Duties and responsibilities: Manage complaints in conjunction with the Clinical Governance Manager, Hospital Director and Director of Clinical Services Use DCIQ to log, distribute and monitor complaints through the investigation and outcome process. Ensuring timescales and deadlines are followed as per the Spire Complaints policy. You will be expected to lead on the complaints process when being interviewed by the CQC or internal clinical reviews. Collaborative working with Heads of Departments to ensure actions agreed through complaints, patient satisfaction survey and any relevant committees are delivered within required timescales To Chair the Patient Experience Group meetings and monitor actions for delivery to drive improvement in response to patient feedback. To provide data and narrative reports, trend analysis and case studies for committee papers, newsletters and other required material. To attend and contribute to discussion at the Clinical Audit & Effectiveness Committee and Clinical Governance Committee. Triangulate incidents, complaints and risk and work collaboratively with the Clinical Governance Manager to monitor outcomes and examine opportunities to make improvements. Contribute to the quarterly governance report coordinated by the Clinical Governance Manager. To participate in the annual PLACE audit.