Complaint & Incidents Coordinator

Job Purpose

The Complaints and Incidents Coordinator is responsible for the effective management, investigation, monitoring, and resolution of complaints, incidents, accidents, safeguarding concerns, and near misses across the organisation. The post holder will support the delivery of high-quality, safe, and compliant healthcare services by ensuring concerns are investigated thoroughly, lessons are learned, regulatory requirements are met, and continuous improvement is embedded throughout the organisation. 

The role acts as a central point of contact for complaints and incidents management, maintaining accurate records, coordinating investigations, supporting governance reporting, and ensuring timely communication with service users, families, commissioners, regulators, and other stakeholders where appropriate. 

Key Responsibilities

Complaints Management

• Receive, acknowledge, record, and manage complaints in accordance with organisational policy and regulatory requirements.
• Maintain the complaints register and ensure all records are accurate, complete, and up to date.
• Coordinate complaint investigations, gathering evidence, witness statements, care records, and supporting documentation.
• Liaise with managers, clinical teams, operational staff, service users, relatives, and external agencies during investigations.
• Produce written complaint responses within agreed timescales.
• Monitor complaint progress and ensure actions are completed and closed appropriately.
• Escalate serious concerns to senior management where necessary.
• Support Duty of Candour processes where applicable. 

Incident Management

• Act as the central coordinator for all reported incidents, accidents, near misses, medication errors, safeguarding concerns, and health and safety events.
• Ensure incidents are logged promptly and categorised according to risk and severity.
• Monitor investigations and action plans through to completion.
• Review incident documentation for completeness and accuracy.
• Support root cause analysis investigations and learning reviews.
• Track corrective and preventative actions and monitor completion rates.
• Ensure appropriate escalation pathways are followed. 

Safeguarding & Regulatory Compliance

• Support safeguarding investigations involving adults and children at risk.
• Assist with referrals to safeguarding authorities, regulatory bodies, and professional registration bodies where required.
• Monitor compliance with CQC, HIQA, Ofsted, RIDDOR, Local Authority, DBS, NMC, NMBI, and safeguarding reporting requirements as applicable.
• Maintain confidentiality and ensure compliance with GDPR and data protection legislation.
• Ensure all investigations meet organisational and legal requirements. 

Governance and Quality Improvement

• Produce weekly and monthly complaints and incidents reports.
• Analyse trends, themes, emerging risks, and lessons learned.
• Support clinical governance meetings and quality assurance forums.
• Maintain action trackers and monitor completion of governance actions.
• Contribute to quality improvement initiatives and service development.
• Support audits relating to incidents, complaints, safeguarding, and patient safety. 

This role is subject to an enhanced DBS check, satisfactory references, and compliance with organisational safeguarding requirements.