Royal Surrey NHS Foundation Trust

Complaints & PALS Officer

This job is now closed

Job summary

The Complaints & PALS Team are looking for a well-motivated, friendly and hardworking individual to join the team in the role of the Complaints & PALS Officer. We are looking for someone who pays great attention to detail, has an excellent telephone manner and has previous experience of working in an office environment. The focus of the job is to ensure that all formal complaints & PALS contacts are handled in line with Trust policy

This key position will require excellent communication and organisation skills with knowledge of basic IT. Previous complaints experience is desirable. You must have a methodical approach to work and be able to work independently as well as in a team whilst remaining calm under pressure.

Main duties of the job

Duties will include logging, acknowledging and closing complaints & PALS contacts, arranging meetings, taking minutes, answering telephone calls, maintaining databases and spreadsheets and liaising with staff across the organisation. You will also attend meetings with complainants and their relatives and will be someone who is confident in interacting with a variety of different people.

This is an excellent opportunity to join a friendly and supportive team whilst working in a fast-paced and interesting department within the Trust.

To arrange an informal discussion about the role, please contact Tracey Taylor Lead for Patient Experience t.taylor2@nhs.net or Geraldine Wilcock Complaints & PALS Lead geraldine.wilcock@nhs.net

About us

Royal Surrey NHS Foundation Trust is a friendly, supportive, busy but welcoming acute and community Trust that is ambitious about developing our services and your career.

Our compassionate, caring and friendly colleagues make up our Royal Surrey family and are at the heart of what we do. We all have a passion for learning, continuous improvement and excelling together through innovation, research and development. There are over 4,500 members of our Royal Surrey family.

We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in the community and homes across Guildford and Waverley.

We have received an overall Good rating from the CQC with Medical care (including older peoples care), End of Life Care and Maternity services being deemed Outstanding by the CQC. We are investing in our colleagues through our health and wellbeing programme and a commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years.

There has never been a better time to join us.

Date posted

01 June 2023

Pay scheme

Agenda for change

Band

Band 5

Salary

£29,828 to £36,311 a year includes high cost area supplements (HCAS)

Contract

Permanent

Working pattern

Full-time

Reference number

C9384-JH-EMF13879

Job locations

Egerton Road

Guildford

Surrey

GU2 7XX

Job description

Job responsibilities

To support the Complaints & PALS Lead to ensure the Trust delivers a highly visible, efficient, effective and accessible Complaints, PALS & Interpreting service which provides advice, support, information and signposting services to patients, service users, carers, members of the public and Trust staff.

The Complaints & PALS Officer is responsible for supporting the Complaints & PALS Lead in the development, implementation and maintenance of the Trusts Complaints and Concerns Policy, including meeting the deadlines outlined in the policy and ensuring compliance with the requirements of any new guidance for NHS complaints.

The post holder will deal directly with service users and the public, Trust staff and others through face to face meetings, telephone conversations and formal written correspondence. The post holder will ensure all feedback is handled appropriately and undertake the administrative support for Complaints & PALS handling in line with national guidance and the Trusts policies and procedures

Job description

Job responsibilities

Person Specification

Experience

Essential

Demonstrable experience of working in a public facing role
Significant experience in working in an office environment
Experience of dealing with staff at all levels of an organisation

Desirable

Experience in the NHS in a customer focused role, in particular a PALS or Complaints role
Experience of working in the NHS
Knowledge of the NHS complaints process
Knowledge of Datix able to use the data to produce trends

Qualifications

Essential

Educated to degree level or equivalent level of experience

Person Specification

Experience

Essential

Demonstrable experience of working in a public facing role
Significant experience in working in an office environment
Experience of dealing with staff at all levels of an organisation

Desirable

Experience in the NHS in a customer focused role, in particular a PALS or Complaints role
Experience of working in the NHS
Knowledge of the NHS complaints process
Knowledge of Datix able to use the data to produce trends

Qualifications

Essential

Educated to degree level or equivalent level of experience

Employer details

Employer name

Royal Surrey NHS Foundation Trust

Address

Egerton Road

Guildford

Surrey

GU2 7XX

Employer's website

https://www.royalsurrey.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Royal Surrey NHS Foundation Trust

Address

Egerton Road

Guildford

Surrey

GU2 7XX

Employer's website

https://www.royalsurrey.nhs.uk/ (Opens in a new tab)