Excellent customer care is a critical activity within NHS organisations at preserving patient safety, experience and driving service improvements in all areas. Concerns and complaints handling can often be a highly emotive and difficult process for complainants. It is essential that the organisation is able to listen effectively when concerns are raised, and that the correct level of support is provided to ensure that patients and their families feel able to speak out. The role of the patient experience team is to ensure that the organisation answers concerns and feedback in a manner which is open, honest, transparent and clearly understood.
Inform all parties involved in the complaint investigation if the complainant continues through the Complaints process to the Parliamentary and Health Service Ombudsman. To notify the Senior Patient Experience Officers immediately upon receipt of a serious complaint whereby disciplinary action may need to be taken or litigation is contemplated. To produce reports from the In Phase system as and when requested. To undertake a range of clerical and administrative dutie

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