Job summary

North East and North Cumbria Integrated Care Board is seeking a motivated, resilient and highly organised Complaints and Patient Experience Officer to join our Complaints and Patient Experience Team. This is a Band 6 role, working on a hybrid basis across ICB locations, supporting the effective management of complex complaints and patient experience contacts across the services we commission.

The ICB has a key role in ensuring high quality, safe and accessible health services for communities across the North East and North Cumbria. As part of this, the Complaints and Patient Experience Team helps ensure that concerns are managed sensitively, efficiently and in line with statutory requirements, while supporting learning and improvement across the system.

Please note this post is only accepting applications from current staff members of North of England Commissioning Support (NECS).

Main duties of the job

In this role, you will manage a caseload of complex complaints and patient experience contacts from receipt through to resolution. You will be a named contact for complainants, liaising with patients, families, carers, providers and colleagues to ensure issues are understood, investigated and responded to appropriately. You will secure detailed provider responses, prepare high quality written correspondence, maintain accurate records on SIRMS, and ensure cases are progressed within agreed timescales.

You will also support the Head of Complaints and Patient Experience with workflow management, case prioritisation, performance reporting and the identification of themes and trends. The role involves working with a wide range of internal and external stakeholders, including NHS providers, clinical colleagues, contracting teams, advocacy organisations, Healthwatch and the Parliamentary and Health Service Ombudsman where required.

About us

Our Integrated Care Board (ICB) is the largest in the country.

The ICB is responsible for ensuring that high quality and safe health services are accessible to all of our communities. It has a wide range of functions, including; promoting integration of health and care services, improving peoples health and well-being, reducing health inequalities.

With a £6.6 billion budget and a workforce of 170,000 people across the North East and North Cumbria. As well as strategic functions, ICB staff also work at place level with local health and wellbeing boards in each of our 14 local authority areas. These teams also work alongside our 67 primary care networks which are groups of local GP practices, social care teams and other community- based area providers.

The ICB works with our Provider Collaborative too, this includes the 11 NHS Foundation Trusts in the region, to deliver our shared priorities.