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PALS & Complaints Manager | Moorfields Eye Hospital NHS Foundation Trust
| Posting date: | 17 February 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £54,320 - £60,981 per annum incl. HCAS |
| Hours: | Full time |
| Closing date: | 19 March 2025 |
| Location: | London, EC1V 2NX |
| Company: | Moorfields Eye Hospital NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 7008833/273-DC-7008833 |
Summary
An exciting opportunity has arisen to join the patient experience team at Moorfields as PALS & Complaints Manager.
In summary:
• Provide leadership and line management to PALS and Complaints Officers.
• Ensure that processes within the team are followed and updates from external agencies (i.e. PHSO) are fully complied with and disseminated throughout the PALS and Complaints Team and wider Trust.
• Review and manage all new complaints.
• Ensure that Ulysses is populated on all PALS and Complaints – giving assurance for excellent reporting.
• Act as liaison officer for the PHSO and work alongside management teams to provide robust and timely responses.
• Build and maintain good relationships with clinical and non-clinical staff in the organisation in order to have a positive impact on the level of service provided.
• Use information gained from PALS and complaints to identify trends and areas for development and formulate reports to be presented to relevant committees.
• Arrange and co-ordinate Independent Review Panels.
• Attend Local Resolution Meetings.
• Contribute to and deliver training within the organisation to raise awareness of PALS and complaints and provide training on handling complaints.
• Keep abreast of changes to national legislation and guidance and assist in amending policies and procedures as necessary.
• Complete corporate reports, including the KO41a report.
A full job description is attached.
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
• Salary including High-Cost Area Supplement
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counselling service
• Learning and development opportunities
• Easy and quick transport links
• A range of attractive benefits and discounts
• Access to Blue Light Card and other NHS Discount Schemes
• Free Pilates classes
• Full support and training to develop your skills
• Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
A full job description and person specification is attached, please consult this before completing your application.
This advert closes on Sunday 2 Mar 2025