Complaints and PALS Manager

Surrey and Sussex Healthcare NHS Trust

The closing date is 22 September 2024

Job summary

This is an exciting opportunity to join Surrey and Sussex Healthcare NHS Trust as our Complaints and PALS Manager. The successful post holder will lead and manage an efficient, professional and comprehensive Complaints and Patient Advice and Liaison Service (PALS) for the Trust. You will play a major role in improvement in the quality of complaint responses and managing a portfolio of PHSO and complex/reopened complaint cases.

You will work with the team setting standards and continuously drive improvements for patients and complainants across the Trust.

Working independently, the successful candidate will also use their experience to lead and directly manage the PALS Team, while setting the long-term strategic vision and direction for the Complaints and PALS services in accordance with the NHS Complaints Standards Framework.

Main duties of the job

For further information, please see the attached trust job description and person specification for a full list of duties and responsibilities.

About us

We provide emergency and non-emergency services to the residents of East Surrey, North-East West Sussex, and South Croydon, including the major towns of Crawley, Horsham, Reigate and Redhill; a community of over 535,000 people. We provide acute and complex services and a range of outpatient, diagnostic services whilst Crawley Hospital and Horsham in West Sussex and Caterham Dene Hospital and Oxted Health Centre in Surrey provide less complex planned services. In 2019 the Care Quality Commission (CQC) rated our services as 'Outstanding' and we are one of the best performing Trusts in England:o Winners of Health Service Journal Acute Trust of the year award 2021.o National Patient Safety Awards winner and strive to be a beacon for safety in all that we do.o We are rated the sixth highest trust in the South East and in the top 25% nationally for staff recommending the Trust as a place to work or receive treatment.

Date posted

06 September 2024

Pay scheme

Agenda for change

Band

Band 8a

Salary

£50,952 to £57,349 a year per annum plus high cost allowance

Contract

Permanent

Working pattern

Full-time

Reference number

326-6623247-AW

Job locations

East Surrey Hospital

Canada Avenue

Redhill

RH1 5RH

Job description

Job responsibilities

Once you understand the requirements outlined in the advert, please ensure your application clearly reflects where you match them including any examples you would like to highlight.

Job description

Job responsibilities

Once you understand the requirements outlined in the advert, please ensure your application clearly reflects where you match them including any examples you would like to highlight.

Person Specification

Criteria

Essential

Evidence of a good standard of written English appropriate to the role
A complete and accurate application
Suitability for role evidenced in supporting statement
Evidence of essential experience for role
Meet the essential education/qualifications required for the role
Hold the necessary mandatory professional/clinical registration
Evidence of the Trust values and behaviours
Evidence of any other essential criteria outlined in the person specification

Person Specification

Criteria

Essential

Evidence of a good standard of written English appropriate to the role
A complete and accurate application
Suitability for role evidenced in supporting statement
Evidence of essential experience for role
Meet the essential education/qualifications required for the role
Hold the necessary mandatory professional/clinical registration
Evidence of the Trust values and behaviours
Evidence of any other essential criteria outlined in the person specification

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.