Patient Advice & Liaison (PALs) Complaints Co ordinator
| Dyddiad hysbysebu: | 19 Mehefin 2025 |
|---|---|
| Cyflog: | £34,521.00 i £41,956.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £34521.00 - £41956.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 11 Gorffennaf 2025 |
| Lleoliad: | Stanmore, HA7 4LP |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | C9392-25-0121 |
Crynodeb
Main Duties and Responsibilities Complaints Provide compassionate and impartial support for patients or families who wish to make a formal complaint. This may include documentation of a verbal complaint or assistance in writing a formal complaint letter. Responsible for managing and responding to complaints and enquiries, and ensuring that they are handled in a timely and appropriate manner. Communicate verbally and in writing with complainants to discuss the management of their complaint and offer information on the process that will be followed Recognise and escalate concerns or risks appropriate to senior staff or the Safeguarding team as appropriate Assist in the provision of data and reports in relation to complaints trends Ensure that complainants are kept informed at all stages of the progress of their complaint including when changes or delays occur within the agreed timescale Liaise with all levels of staff across the organisation to ensure that complaints are handled speedily and effectively Contribute to learning lessons events so that local actions can be implemented across the Trust Support the KO41 process, ensuring that all required information is in place Communication To communicate with staff, service users, carers and members of the public regarding the NHS Complaints Procedure and Trusts Complaints Procedure using a range of media. To communicate complex, sensitive and what may sometimes be contentious information regarding complaints. On occasion this will entail conveying information in a hostile, antagonistic or highly emotive atmosphere, or overcoming barriers to understanding and acceptance. To present information to large groups, including presentation at staff meetings. To ensure that telephone and written enquiries are dealt with efficiently and appropriately and ensure that confidentiality is maintained in accordance with relevant legislation and Trust policies and procedures. PALS Service Acting as a point of contact for patients, their carers or families, visitors or members of the public raising queries or concerns on the phone, via email or in person. This may include attending the ward to discuss issues with inpatients and their families. Providing impartial and compassionate support for those involved in the PALS process. Build and maintain good relationships with clinical and non-clinical staff across the Trust to help resolve patients concerns quickly and efficiently, negotiate solutions on their behalf and ensure they receive practical advice and support in a sensitive, appropriate and effective way Ensuring that concerns are escalated to relevant staff within the hospital if they cannot be resolved within set timescales Manage a caseload of individual concerns from initial contact to liaising with unit managers who are responsible for providing the response. This will include administrative logging on Ulysses identify the key issues to be addressed and the reviewing of response to ensure they cover all aspects of the concern raised. Maintaining accurate and detailed records of concerns and queries raised by patients and their families and the outcome of local resolution. Identify and produce reports of themes highlighted through PALS and Complaints indicating any subsequent changes in practice for inclusion in departmental/quality reports. Exercise high levels of concentration given the unpredictable nature of the work. The post holder must be able to prioritise and manage the competing demands of their workload Provide non-clinical advice to patients/service users or carers and be responsible for escalating a concern or complaint where patient safety appears to be at risk. Friends & Family Test Prepare Friends and Family data for the monthly Quality report to ensure the trust is aware of reported patient experience. Legal Services Assist the Patient Experience Lead in providing information as requested to the Trust solicitors. Recording the claims on Ulysses Attending inquests if and when required on a support basis. Improving Patient Experience Provide information and data to staff who wish to measure the impact of their quality improvement projects on patient experience Use your knowledge of patient concerns to identify possible patient experience improvement projects Participate actively in identified projects to improve patient experience including helping to develop patient stories Provide training for other staff in the Trust in providing high quality patient experience Provide administrative support for identified Trust wide patient experience projects Work collaboratively with all members of the Quality Team and other members of the Trust. The role is based at the Stanmore site but the post holder may be required to attend the Bolsover street site on occasion. This role is office based.