Acts as an impartial advocate with people receiving services and their representatives to resolve concerns and make positive improvements for people receiving care using a range of complaint resolution techniques including early resolution, conciliation, and investigation. Supports the complaints handling function of the American Hospital Dubai. Acts as a focal point for patient experience, involvement, and complaints management. Ensures focus on delivering a person-centred approach to resolving complaints, concerns and enquiries from patients and carers, promoting patient involvement and using all patient and carer/ family feedback to improve practice, processes, and experience. Acts as the head of formal complaints management, including the administration of the complaint’s module on Datix, follows and guides staff on the complaints process, undertakes complaint investigations, drafts complaint responses, and follows up on learning and improvements. Leads on patient experience and involvement. Encourages patient voice and coordinates diverse patient feedback and engagement through various methods including surveying tools. Analyzes data and identifies themes will empower staff to interact with the data to facilitate continual quality improvement. Collects data from both complaints and patient feedback channels will contribute to and triangulate with overall governance data. Ensures these elements are essential to the safety and quality of the organization so this role is pivotal in ensuring high standards, responsiveness, learning and improvement.