Senior PALS and Complaints Officer | Royal Free London NHS Foundation Trust
| Posting date: | 29 May 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £42,939 - £50,697 per annum inclusive of HCAs |
| Hours: | Full time |
| Closing date: | 28 June 2025 |
| Location: | London, N18 1QX |
| Company: | Royal Free London NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 7072972/391-NMUH-7072972 |
Summary
Job Description
Position: Senior PALS and Complaints Officer
Salary/Band: Band 6
Location: North Middlesex University Hospital
Hours: 37.5
Responsible to: PALS & Complaints Manager
Accountable to: Head of Patient Experience
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 leave
Manage 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.
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/
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 leave
Manage 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.
This advert closes on Thursday 12 Jun 2025