Complaints Resolutions Officer (PALS officer)

Job summary

This is a very exciting development opportunity for a dedicated, enthusiastic individual to join our supportive, dynamic, forward-thinking, and collaborative Quality and Governance team.

Main duties of the job

The Complaints Resolutions (PALS) Officer will play a key role in managing patient and public feedback on services provided by the Trust.

This is a developmental role (under annex 21), and will support the Trust in the efficient and equitable investigation, and the processing of concerns and complaints within the Warrington and Halton Hospitals NHS Foundation Trust, in accordance with the NHS Complaints Regulations (2009).

About us

Known locally known as 'WHH' - the Trust is a fast-paced, ambitious organisation that is caring, compassionate, innovative and focused on the best outcomes for its patients and the employment experience of its staff. It is both aspirational and inspirational - driven to be outstanding for its patients, its staff and its communities and committed to being the best place to receive healthcare, work and learn.

Straddling two neighbouring boroughs of Warrington and Halton it is part of the Cheshire and Merseyside Integrated Care system. It is geographically ideally positioned to meet the growing healthcare needs of the 330,000 population of both boroughs and beyond. A dedicated planned care centre located at Halton Hospital in Runcorn enables elective procedures to continue uninterrupted by the patient flow challenges of the 'hot' site at Warrington, where urgent, unplanned and critical care, maternity and women's and children's services are provided.

A CQC-rated 'Good' organisation with 'Outstanding' features, it is working towards university hospital status having achieved teaching status in 2019 and is working in partnership with the University of Chester and others in this regard.

A workforce of nearly 5,000 across both sites comprises more than 50 nationalities and as an equal, diverse and inclusive employer the Trust is proud to have achieved both Disability Confident Leader and Navajo LGBTQ+ Charter Mark accreditations.