Band 5 Complaints and PALS Officer

Job summary

An exciting opportunity has arisen for an innovative, dynamic and highly motivated individual to join our established Complaints and PALS team within the wider Patient Advice and Customer Experience (PACE) team on a one-year secondment. During the secondment you will have the opportunity to work closely with our Patient Experience & Involvement team to help deliver our five year patient and carer strategy. The post holder will be proactively involved in the complaints and PALS service delivery, working within a team of dedicated staff. This exciting role of Complaints and PALS Officer will be key in developing and maintaining relationships with all users of Trust services. This role will provide the post holder with rewarding challenges on a day-to-day basis.We are looking for a person with experience working in either an acute hospital or an NHS setting who has a good understanding of the needs of our local diverse communities. Be compassionate, understanding and able to influence and achieve results through others whilst maintaining a positive attitude.A calm compassionate disposition is key to this role along with a keen eye for attention to detail. Experience in working with the NHS Complaints Regulations and procedures and PALS processes is required to work alongside other team members to support a positive patient experience.

Main duties of the job

To act as a Complaints and PALS Officer for the Trust, dealing with concerns raised formally or informally along with receiving compliments on behalf of patients, relatives, carers and members of the public. Evaluate and triage written correspondence, answering the telephone and maintaining the generic email inboxes. The role will also involve establishing work in the complaints and PALS office and being able to work both autonomously and as part of the team maintaining the professional standards expected.

The role will involve dealing with highly emotive situations and having the ability to diffuse them by resolving the issues raised by the contacts.

The post holder will be expected to be able to work autonomously in an effective and professional manner, managing their own caseload within agreed timescales.

About us

We provide care for the residents of three diverse London boroughs. Most of our 7,800 permanent staff live in Barking and Dagenham, Havering and Redbridge and the majority are from black, Asian and minority ethnic groups. We also provide healthcare services to people in south west Essex, and specialist neurosciences services to the whole of the county.

Our services include all the major specialties of large acute hospitals and we operate from two main sites - King George Hospital in Goodmayes and Queen's Hospital in Romford. We have two of the busiest emergency departments in London - more than 300,000 people visited our A&Es in 2023. We also provide outpatient services at Brentwood Community Hospital, Barking Community Hospital, Loxford Polyclinic, and Harold Wood Polyclinic.

We're pleased to be leading the way in reducing the time our patients wait to get the treatment they need. The Elective Surgical Hub at King George Hospital is one of eight to be accredited as part of a national scheme; the Care Quality Commission has raised the ratings forurgent and emergency careat Queen's and King George hospitals; anddata released by NHS Englandshowed that the Trust was the most improved in 2023 for reducing waits for emergency care.

We are particularly proud of our regional Neurosciences Centre; Radiotherapy Centre; Hyper Acute Stroke Unit; and dedicated breast care service at King George Hospital. We're also part of the North East London Cancer Alliance.

Employer details

Employer name

Barking, Havering and Redbridge University Hospitals NHS Trust

Address

Patients Advice and Liaison Service

Romford

RM7 0AG

Employer's website

https://www.bhrhospitals.nhs.uk/ (Opens in a new tab)

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Employer details

Employer name

Barking, Havering and Redbridge University Hospitals NHS Trust

Address

Patients Advice and Liaison Service

Romford

RM7 0AG

Employer's website

https://www.bhrhospitals.nhs.uk/ (Opens in a new tab)

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