Patient Complaints Officer
Contract Length: 3 months
Location: Drogheda
Core Responsibilities:
Point of Contact:
Act as the primary, compassionate contact for patients, families, and guardians wishing to raise feedback, compliments, queries, or complaints
Collaboration with Clinical Teams:
Work closely with multi-disciplinary teams (MDTs), clinicians, nursing leads, and management to gather incident reports and factual responses.
Investigation & Caseload Management: Manage individual complaints from initial contact to resolution, including logging issues on incident systems (e.g., DATIX), gathering evidence, and planning investigations in line with hospital or trust policy.
Reporting & Learning:
Analyse complaint trends, identify recurring service or safety issues, and present summaries to quality, risk, and governance committees to help improve patient care.
Key Skills:
Communication & Empathy:
Active listening and a calm, diplomatic demeanor when handling distressed or angry patients and relatives.
Regulatory Knowledge:
Understanding of healthcare quality standards, patient rights, and national complaints legislation
Writing & Analytical Skills: Strong report-writing abilities and attention to detail for tracking data and drafting formal letters.
Organization:
Ability to manage a high-pressure caseload while meeting strict response deadlines
Working Hours
5 days per week (Monday to Friday) On-site
Shifts between 9:am and 5pm.
Should the role be of interest to you please apply in with your current CV
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