To be the first point of contact for patients and their representatives seeking information about the concern and complaint resolution process. To contact every complainant on receipt of a concern or complaint, preferably by telephone, to discuss the outcomes they are seeking from making a complaint and to ensure all issues are captured. To support patients and their representatives to negotiate immediate solutions or resolution of issues as speedily as possible. To assess the risk of the concern and ensure the immediate safety of the patient. Face to face discussion with patients/carers about their experience of care and service and if concerns are raised work with the team to resolve these where possible at source. Support the divisional team in responding to concerns and formal complaints for an identified division within the Trusts agreed time frame and to a high standard. To be responsible for the pathway of individual concerns and complaints from receipt to response letter sign off, completing data entry on Datix as required. To signpost enquirers to appropriate alternative sources of information and advice, such as leaflets, support groups, websites, clinicians or specialist nurses. To work closely with the Divisional Director of Nursing, Head of PALS & Complaints and the PALS & Complaints Managers to ensure that concerns and complaints are monitored and progressed within agreed time scales. Work collaboratively with colleagues across the Trust, especially the other PALS & Complaints Officers to support the process for the trust. To keep accurate records in line with the concerns and complaints policy and as required by the Trust. To ensure that the Datix database is kept up to date with the progress of each concern or complaint. To work within the Trusts complaint management policy/process. Be responsible for sending acknowledgement letters to complainants and ensuring they are kept up to date with the progress of their concern or complaint. Communicate complex and sensitive information to patients and their relatives. To escalate any issues in a timely way to the PALS & Complaints Managers. Assist in the development and circulation of trackers for the local concerns and complaints meetings. To support operational and clinical managers of the Trust when investigating concerns or complaints, eg obtaining medical records. To ensure compliance with information governance requirements including obtaining consent, maintaining confidentiality and appropriate information storage in line with Trust and national policy and legislation. Where appropriate draft closing letters for resolved concerns and complaints. Work to ensure all responses are proof read and signed off by the CEO in line with Trust policy. To monitor and evaluate learning from concerns and complaints both at an individual level and through the monitoring of themes and trends for the division.