Consumer Affairs Staff Officer

Support the effective management of service user comments, compliments, and complaints in line with HSE’s “Your Service, Your Say” policy and statutory requirements.

Ensure all complaints are handled promptly, fairly, and transparently.

Promote learning from complaints to drive service improvements.

Liaising with the Hospital Manager, Hospital Consultants, Hospital Insurers and Solicitors.

Support the management of FOI, Medico Legal, and Data Protection requests

Maintain compliance with relevant legislation and HSE policy.

Liaise with service users, families, staff, and external stakeholders.

Ensure confidentiality, empathy, and professionalism at all times.

Have supervisory responsibility for administrative staff within the department.

·Have working knowledge of HSE Incident Management Framework, Health Information and Quality Authority (HIQA) Standards, Data Protection Regulations, National Open Disclosure policy, Your Service Your Say (YSYS) Complaints Policy, and Freedom of Information (FOI) Act 2014.

Experience of working with multiple internal and external stakeholders, as relevant to the role.

Experience of dealing with patient and service user queries.