Job summary
To work within the Complaints and PALS Team to provide support for the team with administrative duties and dealing with initial enquiries either through the PALS or Complaints Teams. To assist the teams with ensuring information from all service departments, wards and clinics relating to patient and public concerns and queries are triaged, reported on and recorded according in line with Trust policies.
Main duties of the job
Communication
1) To liaise with both internal Trust and external agencies as required.
2) To work as a receptionist for the PALS Team or first point of contact for the Complaints Team to take initial enquiries
3) To monitor feedback from external and internet sources sharing with the relevant staff and assist with responses.
4) Escalate any complex Complaints/PALS issues to the PALS/Complaints manager
5) Develop and promote a positive and open culture in relation to patient experience
Administration
1) General administrative duties as required by the Complaints and PALS Teams.
2) To assist with data collection for relevant reports to Boards detailing Complaints and PALS information, under the guidance of the Senior PALS Officer or Complaints Manager/Lead.
3) To assist with data entry for concerns and complaints raised through complaint or PALS enquiries, using the Trust approved electronic system.
4)To be a super user for the interpreter booking system to request interpreters and provide training for staff to use the booking portal.
5) To be responsible for ordering stationery etc. and maintaining relevant stock levels.
Service Development
1) To support the PALS/Complaints manager coordinating the completion of all patient experience projects as per quality improvement plan.
2) To support Volunteers who will be assisting to gather patient feedback.
About us
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology.
Our Values
We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job.
Job description
Job responsibilities
Communication
1) To liaise with both internal Trust and external agencies as required.
2) To work as a receptionist for the PALS Team or first point of contact for the Complaints Team to take initial enquiries
3) To monitor feedback from external and internet sources sharing with the relevant staff and assist with responses.
4) Escalate any complex Complaints/PALS issues to the PALS/Complaints manager
5) Develop and promote a positive and open culture in relation to patient experience
Administration
1) General administrative duties as required by the Complaints and PALS Teams.
2) To assist with data collection for relevant reports to Boards detailing Complaints and PALS information, under the guidance of the Senior PALS Officer or Complaints Manager/Lead.
3) To assist with data entry for concerns and complaints raised through complaint or PALS enquiries, using the Trust approved electronic system.
4) To be a super user for the interpreter booking system to request interpreters and provide training for staff to use the booking portal.
5) To be responsible for ordering stationery etc. and maintaining relevant stock levels.
Service Development
1) To support the PALS/Complaints manager coordinating the completion of all patient experience projects as per quality improvement plan.
2) To support Volunteers who will be assisting to gather patient feedback.
Job description
Job responsibilities
Communication
1) To liaise with both internal Trust and external agencies as required.
2) To work as a receptionist for the PALS Team or first point of contact for the Complaints Team to take initial enquiries
3) To monitor feedback from external and internet sources sharing with the relevant staff and assist with responses.
4) Escalate any complex Complaints/PALS issues to the PALS/Complaints manager
5) Develop and promote a positive and open culture in relation to patient experience
Administration
1) General administrative duties as required by the Complaints and PALS Teams.
2) To assist with data collection for relevant reports to Boards detailing Complaints and PALS information, under the guidance of the Senior PALS Officer or Complaints Manager/Lead.
3) To assist with data entry for concerns and complaints raised through complaint or PALS enquiries, using the Trust approved electronic system.
4) To be a super user for the interpreter booking system to request interpreters and provide training for staff to use the booking portal.
5) To be responsible for ordering stationery etc. and maintaining relevant stock levels.
Service Development
1) To support the PALS/Complaints manager coordinating the completion of all patient experience projects as per quality improvement plan.
2) To support Volunteers who will be assisting to gather patient feedback.
Person Specification
Qualifications
Essential
- Good general education with qualifications including GCSE English and Maths or equivalent such as NVQ 3
- Microsoft application including Word, Excel and PowerPoint
Experience
Essential
- Experience of working in an office environment with customer/visitor involvement/service
- Experience of using Knowledge of Digital database Systems
- Experience of portal booking systems
- Experience of data entry
Desirable
- Complaints handling/ Customer Service
Knowledge
Essential
- Working knowledge of Microsoft Office packages
- Understanding of the need of confidentiality awareness at all times.
- Understanding of the importance of working with sensitive information and demands from various sources
Desirable
- Knowledge of relevant hospital administration systems
Person Specification
Qualifications
Essential
- Good general education with qualifications including GCSE English and Maths or equivalent such as NVQ 3
- Microsoft application including Word, Excel and PowerPoint
Experience
Essential
- Experience of working in an office environment with customer/visitor involvement/service
- Experience of using Knowledge of Digital database Systems
- Experience of portal booking systems
- Experience of data entry
Desirable
- Complaints handling/ Customer Service
Knowledge
Essential
- Working knowledge of Microsoft Office packages
- Understanding of the need of confidentiality awareness at all times.
- Understanding of the importance of working with sensitive information and demands from various sources
Desirable
- Knowledge of relevant hospital administration systems
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).
