Complaints and Incidents Officer

About The Role This is a hybrid role, working 2 days a week in our office in Harlow.

Role Purpose: Are you passionate about improving patient safety and ensuring quality care? Join our team as a Complaints and Incident Officer, where you will manage investigations into patient complaints and safety incidents. Your work will help enhance patient outcomes and ensure compliance with relevant regulatory requirements.

Key Responsibilities:

• Investigations: Conduct thorough investigations into patient complaints and safety incidents, working closely with both internal and external stakeholders.
• Root Cause Analysis: Identify the root causes of incidents and complaints, and develop corrective and preventive actions.
• Continuous Improvement: Recommend and support initiatives that enhance patient safety and service quality.
• Stakeholder Collaboration: Work with colleagues and external partners to promote best practices in patient safety and incident management.
• Compliance: Ensure all investigations and actions align with relevant guidelines.

• Comfortable liaising with colleagues at all levels within the business

• Confident in challenging others within the business, including current processes

• Able to ask the right questions to investigate incidents

• Experience with root cause analysis techniques such as 5 whys or similar

• Experience with SEIPS framework or similar

This role would suit someone with previous experience with NHS Professionals, Patient Advisor Liaison Service (PALS), or similar.

This role offers a unique opportunity to make a meaningful impact on patient safety and quality care. You'll be part of a dynamic team committed to continuous improvement and learning, helping to shape a safer healthcare environment for all.