PALS and Complaints Co-Ordinator

Job description

Job responsibilities

Complete the administrative functions of Level 1 complaints from receipt to closure, reporting any delays or quality queries to the Concerns & Complaints Manager.

Provide comprehensive administrative support service to the PALS and Complaints Team so that patient feedback via PALS and complaints.

Act as a source of advice, information and signposting to patients, relatives and carers, in respect of the complaints process, using tact and sensitivity as required.

To liaise with divisional colleagues and complaints officers to arrange and provide admin support for complaint local resolution meetings/ and other meetings as required.

Help and support the case handlers with administrative support and requests from the Parliamentary Health Ombudsman Service (PHSO), such as requesting and photocopying of medical records, collating complaints files for sharing.

Help support Complaints Officers to ensure that information is provided in a timely manner and that PHSO deadlines are met.

Help with the ordering of stock and office stationery.

Help check the post on a daily basis, send letters by recorded delivery when required.

Implement clear and concise communication techniques, ensuring a patient-centred approach in all interactions.

Checking voicemails and answering telephone calls in a clear and professional manner

Facilitate transparent communication between patients, families, and healthcare staff, fostering an environment of trust and openness

Ensure that patients, their relatives, and carers have access to information about the complaints process and PALS and signposting where appropriate.

To accurately update the records/contacts in relation to telephone calls and meetings with service users, carers and the public on the Ulysses Risk Management System.

Support the Complaints and PALS team to help provide a positive patient experience.

Advocate on behalf of patients and families within the trust to ensure their concerns are appropriately addressed.

Help support the Concerns and Complaints manager by booking of rooms and provide admin support around Trust training programmes for staff.

Participate in the development and improvement of delivery of training sessions for staff based on feedback received.

Plan and organise Trust events in conjunction with the PALS and Complaints Team.

Help collate and support data collection in relation to complainant surveys and feedback to support improvement.

Handle contentious and delicate information, which may relate to numerous divisions and services and where there may be communication issues.

Support the PALS and complaints teams in administrative functions around continuous process improvement.

Assist in supporting the Concerns and Complaints manager in administrative functions around streamlining PALS and Complaints processes to remove duplication and reduce waste.

EEnsure that complaints and compliments are recorded accurately onto the Ulysses Risk Management System.

Person Specification

Qualifications and Training

Essential

• NVQ level 4 or equivalent experience
• oGCSE (or equivalent qualification ) at grade C or equivalent or above in English

Desirable

• A-level English
• European Computer Driving License (ECDL) or equivalent
• Training/certifications in customer service/patient advocacy

Experience

Essential

• Experience of working within the NHS or in a similar customer facing environment
• Significant Administrative experience
• Experience of handling distressing situations
• Experience of handling distressing situations
• Experience of working with all levels of staff
• Experience of providing support and information to patients or the public

Desirable

• Experience of working within a PALS, complaints or customer service role

Knowledge and Skills

Essential

• Excellent English written and verbal skills
• Excellent communication skills, both verbal and written, with and empathetic and person-centred approach
• Ability to analyse problems and identify solutions
• Excellent organisational skills with the ability to manage and prioritise multiple tasks
• Experience of using Microsoft Word, Powerpoint and Excel
• Ability to analyse problems and identify solutions

Desirable

• Knowledge of PALS and complaints procedures

Personal Qualities

Essential

• Compassionate and person-focused with a genuine commitment to improving the patient/carer experience
• Ability to deal with upset or distressed people
• Ability to stay calm in difficult situations
• Excellent organisational skills
• Excellent organisational skills
• Ability to work collaboratively with clinical teams and other stakeholders
• Proactive and adaptable to changing situations
• Ability to stay calm in difficult situations
• Ability to work autonomously and in a team
• Attention to detail

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Lewisham and Greenwich NHS Trust

Address

Queen Elizabeth Hospital, Lewisham and Greenwich NHS Trust

Stadium Road

London

SE18 4QH

Employer's website

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