Job summary
The Group Head of Complaints and PALs (Band 8B) will play a pivotal role in leading and managing the Complaints and Patient Advice and Liaison Service (PALS) teams across the hospital group. Based across sites at St George's Hospital and Epsom and St Helier Hospitals; and reporting to the Group Deputy Director of Nursing Developments. This role will ensure that all complaints and concerns raised by patients, families, and carers are handled efficiently, with a focus on delivering high-quality responses and driving service improvements. The postholder will provide senior leadership, develop policies, and oversee the complaints process in accordance with NHS regulations, ensuring that patient experience is prioritised across the group
Main duties of the job
Job Summary
The purpose of this post is to:
Play a key role in the formulation of strategic longer term plans to ensure that Group structure including processes in relation to complaints and PALS is embedded effectively
Provide senior leadership and management to the Complaints and PALS teams at Site and across the Group to ensure that they build positive working relationships with teams at Site and across the Group and outside of the organisation and to support the continuous improvement services.
Lead the development of policy in own area of specialism, contributing to the delivery of objectives.
Ensure that the work of the Complaints and PALS teams is responsive and of high quality
Management of the trust's complaints policy and procedure
Direct Line management of Band 7's and Band 6's (complaints coordinators)
About us
St George's, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey.Our sites include St George's Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).
After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.
Job description
Job responsibilities
Job Summary
Play a key role in the formulation of strategic longer term plans to ensure that Group structure including processes in relation to complaints and PALS is embedded effectively
Provide senior leadership and management to the Complaints and PALS teams at Site and across the Group to ensure that they build positive working relationships with teams at Site and across the Group and outside of the organisation and to support the continuous improvement services.
Lead the development of policy in own area of specialism, contributing to the delivery of objectives.
Ensure that the work of the Complaints and PALS teams is responsive and of high quality
Management of the trust's complaints policy and procedure
Direct Line management of Band 7s and Band 6s (complaints coordinators)
Job description
Job responsibilities
Job Summary
Play a key role in the formulation of strategic longer term plans to ensure that Group structure including processes in relation to complaints and PALS is embedded effectively
Provide senior leadership and management to the Complaints and PALS teams at Site and across the Group to ensure that they build positive working relationships with teams at Site and across the Group and outside of the organisation and to support the continuous improvement services.
Lead the development of policy in own area of specialism, contributing to the delivery of objectives.
Ensure that the work of the Complaints and PALS teams is responsive and of high quality
Management of the trust's complaints policy and procedure
Direct Line management of Band 7s and Band 6s (complaints coordinators)
Person Specification
leadership experience
Essential
- Experience as a senior leader within complaints
Experience
Essential
- Experience managing a senior team and evidence of pathway changes and improvements for patient and patient experience
Person Specification
leadership experience
Essential
- Experience as a senior leader within complaints
Experience
Essential
- Experience managing a senior team and evidence of pathway changes and improvements for patient and patient experience
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.
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).
Additional information
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.
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).
