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PALS & Complaints Assistant
| Posting date: | 20 November 2024 |
|---|---|
| Salary: | £26,530.00 to £29,114.00 per year |
| Additional salary information: | £26530.00 - £29114.00 a year |
| Hours: | Full time |
| Closing date: | 02 December 2024 |
| Location: | Norwich, NR4 7UY |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9234-24-1619 |
Summary
To act as an efficient and approachable support service to enquirers contacting the PALS and complaints service or the Patient Experience Team, including user groups. To provide accurate, appropriate and timely information about Trust services and related health information. To provide non-clinical advice to patients, relatives and carers and, if necessary, refer enquiries on. Ability to communicate with people at all levels is essential, using good overall communication skills, particularly in dealing with difficult/enquiries/concerns. Determine when to refer more complex cases in line with SOP definitions/matrix to the appropriate level of seniority and where appropriate, to, independent advocacy services or other voluntary/public services. To resolve queries as agreed with the PALS and complaints Manager and to make recommendations for action. To liaise with staff at all levels in the Trust and representatives of external organisations, ensuring confidentiality is maintained at all times. To ensure all PALS and Complaints enquiries are recorded on a database (Datix) speedily and accurately. To produce accurate written work, including letters, emails and notes of meetings. To arrange and provide secretarial support/administrative support to ad hoc meetings. To participate in the training of ad hoc staff regarding the role of PALS, Complaints and Patient Experience. To maintain an effective and up to date filing and bring forward system. To provide secretarial/administrative support to the PALS and Complaints and wider Patient experience team, including user groups, ensuring a professional and timely service at all times. Undertake other secretarial duties as required. Ensure that any information or messages are relayed accurately and speedily. Follow up where necessary any messages taken to ensure an efficient and effective service. Please refer to the Job Description for the full specification of responsibilities and requirements for this post. Please note that this advertised position, which is part of occupation code 3560 does not meet the UKVI eligibility requirements for a Skilled Worker Visa (this includes if you are already in a sponsored post and looking to change employer). The Trust would not be able to issue a Certificate of Sponsorship for this role.