Patient Support and Complaints Team (PSCT) manager

Job summary

We're looking for a motivated and organised individual to join our Patient Experience Team, playing a key role in ensuring that patient support enquiries and complaints are handled with care, fairness, and within agreed timescales.

In this role, you'll oversee the investigation and coordination of Patient Support and Complaint Team (PSCT) enquiries, working closely with colleagues across the Trust to ensure high-quality, timely responses for patients, families, and carers. You'll support a proactive approach to managing concerns, helping to ensure that learning from feedback, complaints, and trend analysis is shared effectively with Clinical Divisions to drive improvement at specialty, divisional, and Trust-wide levels.

You'll also provide guidance and support to senior ward and department staff, enabling them to carry out thorough investigations and provide clear, compassionate responses on behalf of the Trust. Alongside this, you'll oversee the day-to-day operational running of the service, ensuring concerns and complaints are accurately recorded on Datix and that the service operates smoothly and efficiently.

This is a rewarding opportunity to make a real difference to patient experience, influence positive change, and support a culture of learning and continuous improvement across the organisation.

Main duties of the job

Managing concerns and complaints

To be a subject matter expert on managing concerns/complaints, providing support, advice and guidance in the early resolution of concerns.

Ensure that enquiries, concerns and complaints raised by patients, their families/ carers are dealt with appropriately and effectively and in line with Trust policies and procedures. Ensure that concerns are addressed at the right level. This will include escalating where appropriate.

Ensure PSCT contacts are acknowledged triaged, allocated and managed in accordance with the Trusts Complaints and Concerns policy and that key performance indicators for the service are met.

Provide day to day responsibility for the PSCT Officers and assist in managing their work ensuring the investigation of concerns and writing of responses are within prescribed timescales and meet a high standard in compliance with NHS Complaints Legislation (2009).

Assist clinical managers, clinical and non-clinical staff to manage concerns by providing specialist advice to staff when dealing with difficult, complex, challenging and often upsetting enquires. Be actively involved in achieving resolution.

About us

We are proud to be part of BSW Hospitals Group - a formal partnership between the Royal United Hospitals Bath NHS Foundation Trust, Great Western Hospitals NHS Foundation Trust and Salisbury NHS Foundation Trust. With a combined workforce of over 17, 600 colleagues, and budget of 1.6 billion the Group is united by a common purpose to deliver the best possible care to over 1 million people.

We are creating a health and care system that works with the people we care for, reducing the differences people currently face in access, experience and outcomes, improving the experience of our colleagues and tackling shared challenges like sustainability and finances. Every improvement we make across our Group will be guided by what creates the greatest benefit for our colleagues, our patients, our communities and our partners.

By working together, we make a real difference for our patients, each other, and our community. Every role matters in delivering the exceptional, person-centred care we're proud of.

We're committed to a compassionate, inclusive culture where kindness is championed, differences are valued, and diversity makes us stronger.

We want to support you to thrive, taking your career to its full potential. We prioritise staff wellbeing - and yes, we even have a pool!

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