Job summary
The PALS and Complaints Department at NCA is looking for enthusiastic, committed people to join their team.
You will be part of a team managing PALS concerns across the 4 Care Organisations within the NCA. You will need excellent communication (verbal and written), organisation and time management skills, alongside a proactive approach to develop and improve the service.
The team is hardworking and the department is very busy with ever changing priorities. The department has a teamwork ethic, supporting each other to ensure the best service to our patients and their carers.
Main duties of the job
To act as a point of contact for people wishing to complain, raise concerns or give compliments about the NHS Services they have received. To log contacts/enquiries on the Trust's PALS and Complaints database (Datix). Post holder must be able to work with minimal supervision and use considerable initiative and empathy to respond to enquirers in a timely and professional manner. To ensure all concerns/enquiries/ compliments are handled as locally as possible, escalating when appropriate in line with the Trust's PALS and Complaints Handling Policy
About us
The Northern Care Alliance (NCA) is one of the largest NHS organisations in the country. Launched in April 2017, the NCA serves over one million people across Greater Manchester and employs over 19,000 healthcare professionals across Bury, Rochdale, Salford and Oldham. The sheer size, scale and potential of our combined service is huge. At the NCA, we can offer groupwide, flexible multi-site opportunities, as part of our connected, integrated and engaged team. We believe in saving and improving lives and are passionate about driving forward significant improvements to the provision of safe, high-quality integrated health and social care to our local community. If you share our vision, take your place with us.
Job description
Job responsibilities
To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk
Job description
Job responsibilities
To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk
Person Specification
Qualifications
Essential
- Degree or equivalent qualification or relevant experience
Knowledge and skills
Essential
- Knowledge of the PALS role and what it does
- AN understanding of the complaints process and NHS guidance
- High standard of English and an ability to convey information accurately, succinctly and in a sensitive manner, in both communication and writing
Desirable
- Using Datix or another similar system
Experience
Essential
- Experience of working in PALS or a customer care environment
- Experience of working with staff at all levels
Desirable
- Previous NHS experience
- Training staff
- Presentation of data verbally and written
Person Specification
Qualifications
Essential
- Degree or equivalent qualification or relevant experience
Knowledge and skills
Essential
- Knowledge of the PALS role and what it does
- AN understanding of the complaints process and NHS guidance
- High standard of English and an ability to convey information accurately, succinctly and in a sensitive manner, in both communication and writing
Desirable
- Using Datix or another similar system
Experience
Essential
- Experience of working in PALS or a customer care environment
- Experience of working with staff at all levels
Desirable
- Previous NHS experience
- Training staff
- Presentation of data verbally and written
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).