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Senior Case Officer - Internal Only

NHS AfC: Band 6

Main area
Customer Care and Complaints
NHS AfC: Band 6
Fixed term: 8 months (Maternity cover)
Full time - 37.5 hours per week
Job ref
Westmorland General Hospital
£31,365 - £37,890 per annum pro rata
Salary period
25/07/2021 23:59

''A great place to be cared for; a great place to work''

University Hospitals of Morecambe Bay has been nationally recognised as the UK’s most inclusive NHS organisation. As such we have a firm commitment to strengthening the diversity of our workforce, and therefore welcome and encourage applications from likeminded people who can support our ambition to become effortlessly inclusive. We are particularly keen to hear from protected groups – including BAME, LGBT+ and people with a disability.

Job overview

This is an opportunity to  experience life in the Patient Relations team which deals with complaints, concerns, enquiries and compliments received by the UHMBT.

The post is to cover maternity leave only, however the post holder will have a key role in dealing with complaints, ensuring the Trust is learning lessons and making improvements from complaints.  You will also be expected to provide training to staff in the care groups to ensure complaints are dealt with efficiently throughout the Trust. 

If you like people, variety and being busy this is the job for you!

The Patient Relations team is within the Corporate Care Group.

It's a very busy and friendly team of people who work tirelessly to deal with the Trust's complaints, concerns and queries.  The team has a great work ethic where colleagues support one another as the work is challenging, emotional, stressful but incredibly rewarding. 

Main duties of the job

Applications are invited for the post of Patient Relations Senior Case Officer. This offers an excellent opportunity to work in an exciting, modern and forward looking organisation.

If you are looking for your perfect job living in one of the safest and most beautiful parts of the country come and join us at University Hospitals of Morecambe Bay NHS Foundation Trust.

The Patient Relations Department serves as the intermediary between patients, their families and department heads for timely resolution of enquiries, concerns and complaints.

You must be able to handle concerns and complaints constructively, with sincerity, confidence, tact, courtesy and display cultural sensitivity toward hospital staff, patients and family members.

Reporting to the Patient Relations Manager, you will be responsible for providing operational support to the Patient Relations Manager in supporting patients, relatives and carers in the resolution of  complaints, concerns or requests for information.


Working for our organisation

We operate from three main hospitals-Furness General Hospital (FGH) in Barrow, the Royal Lancaster Infirmary (RLI), and Westmorland General Hospital (WGH) in Kendal, as well as a number of community healthcare premises including Millom Hospital and GP Practice, Queen Victoria Hospital in Morecambe, and Ulverston Community Health Centre. 

FGH and the RLI have a range of General Hospital services, with full Emergency Departments, Critical/Coronary Care units and various Consultant-led services. 

WGH provides a range of General Hospital services, together with an Urgent Treatment Centre, that can help with a range of non-life threatening conditions such as broken bones and minor illnesses. 

All three main hospitals provide a range of planned care including outpatients, diagnostics, therapies, day case and inpatient surgery. In addition, a range of local outreach services and diagnostics are provided from community facilities across Morecambe Bay. 

Detailed job description and main responsibilities

This post is only open to current employees of University Hospitals of Morecambe Bay and current employees of the Bay Health and Care Partners as below:

Morecambe Bay Clinical Commissioning Group

GP Providers Alliance

Lancashire County Council

Cumbria County Council

Lancashire Care Foundation Trust

North West Ambulance Service

Cumbria Partnership NHS Foundation Trust

If you are a current employee of any of the above organisations please mark your application as Internal

To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading.

You can also read more information about University Hospitals of Morecambe Bay visiting our website https://www.uhmb.nhs.uk/  

Person specification


Essential criteria
  • Educated to degree standard or equivalent professional qualification or relevant experience in health, customer service or advice setting
  • Evidence of continuing professional development involving investigation and communication training


Essential criteria
  • Working with the public in a health, customer service or advice setting
Desirable criteria
  • Previous post in public sector or NHS


Essential criteria
  • Educated to degree standard or equivalent professional qualification or relevant experience in health, customer service or advice setting
Disability Confident - two yearsNo smoking policyDisability confident employerInclusive Top 50 LogoArmed Forces Covenant (Silver Award)Stonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Morecambe Bay - Inclusive EmployerStep into health

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

Apply online now

Further details / informal visits contact

Janet Garnett
Job title
Patient Relations Manager
Email address
Telephone number
01539 716623