Job Description

We are a busy and forward-thinking GP practice looking for an experienced and motivated Complaints and Patient Experience Officer.

This is a key role within our Non-Clinical Team, responsible for coordinating, investigating, and responding to patient complaints and concerns. You will act as a central point of contact for patients who wish to raise formal or informal feedback, ensuring all concerns are managed in line with NHS guidance and treated with compassion and professionalism.

Working closely with clinical and administrative teams, you will lead on the resolution of complaints, identify areas for improvement, and contribute to enhancing the overall patient experience.

About Us

Spring Hall Group Practice is a large and progressive GP practice serving a diverse patient population of approximately 29,000 patients. We are a dynamic and supportive team of GPs, nurses, allied health professionals, and administrative staff committed to delivering high-quality patient care in line with NHS and CQC standards.

The surgery operates an online, telephone, video and face to face appointments service.

Training practice for Registrars, Foundation Year 2, Medical Students, ACP (Advanced level Practitioners), Physician Associates, Independent Prescribers, Pharmacists and Nursing.

Spring Hall Group Practice is a member practice of NHS Calderdale ICB and is part of the Central Halifax Primary Care Network (PCN).

Main Duties of the Job

The Complaints and Patient Experience Officer will act as the main point of contact for patients and carers wishing to raise concerns or complaints. They will manage the end-to-end complaints process, including acknowledging, investigating, and drafting responses in line with NHS policy and local procedures. This involves liaising with clinical and administrative staff to gather accurate information and ensuring complaints are handled with empathy, confidentiality, and professionalism.

The role also supports the improvement of patient experience by identifying common themes in complaints and working with the wider practice team to implement service improvements. The postholder will contribute to the development of reports, maintain accurate records, and ensure timely responses are achieved. They may also support the analysis of feedback from surveys and informal concerns to help shape better care.

Strong communication skills and a compassionate approach are essential, as the role involves direct interaction with patients, some of whom may be distressed. The postholder will promote a culture of openness and learning, helping to ensure the practice continually improves the quality of care and the patient experience.

Key Responsibilities:

Act as the first point of contact for patient complaints, concerns, and feedback. Coordinate the complaints process from start to finish, including acknowledgements, investigation, and drafting of responses. Liaise with staff across departments to gather information and ensure a fair and balanced investigation. Draft high-quality, empathetic complaint responses on behalf of the practice. Identify themes and trends in patient feedback and contribute to service improvement initiatives. Maintain accurate complaint records in line with NHS and GDPR requirements. Support the Practice Manager and leadership team with reporting and compliance.

What We're Looking For:

Experience managing or assisting with patient complaints or customer service issues. Excellent written and verbal communication skills. Strong organisational skills and attention to detail. Ability to handle sensitive and confidential information appropriately. Proficiency in Microsoft Office and familiarity with patient record systems.

Desirable:

Experience in an NHS or primary care setting. Knowledge of NHS complaints procedures and Duty of Candour. Experience using systems such as SystmOne and Datix.

We Offer:

NHS pension Competitive salary Supportive team environment Opportunities for training and development
Any offers made will be subject to satisfactory references from two previous employers and a satisfactory enhanced DBS check.

Please provide a CV and covering letter to submit your application. Covering letter should provide details of your experience, knowledge and skills in relation to this post and why you feel you would be the right candidate for the position.

Job Types: Full-time, Permanent. We would consider part-time and flexible working options for the right candidate.

Salary: Negotiable, depending on experience and current salary.

If you would like to apply please send a copy of your CV and covering letter

Job Types: Full-time, Permanent

Pay: 26,000.00-30,000.00 per year

Benefits:

Company pension On-site parking Sick pay
Work Location: In person

Application deadline: 08/08/2025
Reference ID: CPEO2025