Local Care Direct
Published
29/08/2025
Location
Lexicon House, Wilmington Grove, Barrack Street, LS7 2BQ
Category
Corporate
Job Type
Permanent
Department
Corporate
Job Location
Leeds
Salary
£14.25 per hour / £27, 787.50
Working pattern
Monday - Friday weekly 09:00 - 17:00 (includes half an hour lunch break)
Read before applying
Complaints-and-Quality-Officer-Job-Description-Feb-24.doc 680 kB

JOB SUMMARY

Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire.
We have a position available for a full time Complaints and Quality Officer working 37.5 hours per week from Lexicon House in Leeds.
The Complaints and Quality Officer will assist in ensuring that complaints management and incident reporting processes are efficient & effective.
Location: Local Care Direct, Lexicon House, Wilmington Grove, Barrack Street, Leeds, LS7 2BQ
Hours: 37.5 hours per week working Monday to Friday 09:00-17:00 (1/2 hour unpaid break)
Salary: £27,787.50 per annum / £14.25 per hour

ABOUT US

We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity. Every one of our values is essential, but our impact is greater when we use all of them together.
Our purpose is to care for people. Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners. Over the years, we have developed a broad range of services for patients across Yorkshire and the Humber including: a centralised contact centre, GP out of hours services, Urgent Treatment Centres, walk-in facilities, a dental assessment and booking service, as well as a number of bespoke services for our NHS clients.

MAIN DUTIES OF THE JOB

• Support the complaints manager in ensuring investigation techniques are timely & rigorous in identifying root causes & learning centred.
• Provide administrative assistance & support to Clinical Governance Team.
• Logging & managing of all documentation relating to complaints / incidents.
• Managing minor to moderate complaints.
• Collating & reviewing investigation pro-formas and composing responses to operational complaints within agreed timeframes.
• Follow-up actions taken on recommendations.
• Co-ordinating correspondence to the complainant, ensuring quality & consistency in all correspondence.
• Assist in Producing complaint & incident reports
• Assist in the analysis for trends or recurrent themes providing recommendations & actions where appropriate.
• Liaise with PALS, Advocay Services, Professional Bodies, NHS England, NHS111, Ombudsman & provide information when required.
• Ensure appropriate consent is received before sharing any information.
• Storing & ensuring restricted access to all complaints documentation.
• Work closely with & support the HR Department where a complaint/incident involves a employee.
• Assisting the Complaints & Quality Manager in the collating of evidence and investigations of all Patient Safety Incident Investigations.
• Maintain & update own knowledge of developments in Data Protection Issues, Information Management & Records Management Systems.
• Be a resource to DPO by providing basic admin support.
• To undertake audits.

JOB RESPONSIBILITIES

Job Title: Complaints and Quality Officer
Team: Clinical Governance and Quality Team
Base Location: Lexicon House, Leeds
Line Manager: Complaints and Quality Manager
Hours of Work: 37.5 hours per week
Staff Group: Corporate
DBS Check Level Required: Basic Check

JOB PURPOSE:

To assist the Complaints and Quality Manager in ensuring that complaints management and incident reporting processes are efficient and effective.

KEY RESPONSIBILITIES

• Support the complaints manager in ensuring investigation techniques are timely and rigorous in identifying root causes and learning centred.
• Provide an administrative assistance and support to Clinical Governance Team.
• Logging and managing of all documentation relating to complaints and incidents both written and verbal.
• Managing minor to moderate complaints.
• Collating and reviewing investigation pro-formas and composing responses to operational complaints within agreed timeframes.
• Follow-up actions taken on recommendations.
• Co-ordinating correspondence to the complainant and ensuring quality and consistency in all correspondence.
• Assist in Producing complaint and incident reports and assist in the analysis for trends or recurrent themes providing recommendations and actions where appropriate.
• Liaise with PALS, Advocay Services, Professional Bodies, NHS England, NHS111, Ombudsman and provide information when required.
• Ensure appropriate consent is received before sharing any information regarding complaints and or incidents.
• Storing and ensuring restricted access to all complaints documentation.
• Work closely with and support Local Care Direct HR Department where a complaint/incident involves a Local Care Direct employee.
• Assisting the Complaints and Quality Manager in the collating of evidence and investigations of all Patient Safety Incident Investigations.
• Maintain and update own knowledge of developments in Data Protection Issues, Information Management and Records Management Systems.
• Be a resource to DPO by providing basic admin support on the Data Protection Act and related Issues.
• Support for the Director of Clinical Governance, Assistant Director of Clinical Governance, Clinical Governance and Quality Lead/Patient Safety Specialist, Complaints and Quality Manager as required.
• To undertake scheduled and ad hoc audits when required.

ADDITIONAL DUTIES IN THE QUALITY TEAM

• Providing feedback on Incidents to relevant parties.
• Logging and recording Complaints and Incidents in DATIX.
• Collating complaints and incident data, ensuring that all complaints and incidents are collated in a manner that allows analysis to identify patterns and trends.
• Dealing with requests for access to medical records, Logging on Datix, obtaining correct consent and providing the correct records to the requesters.
• Support with the Patient Safety Framework/uploading of incidents to LFPSE.
• All general administration duties commensurate with role.