We are looking for a compassionate and experienced Patient Experience Officer to join NHS Hampshire and Isle of Wight ICB.
You will play a key operational role in delivering a high‑quality, patient‑centred complaints and experience service, managing complex cases from receipt to resolution in line with NHS standards and legislation.
You will also supervise a small team, support consistent case handling, and contribute to learning and service improvement. The role includes deputising for the Patient Experience Manager when required.
Manage a caseload of complaints, including complex and sensitive cases.
Lead complaint triage, assessment and investigation.
Work with complainants to agree resolution plans and provide clear, compassionate communication.
Ensure timely, high‑quality responses in line with policy and key performance indicators.
Supervise and support staff to deliver consistent case management. Build effective relationships with stakeholders to support resolution and learning and contribute to service improvement and learning.
NHS Hampshire and Isle of Wight ICB is committed to improving health outcomes and reducing inequalities across our population. We recognise that our workforce is central to achieving this and take a people‑focused approach that promotes staff engagement, health and wellbeing, flexible working, and access to learning and development opportunities within a supportive and collaborative system.
You will coordinate complaint handling processes, ensuring compliance with NHS Complaints Regulations and best practice. This includes analysing complex information, managing issues such as consent, safeguarding and patient safety, and determining appropriate investigation approaches.
You will lead triage decisions, prioritise workloads, and act as the main contact for complainants, ensuring a person‑centred approach and effective expectation management.
The role involves supervising staff, supporting performance and maintaining service delivery standards, including meeting timescales and quality requirements.
You will work collaboratively with stakeholders to embed learning, improve services and support external processes, including Ombudsman and regulatory requests.
The role requires resilience and professionalism when managing emotionally demanding situations and supporting staff in delivering high‑quality responses.
