Complaints Administrator

Job summary

Working Full or Part time

Patient experience starts with the patient. Listening and designing services to meet the needs of our patients and their families. Are you passionate about ensuring our patients, their relatives and friends have outstanding experience of our care?

At Countess of Chester NHS Trust, we strive to deliver the highest standards of customer service and the Patient Advice and Liaison Service (PALS) is a key part of this. Responding to enquiries received via our drop-in service, email, telephone and online reviews, the team provide a recognised invaluable service to patients, relatives, and other stake-holders.

The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters.

They provide a point of contact for patients, their families and their carers.

As a PALS officer you will help to signpost and provide information, help resolve concerns or problems for service users, and to help to improve the NHS by listening to concerns and suggestions.

Previous applicants need not apply.

Main duties of the job

The Team requires the support of a Complaints and PALS Administrator to support the PALS team on a temporary basis. The post holder will be required to work 37.5 hours a week, Monday to Friday (excluding public holidays). The post holder will be required to work at the Countess of Chester site. Part time hours can be considered.

The ideal candidate will have a background of working in a patient experience or similar customer service or patient facing role. We are seeking someone with outstanding communication skills, who has the ability to prioritise, organise and respond in a timely manner to enquiries.

Patient focus is essential to the role, as is the ability to work on own initiative and shows a positive and proactive 'can-do' attitude, and is able to work independently or as part of a team.

Previous experience of using clinical systems 'Datix', would be a distinct advantage, but training will be provided to the successful candidate.

If you like to help people and make a difference, are a problem solver, have good negotiation and influencing skills, empathy, resilience and have a flexible approach, we would like to hear from you.

About us

The Countess of Chester Hospital NHS Foundation Trust provides services to West Cheshire and to Welsh patients covered by Betsi Cadwaladr University Health Board. The Trust works collaboratively within the wider Cheshire and Merseyside Health and Care Partnership. Its services are provided from three locations:

o The Countess of Chester Hospital: providing 438 general and acute beds.o Ellesmere Port Hospital: providing 56 beds as a rehabilitation, intermediate and outpatient facility.o Tarporley War Memorial Hospital: a base for community services which serve the local rural population.

The Trust employs over 6258 staff (headcount) which includes temporary bank staff and provides acute emergency and elective services, primary care direct access services and obstetric services to a population of approximately 407,000. This includes 357,000 residents in Chester and West Cheshire which includes Ellesmere Port and Neston as well as the Deeside area of Flintshire which has a population of approximately 50,000.

The Trust is a busy district general hospital and in 2022/2023, there were more than 503,342 patient attendances (inpatient, outpatient and diagnostic) ranging from a simple outpatient appointment to major cancer surgery. This is an increase of nearly 10,000 compared to the previous year when there were 494,387 patient attendances.