Complaints / Significant Events Officer job at Market Rasen Full Time

Market Rasen Surgery, Woodhall Spa New Surgery and Wragby Surgery require an experienced Complaints and Significant Events Officer, working 18 hours per week worked over 3 days. Must have previous experience of dealing with complaints within the NHS. Please email for an application form if interested.

Complaints Officer in a GP practice is responsible for managing patient complaints, concerns, and feedback in line with NHS regulations and the practice’s complaints procedure. The role helps ensure that patient concerns are handled fairly, efficiently, and confidentially while supporting service improvement.

Significant Events Officer to coordinate the identification, reporting, investigation, and review of significant events, patient safety incidents, and learning opportunities within the GP practice. The post holder supports clinical governance activities, promotes a culture of continuous improvement, and helps ensure that lessons learned are translated into safer and more effective patient care.

5. Main Duties – Complaints

To coordinate and manage the complaints process, ensuring that all complaints and concerns raised by patients, relatives, carers, or external stakeholders are investigated and resolved appropriately, in accordance with NHS complaints regulations and practice policies.

Key Responsibilities

Complaint Management

• Receive, acknowledge, and log complaints and concerns.
• Maintain accurate records of complaints and investigations.
• Ensure complaints are handled within required timescales.
• Coordinate investigations with GPs, practice managers, nurses, and administrative staff.
• Draft response letters on behalf of the practice.
• Keep complainants informed of progress and outcomes.

Main Duties Significant Events

• Receive and record reports of significant events, near misses, and patient safety incidents.
• Maintain a secure and accurate significant events register.
• Coordinate investigations and information gathering with clinical and administrative staff.
• Ensure incidents are reviewed in accordance with practice policies and NHS guidance.
• Monitor progress of investigations and follow-up actions.

Investigation and Analysis

• Support root cause analysis and significant event reviews.
• Collect evidence, statements, and relevant documentation.
• Prepare reports and summaries for discussion at significant event meetings.
• Identify contributing factors, risks, and opportunities for improvement.

Investigation and Resolution

• Gather relevant information, statements, and medical records where appropriate.
• Analyse complaint issues and identify contributing factors.
• Facilitate meetings between complainants and practice representatives when necessary.
• Support the development of action plans to address identified issues.

Compliance and Governance

• Ensure compliance with NHS complaints regulations, data protection requirements, and confidentiality standards.
• Monitor complaint-handling performance against practice and NHS standards.
• Produce reports and statistics on complaints trends.
• Escalate serious concerns or potential patient
• Safety issues appropriately.

Quality Improvement

• Identify recurring themes and areas for service improvement.
• Share lessons learned with staff.
• Support audits and quality improvement initiatives arising from complaints.

Patient Liaison

• Act as a point of contact for patients raising concerns.
• Provide information about the complaints
• process.
• Promote effective communication and patient satisfaction.

Communications and working relationships (internal and external)

Key Skills

• Excellent communication and interpersonal skills.
• Empathy and professionalism when dealing with sensitive situations.
• Ability to remain impartial and objective.
• Strong organisational and time-management skills.
• Attention to detail and accuracy.
• Ability to handle confidential information appropriately.
• Proficiency with Microsoft Office and clinical/administrative systems

Governance and Compliance

• Ensure significant event processes comply with relevant NHS, regulatory, and practice requirements.
• Support the practice’s clinical governance framework.
• Assist with risk management activities and patient safety initiatives.
• Maintain confidentiality and information governance standards throughout investigations.

Meeting Coordination

• Organise and coordinate Significant Event Analysis (SEA) meetings.
• Prepare agendas and supporting documentation.
• Record minutes, actions, and learning outcomes.
• Monitor completion of agreed actions and provide updates to practice leadership.

Learning and Quality Improvement

• Identify themes and trends from significant events.
• Share lessons learned with practice staff.
• Support the implementation of corrective and preventive actions.
• Assist with audits and quality improvement projects arising from significant events.
• Contribute to the development and review of practice policies and procedures.

Reporting

• Produce regular reports on significant events, incidents, and actions taken.
• Present data and trends to practice meetings and governance groups.
• Support reporting requirements for commissioners, regulators, or other relevant organisations where applicable.

Essential Qualifications and Experience

• GCSEs (or equivalent) including English and Mathematics.
• Experience in administration, customer service, patient services, or complaint handling.
• Knowledge of confidentiality and data protection principles.
• Strong written and verbal communication skills.
• Experience working within the NHS or healthcare setting.
• Experience of NHS complaints procedures and patient rights.

Desirable Qualifications and Experience

• Training in complaint investigation, mediation, or conflict resolution.

Job Type: Part-time

Pay: £16.40 per hour

Benefits:

• Company pension

Experience:

• Complaint handling: 2 years (required)

Work Location: In person