About this role
Job summary
We are looking for a compassionate and experienced Patient Experience Officer to join NHS Hampshire and Isle of Wight ICB.
You will play a key operational role in delivering a high-quality, patient-centred complaints and experience service, managing complex cases from receipt to resolution in line with NHS standards and legislation.
You will also supervise a small team, support consistent case handling, and contribute to learning and service improvement. The role includes deputising for the Patient Experience Manager when required.
Main duties of the job Manage a caseload of complaints, including complex and sensitive cases. Lead complaint triage, assessment and investigation. Work with complainants to agree resolution plans and provide clear, compassionate communication. Ensure timely, high-quality responses in line with policy and key performance indicators. Supervise and support staff to deliver consistent case management. Build effective relationships with stakeholders to support resolution and learning and contribute to service improvement and learning.
About us NHS Hampshire and Isle of Wight ICB is committed to improving health outcomes and reducing inequalities across our population. We recognise that our workforce is central to achieving this and take a people-focused approach that promotes staff engagement, health and wellbeing, flexible working, and access to learning and development opportunities within a supportive and collaborative system.
Job description Job responsibilities You will coordinate complaint handling processes, ensuring compliance with NHS Complaints Regulations and best practice. This includes analysing complex information, managing issues such as consent, safeguarding and patient safety, and determining appropriate investigation approaches. You will lead triage decisions, prioritise workloads, and act as the main contact for complainants, ensuring a personcentred approach and effective expectation management. The role involves supervising staff, supporting performance and maintaining service delivery standards, including meeting timescales and quality requirements. You will work collaboratively with stakeholders to embed learning, improve services and support external processes, including Ombudsman and regulatory requests. The role requires resilience and professionalism when managing emotionally demanding situations and supporting staff in delivering highquality responses.
Person Specification
Qualifications and/ or experience Essential
Educated to degree level in a relevant subject or equivalent level of qualification or significant equivalent experience of working at a similar level in a specialist role. Further training or significant experience in managing complaints, demonstrating a high level of subject matter insight. Evidence of on-going training and development, e.g., project management or change management processes. Complaints Management or customer care qualification. Previous experience in similar role in public sector. Experienced and proficient in customer care, dealing with challenging and sensitive situations. Line management experience
Skills and abilities Essential
Excellent time management, flexible to changing priorities and able to work at pace. Understanding of and commitment to equality of opportunity and good working relationships. Being resilient in managing highly emotive situations with both staff and complainants, demonstrating empathy, sensitivity and the management of expectations. Evidence of delivery of equality and diversity improvements. Able to work autonomously. Commitment to and focus on quality, promoting high standards at all times. Consistently considers how their work can help and support clinicians and front-line staff deliver better outcomes for patients Adaptable, flexible and ability to cope with uncertainty and change. Attention to detail combined with the ability to extract key messages from complex analysis. Plans and prioritises workload. Plans and initiates complaint investigations Develop policies and procedures and proposes changes to improve Project Management skills. Provides complaint training to staff. Act autonomously in running parts of the service and supervising staff on a day-to-day basis. Ability to work without supervision. Able to work on own initiative, organising and prioritising own and others workloads to changing and often tight deadlines. Personal duty of care in relation to equipment and resources. Contribute to the financial delivery of the service ensuring it s cost effective and delivered on time.
Knowledge Essential
Knowledge of the NHS Complaints Regulations and organisational policies A good understanding of the health and social care environment and roles and responsibilities within it Workforce development knowledge and experience. Evidence of success in effective project and programme management Clear communicator with excellent report writing and presentation skills, capable of constructing and delivering clear ideas and concepts concisely and accurately for diverse audiences, in sometimes complex and difficult situations, requiring persuasion and influence.
Analytical and problem-solving skills Essential
Problem solving skills and ability to respond to sudden unexpected demands Attention to detail combined with the ability to extract key messages from complex analysis. Independent thinker with good judgement, problem solving and analytical skills. Ability to analyse and interpret information and evaluate issues and recommend appropriate course of action to address the situation Takes decisions on difficult and contentious issues where there may be a number of courses of action. Assess clinical and other information from complaint investigations to determine appropriate responses to make decisions on findings and make recommendations.
IT and digital literacy Essential
Working knowledge of Microsoft project and use of software to record and track data Good working knowledge of Microsoft Office package and software comparable to Datix. Skilled at using Datix and extracting reports. Able to use PC and mouse of a frequent basis
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Hampshire and Isle of Wight ICB (104)
Address Omega House
112 Southampton Road
Eastleigh
SO50 5PB
United Kingdom
Employer's website https://www.hantsiowhealthandcare.org.uk/icb (Opens in a new tab)