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Complaints Investigator

Job Introduction

Your World Healthcare is currently recruiting a Complaints Investigator based in Norwich on a temporary basis.

Job Description

Your World Healthcare is a leading specialist healthcare recruitment agency, placing a range of healthcare professionals including Non-Clinical and Clinical positions.

Complaints Investigator

Location: Can be virtual, main base though is Norwich

Parking: Not Specified

Job Type: Temporary

Duration of booking: Expected to be for 4 months and maybe longer

Proposed start date: ASAP

Sector: Healthcare

Base: Hospital

Band: 7

Pay Rates:

£19.00-£22.50 paye per hour

£20.00-£23.50 paye inclusive of holiday pay per hour

£21.00-£24.50 umbrella per hour

All of the rates are depending on skill and experience.

Working Days and Hours: Monday to Friday, 9.00am – 5.00pm

Hybrid Working: The post can be fulfilled by remote access to systems used by NSFT and so supports homeworking.


Skills/Qualifications needed

Complaints investigation skills (including interviewing skills, document checking skills, communication skills, enhanced report writing skills) Clinical Background in mental health. Our client NSFT are seeking individuals with a minimum of 6 months UK Complaints Investigatory experience within the last 2 years who are a qualified Registered Nurse, Occupational Therapist, Social Worker, or Psychologist.


This is a full-time working opportunity to support our Customer Service Team as they develop new ways of seeking feedback, early resolution and in strengthening learning across our Care Groups in Norfolk and Suffolk.

Placement Details
The impacts of the pandemic are that the Trust has a number of open complaints that require additional support in their investigation and response. The day to day work will be to investigate complaints providing a draft response to the concerns raised. The actions will include reviewing documentation checking against policy and best practice, liaising with complainants, interviewing staff and liaising with managers and the customer service team. The postholder will receive active support from the customer service team who will help coordinate their activity.


This role requires the person to investigate situations where service users and carers tell us that they are concerned and dissatisfied about the care and treatment they have received. The role seeks to explore experiences and look to address the issues identified seeking positive learning for future care.


The role will require;

  • An in-depth understanding of NHS complaint regulations and an understanding of Caldicott and Data Protection issues
  • Skills in sensitivity, impartiality, and ability to make decisions based on objective and appropriate information
  • Skills in analysing complex and sensitive information and decide the most appropriate course of action.
  • High quality communication and negotiation skills and experience in managing expectations
  • Experience in reviewing clinical documentation and liaising with clinicians at all levels in an organisation
  • Confidence in challenging poor practice and negotiation of effective resolution, including dealing with conflicting/distressing situations
  • Experience in identifying learning opportunities and formulating plans for improvement actions
  • An ability to manage a caseload of complaints, liaising with and co-ordinating with colleagues, investigating managers and others, to provide good quality responses



Do you have experience working as a complaints investigator in the NHS?

Do you have experience working as a complaints investigator in the healthcare sector?

Do you have experience working as a qualified Registered Nurse, Occupational Therapist, Social Worker, or Psychologist?

Are you looking for temporary work?

Do you meet the criteria above and available to start immediately?


We are an equal opportunities employer

To discuss this opportunity in more detail, contact the Non-Clinical Recruitment team at Your World Healthcare on 0207 220 0814.

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