities include investigating complex complaints, gathering and analysing evidence, reviewing records, identifying learning and preparing high-quality response reports. The post holder will liaise with patients, families and staff to ensure concerns are understood and addressed effectively.

Working with clinical and corporate teams, the role will support timely complaint resolution, identify themes and trends, promote learning from feedback and contribute to service improvements. The post holder will provide advice on complaints handling, support cases escalated to external bodies, maintain accurate records and contribute to performance reporting.

Key Skills and Experience Required

The successful candidate will have excellent communication, investigation and report-writing skills, with the ability to analyse information and manage sensitive situations professionally. Experience of complaints handling, investigations, governance or patient experience is desirable. Candidates should be organised, analytical, able to prioritise workloads, work independently and build effective relationships with patients, clinicians and managers. A commitment to patient-centred care and continuous improvement is essential.

Job description

Please see attached to the advert a job description and person specification for further details. Please ensure you read this document carefully.Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential.

Certificate of sponsorship

For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link below to check your eligibility. Check if you need a UK visa - GOV.UK

Please note that from 9th April2025, band 2 & 3 entry roles are no longer eligible for sponsorship.

About us

DBTH is one of Yorkshire's Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues.

At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions.

As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.

We offer a range of benefits to support our people including:o Extensive range of learning opportunitieso NHS Pension Schemeo Generous holiday entitlement in line with Terms & Conditionso Comprehensive health and wellbeing supporto NHS Car Lease schemes and a range of salary sacrifice schemeo Discounts on restaurants, getaways, shopping and finance through external providers.