Deputy PALS & Complaints Manager

Job responsibilities

Communication

Support the Head of Complaints & PALS in the effective management of PALS and complaints in accordance with agreed procedure and within agreed timescales and, to request information from various levels of Trust and divisional management within agreed timescales including telephone and/or sending electronic progress reminders to Investigating Officers/Clinical Governance teams.

To work across all teams and with directly commissioned services to provide an effective PALS and complaints service.

Provide information and advice about the Trust and the National NHS Complaints Procedure and Regulations.

The post holder will be required to maintain constructive relationships with a broad range of internal and external stakeholders.

Work with members of the team to develop and implement systems that will provide accurate and timely data.

Communicate sensitive or contentious information when dealing with PALS and complaints some of which are complex in nature.

Listening, understanding and analysing often complex problems being presented by patients, relatives, carers and staff about Trust services and dealing with any conflict this may crease.

Respond to all compliments received by the Trust and ensure that all relevant colleagues are notified.

Distribute information and literature about the services offered by the PALS and Complaints team as directed.

Provide support for specific and adhoc projects as can be reasonably expected of the role.

Advising patients and other complainants of their options under the NHS complaints procedure and helping to facilitate resolution in an empathetic and sensitive manner, referring them to appropriate support agencies eg advocacy, where appropriate

In the absence of the Head of Complaints & PALS, to represent the team at relevant meetings.

Ensure the PALS & Complaints pages of the Trust website (intranet and Internet) are up to date, liaising with the Communications team when changes and additions are required.

Work with the Print and Design Team to produce high quality information about the PALS & Complaints service and ensure information is available to patients, carers, the public and Trust staff in a number of formats eg internet, leaflet, easy read, other languages.

Work with the Head of Complaints & PALS to devise and deliver Patient Experience presentations/training to clinical and non-clinical staff.

Knowledge, training and experience

Significant experience working in a similar role which includes frequent contact with service users/carers/relatives.

Experience of working in an office environment with contact with the general public.

Excellent communication skills and able to deal tactfully and diplomatically with the public.

Advanced keyboard skills, use of a range of software (Microsoft Excel, Word, PowerPoint, DATIXWeb).

Ability to prepare comprehensive draft reports, data and letters.

Knowledge of NHS Complaints and PALS management systems and processes.

Commitment to and focused on quality, promotes high standards in all they do.

Able to make a connection between their work and the benefit to patients and the public.

Consistently thinks about how their work can help and support clinicians and frontline staff deliver better outcomes for patients.

Values diversity and difference, operates with integrity and openness.

Works well with others, is positive and helpful, listens, involves, respects and learns from the contribution of others.

Consistently looks to improve what they do, looks for successful tried and tested ways of working, and also seeks out innovation.

Actively develops themselves and supports others to do the same.

Good standard of education including English and Maths

Capable of dealing with difficult situations involving complainants who may be distressed.

Possesses skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills.

Ability to negotiate, network and have persuasive skills.

Possesses skills for supporting project management.

Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales.

Analysis, problem solving and judgmental skills

Undertake information/project analysis as agreed with the Head of Complaints & PALS.

Analyse complaint/PALS trends; distilling relevant facts from a broad mix of information communicated either by the patient, carer and family.

Problem solving skills and ability to respond to sudden unexpected demands

Maintain accurate records to ensure response times are met, performance is monitored, reports are produced and trends are identified.

Planning and organisational skills

Deliver against agreed objectives, achieving quality outcomes.

Organise meetings or events and assist in the diary management requirements of individuals in connection with the portfolio of work.

Keep the Head of Complaints & PALS up to date on the progress of complaints and PALS responses, escalating where deadlines are not being met.

Create and maintain an appropriate recording and filing system for complaints, PALS, compliments and associated documentation.

Produce and maintain the weekly complaints tracker.

Promote the PALS & Complaints service to ensure that everyone has equal access to its support.

Physical skills

Advanced keyboard skills required.

Car user/ability to travel to other sites external and internal to the Trust

Patient/Client care

Provides non-clinical advice, information to patients/clients/relatives and advocacy.

Provides advice on the PALS and complaints procedure.

To build and maintain good relationships with key stakeholders and the local community.

To work closely with the Trusts clinical services and departments to ensure positive working relationships and clear communication.

To ensure that PALS & Complaints is an accessible service to people from diverse backgrounds and which values and respects difference.

Policy and service development implementation

To uphold organisational policies and principles on the promotion of equality

To create an inclusive working environment where diversity is valued, everyone can contribute to ensure we meet our duty to uphold and promote equality

Propose changes to own project, service, initiative work, informing policy and making recommendations for more effective delivery.

Qualifications

Essential

• Educated to degree level or significant previous proven experience.
• Evidence of ongoing professional development.

Desirable

• Degree or evidence of working towards.
• Complaints handling qualifications or evidence of working towards.

Personal Attributes

Essential

• Able to work under pressure to meet deadlines.
• Able to embrace change.
• Self-motivated and ability to motivate others.
• Manage the emotional effects of dealing with other peoples problems and distress.

Experience

Essential

• Experience of working in the NHS.
• Substantial experience of working in a challenging NHS environment/previous experience of working in PALS & Complaints.
• Evidence of working with difficult clients/patients and in confrontational situations.
• Significant customer care experience.
• Experience of working with a multi-disciplinary team and managing own workload.
• Experience of working with vulnerable people or socially disadvantaged groups.
• Experience of producing written responses and reports to a high standard.
• Experience of managing complaints in an NHS setting.

Desirable

• Experience of designing and delivering training.

Skills and Abilities

Essential

• Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/written communication skills.
• Ability to pull together comprehensive draft reports, data and letters.
• Negotiating, networking and persuasive skills.
• Ability to maintain relationships both electronically and face to face with internal and external groups.
• Problem solving skills and ability to respond to sudden unexpected demands.
• Ability to prioritise and manage a number of conflicting/complex requirements in a busy environment at the same time, in a professional manner.
• Able to work collaboratively across organisational boundaries.
• Being resilient in managing highly emotive situations with both staff and complainants on a regular basis.
• Ability to be assertive and influence outcomes whilst being tactful and diplomatic.
• Investigative and analytical skills to identify key facts, trends and themes from large amounts of information.

Knowledge and Awareness

Essential

• Knowledge of the NHS Complaints Regulations 2009.
• Knowledge of the Parliamentary and Health Service Ombudsman Complaints Standards framework.
• Knowledge of PAS (Patient Administration System)
• Knowledge of administrative procedures, project management or data analysis.
• Understands and can articulate the role of PALS and complaints and how to support people in complex situations.
• Knowledge of incident reporting.

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.

Certificate of Sponsorship

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).