Complaint and Patient Officer

Employer North East & North Cumbria Integrated Care Board Employer type NHS Site Pemberton House Town Sunderland Salary £39,959 - £48,117 Per annum Salary period Yearly Closing Today at 23:59

Are you passionate about health and social care and looking for a role that offers flexibility and growth? At North East and North Cumbria Integrated Care Board, we value work-life balance and offer a range of flexible working options, including hybrid working. Enjoy a supportive team environment, competitive salary, and opportunities for professional development.

Flexible Working Options: We understand the importance of work-life balance and offer a range of flexible working options, including part-time and job share. We encourage applicants to discuss their preferred working patterns during the interview process.

Hybrid Working: This role offers the opportunity for hybrid working, allowing you to split your time between our ICB offices and home. We aim to provide a supportive and adaptable working environment that meets the needs of our staff, service delivery and the patients within our Region.

• Competitive salary and pension scheme
• Opportunities for professional development and training
• Supportive team environment
• Enhanced work-life balance through flexible and hybrid working arrangements
• Employee Benefits – Salary Sacrifice Schemes such as Lease Cars, Home Electronics, Cycle to Work

North East and North Cumbria Integrated Care Board is seeking a motivated, resilient and highly organised Complaints and Patient Experience Officer to join our Complaints and Patient Experience Team. This is a Band 6 role, working on a hybrid basis across ICB locations, supporting the effective management of complex complaints and patient experience contacts across the services we commission.

The ICB has a key role in ensuring high quality, safe and accessible health services for communities across the North East and North Cumbria. As part of this, the Complaints and Patient Experience Team helps ensure that concerns are managed sensitively, efficiently and in line with statutory requirements, while supporting learning and improvement across the system.

Please note this post is only accepting applications from current staff members of North of England Commissioning Support (NECS).

In this role, you will manage a caseload of complex complaints and patient experience contacts from receipt through to resolution. You will be a named contact for complainants, liaising with patients, families, carers, providers and colleagues to ensure issues are understood, investigated and responded to appropriately. You will secure detailed provider responses, prepare high quality written correspondence, maintain accurate records on SIRMS, and ensure cases are progressed within agreed timescales.

You will also support the Head of Complaints and Patient Experience with workflow management, case prioritisation, performance reporting and the identification of themes and trends. The role involves working with a wide range of internal and external stakeholders, including NHS providers, clinical colleagues, contracting teams, advocacy organisations, Healthwatch and the Parliamentary and Health Service Ombudsman where required.

Our Integrated Care Board (ICB) is the largest in the country.

The ICB is responsible for ensuring that high quality and safe health services are accessible to all of our communities. It has a wide range of functions, including; promoting integration of health and care services, improving peoples health and well-being, reducing health inequalities.

With a £6.6 billion budget and a workforce of 170,000 people…