Complaints Coordinator | Blackpool Teaching Hospitals NHS Foundation Trust

Responsibilities

• To work under the direction of the Patient Relations Manager, having responsibility for resolving formal complaints, informal concerns and general enquiries in a timely and efficient way in order to achieve the best possible outcome for patients, their relatives, carers or representatives, with the clinical services concerned, and to liaise with front line staff to receive, manage and respond to patient feedback in line with Trust policy and procedures, NHS Complaints Regulations and recognised best practice.
• To provide an effective Patient Relations Service by ensuring patients, service users, carers and the public have access to and receive timely and high quality information, advice and signposting about the Trust and related health and social care services.
• To also assist the Patient Relations Manager in the effective administration of formal complaints, ensuring all complaints are investigated with appropriate thoroughness and impartiality and that all complainants receive a full, high quality and timely response that delivers the best outcome for the complainant and for the clinical or corporate service involved.
• Receive, listen to and analyse concerns and complaints raised by patients, relatives, carers and staff, assessing individual situations and determining whether issues can be resolved immediately or require formal investigation.
• Act as a primary point of contact for complainants, communicating clearly and compassionately by telephone, email, written correspondence or face to face, and explaining the complaints process and agreed next steps.
• Provide non‑clinical advice and guidance to patients and their representatives and escalates concerns appropriately where patient safety, safeguarding or significant risk is identified.
• Liaise with clinical and non‑clinical staff across wards, departments and Trust sites to support timely local resolution of informal concerns and complaints.
• Ensure all formal complaints are managed in accordance with the Trust’s Complaints Management Procedure, NHS Complaints Regulations and Model Complaints Standards.
• Ensure formal complaints are acknowledged within agreed timescales and maintain regular contact with complainants throughout the investigation process.
• Coordinate complaint investigations, including requesting statements, records and information, and monitoring progress to ensure deadlines are met.
• You will respond promptly to concerns and complaints, seeking early and effective resolution wherever possible, and you will ensure that learning from complaints is identified, recorded on the Ulysses Safeguard System, and shared with clinical teams to support continuous improvement in patient care.
• Manage and respond to formal complaints and complex concerns in line with the NHS Complaints Regulations, Trust policy, and agreed timescales.
• Act as a key point of contact for complainants, providing clear, compassionate and professional communication throughout the complaints process.
• Analyse complaint issues to identify themes, learning and service improvement opportunities, ensuring outcomes are clearly evidenced.
• Record complaints, actions and learning accurately on the Ulysses Safeguard System and maintain comprehensive case records.
• Support early and local resolution of complaints where appropriate, balancing resolution with governance and risk considerations.
• Work collaboratively with clinical teams, managers and external bodies where required, including MPs and the Parliamentary Health Service Ombudsman.
• Contribute to organisational learning by sharing complaint themes and supporting service improvements to enhance patient experience.
• Support junior staff and contribute to team learning, quality improvement and service development activities.

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