Patient Complaints Officer

Patient Complaints Officer

Contract Length: 3 months

Location: Drogheda

Core Responsibilities:

Point of Contact:

Act as the primary, compassionate contact for patients, families, and guardians wishing to raise feedback, compliments, queries, or complaints

Collaboration with Clinical Teams:

Work closely with multi-disciplinary teams (MDTs), clinicians, nursing leads, and management to gather incident reports and factual responses.

Investigation & Caseload Management: Manage individual complaints from initial contact to resolution, including logging issues on incident systems (e.g., DATIX), gathering evidence, and planning investigations in line with hospital or trust policy.

Reporting & Learning:

Analyse complaint trends, identify recurring service or safety issues, and present summaries to quality, risk, and governance committees to help improve patient care.

Key Skills:

Communication & Empathy:

Active listening and a calm, diplomatic demeanor when handling distressed or angry patients and relatives.

Regulatory Knowledge:

Understanding of healthcare quality standards, patient rights, and national complaints legislation

Writing & Analytical Skills: Strong report-writing abilities and attention to detail for tracking data and drafting formal letters.

Organization:

Ability to manage a high-pressure caseload while meeting strict response deadlines

Working Hours

· 5 days per week (Monday to Friday) On-site

· Shifts between 9:am and 5pm.

Should the role be of interest to you please apply in with your current CV

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