Patient Experience and Complaints Support Officer

Role overview

Calderdale and Huddersfield NHS Foundation Trust is seeking a Patient Experience and Complaints Support Officer to help strengthen patient-centred care. In this role, you will look into concerns raised by patients, support relatives and carers, and work with clinical teams to convert feedback into practical service improvements.

The Trust operates across hospital and community services for people in Calderdale and Kirklees. It is recognised as a Good organisation by the Care Quality Commission, performs strongly in elective recovery, emergency care and cancer care, and is also regarded as a national digital leader across local and regional care systems.

The organisation places people at the centre of its work through its One Culture of Care approach, with a focus on mutual support, compassion and collaboration so staff can deliver excellent care for patients.

What the role involves

• Review patient concerns and complaints thoroughly, while ensuring patients' families and carers feel listened to and supported.
• Partner with clinicians and managers to turn patient feedback into improvements across services.
• Connect complaint themes with incidents so that learning leads to real change.
• Handle all communication in a respectful, sensitive and fully confidential manner.
• Work across divisions in a cooperative and supportive environment.

What the Trust is looking for

The ideal candidate will bring strong written and spoken communication skills, confident problem-solving ability and a proactive mindset. You should be able to work sensitively with difficult issues, support a collaborative culture and help make sure patient voices influence how services develop.

Additional information

For an informal conversation or further details, please contact Helen Marsh, Quality and Safety Lead, at helen.marsh@cht.nhs.uk or by phone on 01422 223523.