Job summary
Job DescriptionPosition: Senior PALS and Complaints OfficerSalary/Band: Band 6Location: North Middlesex University HospitalHours: 37.5Responsible to: PALS & Complaints ManagerAccountable to: Head of Patient Experience
Main duties of the job
Act as an expert and role model providing specialist knowledge and advice to both PALS and Complaints team.
Coordinate the activity of the PALS and Complaints Unit and participate and assist with systematic monitoring of performance and evaluation.
Lead the team and work with the PALS and Complaints Manager to ensure that the ward staff work collaboratively and effectively and possess the relevant skills/knowledge
Share responsibility with the PALS and Complaint manager for maintaining staff records e.g. sickness, appraisal and annual leaveManage and process a caseload of PALS & complaints and concerns raised by patients, relatives, service users and staff ensuring that relevant processes and guidelines are followed, and that appropriate standards of accuracy and brevity are maintained.Utilising specialist knowledge of PALS complaints processes, advising and guiding as appropriate with the administration of formal and informal complaints, and the handling of PALS activity subject to business needs.
About us
NMUH North Middlesex University Hospital NHS Hospital Trust (NMUH) is one of London's busiest healthcare providers, providing hospital care and community services for the 350,000 people living in Enfield, Haringey and beyond. Our specialist services include HIV, cardiology, blood disorders, diabetes, fertility, sickle cell and thalassemia. In addition to a full range of cancer diagnosis and treatment services, the Helen Rollason Cancer Support Centre is based on-site and provides services to support cancer patients' wellbeing. We also provide community services and have a dedicated 0-19 service for children and young people in Enfield so that they can get the best possible start in life. This includes health visitors and school nurses who are delivering the national Healthy Child Programme, which provides a structured framework for the delivery of key interventions to support the health and wellbeing of children and families from 0 to 5 and school aged children from 5-19. The 0-19 service aims to improve pathways and partnerships with services in the hospital and deliver excellent care for the children and families. For more information, please access the following link: https://www.northmid.nhs.uk/
Job description
Job responsibilities
Act as an expert and role model providing specialist knowledge and advice to both PALS and Complaints team.
Coordinate the activity of the PALS and Complaints Unit and participate and assist with systematic monitoring of performance and evaluation.
Lead the team and work with the PALS and Complaints Manager to ensure that the ward staff work collaboratively and effectively and possess the relevant skills/knowledge
Share responsibility with the PALS and Complaint manager for maintaining staff records e.g. sickness, appraisal and annual leaveManage and process a caseload of PALS & complaints and concerns raised by patients, relatives, service users and staff ensuring that relevant processes and guidelines are followed, and that appropriate standards of accuracy and brevity are maintained.Utilising specialist knowledge of PALS complaints processes, advising and guiding as appropriate with the administration of formal and informal complaints, and the handling of PALS activity subject to business needs.Carry out frequent data audit for data cleansing for reporting purposes. Work closely with the departments to ensure timely response across the Trust.
Job description
Job responsibilities
Act as an expert and role model providing specialist knowledge and advice to both PALS and Complaints team.
Coordinate the activity of the PALS and Complaints Unit and participate and assist with systematic monitoring of performance and evaluation.
Lead the team and work with the PALS and Complaints Manager to ensure that the ward staff work collaboratively and effectively and possess the relevant skills/knowledge
Share responsibility with the PALS and Complaint manager for maintaining staff records e.g. sickness, appraisal and annual leaveManage and process a caseload of PALS & complaints and concerns raised by patients, relatives, service users and staff ensuring that relevant processes and guidelines are followed, and that appropriate standards of accuracy and brevity are maintained.Utilising specialist knowledge of PALS complaints processes, advising and guiding as appropriate with the administration of formal and informal complaints, and the handling of PALS activity subject to business needs.Carry out frequent data audit for data cleansing for reporting purposes. Work closely with the departments to ensure timely response across the Trust.
Person Specification
Education and qualifications
Essential
- Educated to diploma/degree level or equivalent experience
- Evidence of continuing development
Desirable
- Postgraduate level qualification
- Advocacy/ Managerial qualification experience and Mental qualification health experience
Skills and abilities
Essential
- Excellent communication skills (written and Verbal) and listening skills
- Excellent interpersonal and networking skills
- Highly developed IT Skills working across a range of Microsoft Office packages and databases (including outlook and Excel)
- Ability to manage own workload to defined deadlines
- Able to work autonomously with and to make independent decisions
- Excellent organisational and self-management skills, and able to lead a small team in the absence of the manager
- Ability to work on own initiative and as a team player Demonstrate motivation and flexibility
- Has Leadership skills - Good organiser with realistic time management skills
- Empathy, ability to deal with distressed patients/relatives
- Good negotiation and conflict resolution skills to manage and de-escalate potentially difficult/contentious situations
- Ability to deal with disagreement/conflict and to mediate when service
- Ability to produce accurate and timely performance reports
Experience
Essential
- Experience of complaints handling and/or patient advice and liaison service or in a customer service setting
- Experience in undertaking peer supervision to guide casework via regular 1:1
- Experience of using a database and making Judgements about the data entered
- Experience of dealing with distressed, angry and unhappy service users
- Experience of working with senior clinicians/service providers and challenging them on behalf of the patient/client where appropriate
- Understanding the relationship between performance and achievement of Trust objectives
- Experience of change management
Other Requirements
Essential
- Experience in advocacy, conciliation, mediation and use of analytical skills.
- Understanding the relationship between performance and achievement of Trust objectives
- Ability to prioritise and work under pressure, utilising safe practice and escalation skills
- Experience and understanding of Audit
Personal qualities
Essential
- Ability to be creative, innovative and Adoptable
- Organised and Motivated
- Positive role model
Values
Essential
- Demonstrable ability to meet Trust values
Person Specification
Education and qualifications
Essential
- Educated to diploma/degree level or equivalent experience
- Evidence of continuing development
Desirable
- Postgraduate level qualification
- Advocacy/ Managerial qualification experience and Mental qualification health experience
Skills and abilities
Essential
- Excellent communication skills (written and Verbal) and listening skills
- Excellent interpersonal and networking skills
- Highly developed IT Skills working across a range of Microsoft Office packages and databases (including outlook and Excel)
- Ability to manage own workload to defined deadlines
- Able to work autonomously with and to make independent decisions
- Excellent organisational and self-management skills, and able to lead a small team in the absence of the manager
- Ability to work on own initiative and as a team player Demonstrate motivation and flexibility
- Has Leadership skills - Good organiser with realistic time management skills
- Empathy, ability to deal with distressed patients/relatives
- Good negotiation and conflict resolution skills to manage and de-escalate potentially difficult/contentious situations
- Ability to deal with disagreement/conflict and to mediate when service
- Ability to produce accurate and timely performance reports
Experience
Essential
- Experience of complaints handling and/or patient advice and liaison service or in a customer service setting
- Experience in undertaking peer supervision to guide casework via regular 1:1
- Experience of using a database and making Judgements about the data entered
- Experience of dealing with distressed, angry and unhappy service users
- Experience of working with senior clinicians/service providers and challenging them on behalf of the patient/client where appropriate
- Understanding the relationship between performance and achievement of Trust objectives
- Experience of change management
Other Requirements
Essential
- Experience in advocacy, conciliation, mediation and use of analytical skills.
- Understanding the relationship between performance and achievement of Trust objectives
- Ability to prioritise and work under pressure, utilising safe practice and escalation skills
- Experience and understanding of Audit
Personal qualities
Essential
- Ability to be creative, innovative and Adoptable
- Organised and Motivated
- Positive role model
Values
Essential
- Demonstrable ability to meet Trust values
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).
