Concerns Support Officer
Job summary
The Band 5 Concerns Support Officer is a key patient-facing role within the Patient Care and Safety Directorate, supporting the effective management of concerns and complaints across Cwm Taf Morgannwg University Health Board.
The postholder provides advice and support to patients, carers and representatives, manages concerns from receipt to resolution, and works closely with clinical teams, managers, advocacy services and partner organisations to achieve timely outcomes.
Key responsibilities include triaging concerns, supporting investigations, arranging and recording meetings, communicating outcomes, maintaining accurate records, analysing trends and producing reports. The role also contributes to governance, service improvement and patient experience through training and awareness activities.
The successful candidate will demonstrate excellent communication, organisational and analytical skills, a compassionate and person-centred approach, and an understanding of the NHS, partner agencies and the NHS Wales Listening to People Policy.
Main duties of the job
Provide compassionate support to patients, relatives and representatives raising concerns or complaints, offering advice, guidance and signposting to relevant services. Manage a caseload of concerns from receipt to resolution, including triage, investigation support, coordination of meetings and communication of outcomes. Work closely with clinicians, managers and service teams to ensure concerns are addressed promptly and effectively.
Record, maintain and analyse concerns data using systems such as Datix, Myrddin and the Welsh Clinical Portal, ensuring compliance with data protection requirements. Identify themes, trends and learning from patient feedback, producing reports, audits and reviews to support governance, patient safety and service improvement.
Deliver training and advice on concerns management, work collaboratively with advocacy and partner organisations, and represent the Concerns Team at internal and external meetings. Work independently, manage competing priorities and exercise sound professional judgement when dealing with sensitive, complex and emotionally challenging situations, contributing to the effective operation of the Concerns Team.
About us
Cwm Taf Morgannwg (CTM) University Health Board, part of NHS Wales, serves a large population across a diverse and beautiful region, steeped in history and heritage. With nearly 13,500 staff, our health board is one of Wales's largest employers. Together, we are Team CTM; a workforce dedicated to offering excellent patient care and support to the 450,000 people across our three regions, Bridgend, Merthyr Tydfil, and Rhondda Cynon Taf.
We operate three District General hospitals, several community hospitals, primary and community care facilities. CTM's location offers the best of South Wales, just 20 minutes from Cardiff's vibrant city life, the natural beauty of the Brecon Beacons, and the serene coastline at Ogmore. Whether you enjoy lively urban amenities, peaceful countryside, or seaside escapes, our location makes an ideal setting for both work and personal life.
Our CTM 2030 Strategy--Our Health, Our Future--focuses on uniting our region around shared health and wellbeing goals. Our values guide us daily: o We listen, learn, and improve o We treat everyone with respect o We work together as one team CTM employees enjoy benefits including; a leading pension, generous leave, flexible work, career growth, and access to ongoing learning and development.
At CTM, you'll find a welcoming, team-oriented workplace that values diversity and compassion, where you can take pride in your work and the difference it makes.
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the
