Patient and Complaints Support Officer

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.

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.

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.

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.

• 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 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…