NHS Case Officer

About-time

I've seen this advertised a few times recently - initially thought it sounded like a decent opportunity but not sure whether it might really just be a glorified call centre job.


Has anybody ever had any experience of this job?

BorisThomson

A case officer can be different things in different areas of the NHS, you need to be more specific.

Is there anything wrong with being a call centre worker?

Manxman_in_exile

Do you have any health care or social care qualifications and experience? If not, perhaps not a job for you.


Doesn't the NHS Jobs website explain what these roles entail? I'm not sure, but I wouldn't have thought a "case officer" worked in a call centre.

About-time

The one I saw was with NHS England, and it is linked to (but not in) a customer service centre. The job description makes it sound like you'd be dealing with fairly in-depth complaints, but the fact that it's linked to a call centre makes me worry you'd mainly just be being screamed at by members of the public!


Nothing wrong with being a call centre worker at all - it's just something I wouldn't want to go back to. If the role was investigating in-depth complaints, that might be a good step up for me, but if it was mainly taking incoming phone calls, I'd consider it a step back. Just wondered if anybody on the board had done the job and could advise

pmduk

The ombudsman has been advertising for case officers recently to investigate complaints and prepare responses. NB Most NHS adverts link to job descriptions to give you an in-depth idea of what's involved.

Manxman_in_exile

In my experience of working in the NHS, complaints are made against individual NHS trusts, not against NHS England.


However, if NHS England get complaints made against them, (and I can't imagine they would be anything other than quite high level policy etc complaints) then I would have thought in depth investigation of such complaints would be quite "interesting" and "challenging", even if based in a customer service centre. I might even be interested myself. What salary or pay-band do they offer?


Do you have the required qualifications and experience?

Manxman_in_exile

Can you give a link to the jobs you've seen?


Having looked at NHS England site you need to narrow it down to a salary or AfC pay band,

About-time

The job I was looking at has now closed and I can't find a link to it. I've seen it advertised a few times in the last year or two.


It pays band 5, and as I understand it, it's not complaints about NHS England as such, it's complaints about doctors, dentists, hospitals etc etc that are then investigated by NHS England.


Of course there was a job description, which was very thorough and made it sound like you'd be taking statements, interviewing people, and putting together really quite complex and interesting responses to serious complaints, which is something I would enjoy. But the fact that it feeds into a call centre just made me worry that mainly it might just be being shouted at over the phone, with no real opportunity to make a difference or change anything.


Obviously I've read the job description, I was just wondering if anybody had actually ever done the job and could confirm whether it's more the former or the latter.