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Job overview

The main purpose of the role is to implement, monitor and develop the NHS Complaints Policy and to ensure that all complaints across North West London to are managed effectively, in line with requirements set down nationally.

Main duties of the job

The post holder would be expected to facilitate the concerns and complaints process for patients and the public. This includes regular contact with complainants, patients, and internal and external stakeholders to appropriately respond to concerns raised within agreed timescales and in line with the ICBs complaint process and national NHS Complaints Regulations. External communication may be by telephone, email and letter. As part of this process the post holder will also be responsible for input of data onto local databases and Excel spreadsheets, compilation of reports to show performance. In line with ICB Policy, Office attendance to MBR will be expected to collect and scan and print post. 

Working for our organisation

NHS North West London Integrated Care Board (NHS NWL ICB) is a statutory body responsible for planning and allocating health and care resources to improve the lives of people in eight boroughs across North West London: Brent, Ealing, Hammersmith and Fulham, Harrow, Hillingdon, Hounslow, Royal Borough of Kensington and Chelsea and Westminster.

The local population is large and diverse, with a wide range of health and care needs  that are evolving all the time. Working with our partners including Councils, NHS provider Trusts, GPs and voluntary and community organisations, we plan and allocate NHS resource to deliver a wide range of services including urgent and emergency care, mental health, primary care, elective hospital services and community care.

Working for us, you can help ensure that our residents and patients have access to the right services when they need them and assist them take greater care of their own health to ensure they live longer, healthier lives.

To do this we will:
improve outcomes in population health and healthcare

reduce inequalities in health outcomes, experience, and access

enhance productivity and better value for money

support broader social and economic development within our area.

We're proud of our staff and the contribution they make and are committed to developing their knowledge and skills in a supportive, inclusive, and values-led organisation.