Job summary
**This position is open to staff working at the Trust in the 'ECT Family' this includes currentEast Cheshire NHS Trust employees,both NHSP and ECT bank staff, ISS staff and volunteers at the Trust. Unfortunately, we cannot accept applications from applicants not listed within these groups.**
A rare opportunity has arisen for a Complaints and PALS Officer at Macclesfield District General Hospital.
The role of the Complaints & PALS officer is to manage a caseload of both Formal complaints and PALS concerns ensuring their complaint is investigated and responded to appropriately and within a set time frame. The role will involve arranging and chairing Local Resolution meetings and visiting wards and departments as part of a PALS Outreach service to speak to a variety of service users about their experience.
You will be able to think on your feet be comfortable dealing with people who may be upset or angry and successfully be able to de-escalate where appropriate. You must be a calm individual who is kind and caring and has a positive attitude to helping people and influencing improvement and good practice within the Trust.
Hours per week: 37.5
Please be advised we are unable to provide Skilled Worker Visa Sponsorship to non-UK residents.
Main duties of the job
The role is a very important one, assisting patients and their families when they feel something has gone wrong or has caused them dissatisfaction.
You will investigate their complaint or concerns by adopting the NHS England Complaints Procedure and look at how the Trust can use patient feedback to change and improve the service provided.
The successful applicant will have excellent communication skills and possess proficient IT skills including Word, Office, Excel and NHS digital systems such as Datix. You will be required to assist in the production of reports each month for the Complaints and PALS Service. You will have formal letter-writing skills and have an excellent command of punctuation and grammar.
The role involves regular and frequent contact with patients and their families or carers and will involve listening, supporting and advising how you can assist them.
You will speak to Service Users, Trust Staff and the Public on the telephone, via email and face-to-face.
About us
It is all about the people at East Cheshire NHS Trust. We have a real sense of community, and our values are truly embedded into everything we do, ensuring we are a great and inclusive place to work. You will be supported, developed and empowered throughout your career with us. Come and join us, where you can play your part in helping us deliver outstanding care and improving the health of all the people we serve.
Please be aware that this post requires a Standard Disclosure and Barring Service (DBS) check, the cost of which is payable by the successful candidate. If you have lived or worked abroad for 6 months or more in the last 5 years you will need to obtain an overseas police clearance. Further information can be found on the additional information links at the bottom of the advert.
Job description
Job responsibilities
Please read the attached Applicant Pack prior to completing your application form to find out more information.
Please download a copy of the Job Description and Person Specification located under the Supporting documents heading to read more about the advertised role.
As part of making your application we encourage you to review the Trusts Careers webpage www.careersateastcheshire.nhs.uk for more information about working for East Cheshire NHS Trust.
We are an equal opportunities employer and welcome all applications irrespective of age, disability, gender, sexual orientation, race or religion. The Trust is a Disability Confident Leader and as such, applicants with disabilities will be offered an interview providing they meet the minimum criteria for the post (outlined in the Person Specification).
Applicants are advised to apply early as we reserve the right to close the advert prior to the advertised closing date should we receive a large number of applications.
We look forward to receiving your application.
Job description
Job responsibilities
Please read the attached Applicant Pack prior to completing your application form to find out more information.
Please download a copy of the Job Description and Person Specification located under the Supporting documents heading to read more about the advertised role.
As part of making your application we encourage you to review the Trusts Careers webpage www.careersateastcheshire.nhs.uk for more information about working for East Cheshire NHS Trust.
We are an equal opportunities employer and welcome all applications irrespective of age, disability, gender, sexual orientation, race or religion. The Trust is a Disability Confident Leader and as such, applicants with disabilities will be offered an interview providing they meet the minimum criteria for the post (outlined in the Person Specification).
Applicants are advised to apply early as we reserve the right to close the advert prior to the advertised closing date should we receive a large number of applications.
We look forward to receiving your application.
Person Specification
Qualifications
Essential
- Minimum 5 GCSE grades (A-C or equivalent) Must have English GCSE
Desirable
- A level English
- Degree Level Qualification
- Counselling experience
- Health Care qualification
Knowledge and Expertise
Essential
- Excellent Excel, word and keyboard skills essential for report and letter writing. Must be independent in the use of Information Technology
- Knowledge of the NHS Complaints Procedure and PALS service.
- Knowledge of the Trust's values and behaviours.
- Demonstrates commitment to own personal development.
- Ability to prioritise tasks.
- Previous experience in dealing with complaints and challenging people and situations.
- Experience of working in a team environment, ability to advise, support and encourage Team colleagues.
- Experience in multi-agency working.
- Previous NHS experience
Other Role Requirements
Essential
- Please refer to the Job Description and Person Specification for further details
Person Specification
Qualifications
Essential
- Minimum 5 GCSE grades (A-C or equivalent) Must have English GCSE
Desirable
- A level English
- Degree Level Qualification
- Counselling experience
- Health Care qualification
Knowledge and Expertise
Essential
- Excellent Excel, word and keyboard skills essential for report and letter writing. Must be independent in the use of Information Technology
- Knowledge of the NHS Complaints Procedure and PALS service.
- Knowledge of the Trust's values and behaviours.
- Demonstrates commitment to own personal development.
- Ability to prioritise tasks.
- Previous experience in dealing with complaints and challenging people and situations.
- Experience of working in a team environment, ability to advise, support and encourage Team colleagues.
- Experience in multi-agency working.
- Previous NHS experience
Other Role Requirements
Essential
- Please refer to the Job Description and Person Specification for further details
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).
