Patient Advice and Complaints Support officer | Calderdale and Huddersfield NHS Foundation Trust
| Dyddiad hysbysebu: | 14 Tachwedd 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £27,485 - £30,162 per annum, pro rata |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 14 Rhagfyr 2025 |
| Lleoliad: | Huddersfield, HD3 3EA |
| Cwmni: | Calderdale & Huddersfield NHS Foundation Trust |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 7564481/372-CORP1987 |
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To provide professional and effective administrative, practical service support, and quality improvement support to the Complaints and PALS Team.
To contribute to the delivery of an outstanding, responsive, and integrated Patient Advice and Liaison Service for patients, carers, and members of the public who want to make a complaint, raise a concern, log a compliment, provide feedback, or access advice/information/signposting.
The post holder will report to the Head of PALS and complaints /Manager of PALS and complaints
Key relationships:
· Patient Experience Team
· Legal Service Team
· Quality & Risk Team
· Clinical Teams Trust wide
· Administrative Teams Trust wide
· Resolve and respond to enquiries from staff and members of the public/service users and manage own caseload independently, be responsible for all administrative duties in relation to own caseload, with the ability to prioritise without direct supervision.
· To provide a responsive service to all initial contact and referrals received by the service and provide an immediate/on the spot response to simple information, enquiries or advice requests.
· To undertake administrative tasks to a timely and high standard for example written correspondence and managing incoming correspondence.
· To receive telephone calls from the public and external organisations and prioritise messages, exercising initiative with regard to necessary action, using sensitivity and tact
· To extract data from the reporting system and assist with the production of reports
· Liaise with all levels of staff, including senior clinical staff and managers, other PALS and Complaints Services and external organisations to resolve concerns, complaints, and enquiries
· To collate information including medical records when needed to support service functions for example Inquests or requests for information from the Parliamentary and Health Service Ombudsman (PHSO).
CHFT is an integrated Trust of 6,500+ colleagues providing hospital and community services to patients and communities across Calderdale and Kirklees. We are rated as ‘Good’ by the Care Quality Commission, are a top performing Trust for Elective Recovery, Emergency and Cancer Care and widely acknowledged as a national digital lead when it comes to caring for people across our local and regional systems.
Our people are at the core of everything we do, hence our commitment to One Culture of Care. Our focus is to care for and support each other in order to provide outstanding compassionate care to our patients. That is why we are looking for an inclusive collaborative, creative, innovative and compassionate leader to join us in this role.
Analytical and Judgemental Skills
The post holder will use their own judgement to find solutions through the use of analytical and problems solving skills.
Planning and Organisational Skills
· To plan and organise own time and work efficiently and adhere to deadlines to enable the smooth running of the department.
· To ensure all messages are relayed as quickly as possible to appropriate staff and their teams.
· To keep data/information systems up to date and store information correctly and safely.
Clinical Duties
· There are no clinical duties required in this post.
Managerial Duties
· There are no supervisory responsibilities required in this post
Managing Self
· Participate in regular supervision.
· Attend all mandatory training.
· Developing and agreeing your own development plan with your Line Manager using the Trust appraisal process.
· Comply with all Trust policies, procedures, and protocols.
· Carry out duties with due regard to the Trust’s Equal Opportunity policy
· Seek advice and support from Line Manager whenever necessary.
· Maintain professional conduct including appearance at all times.
· Form good working relationships with all staff.
Responsibility for Patient Care
Provide non-clinical and non-legal advice and information to patients, their families/carers and members of the public
Responsibility for Policy/Service Development/ Quality Improvement
· Follow policies relevant to own role.
· To contribute to the development and changes to practice or procedures in line with own area of work
· To contribute to the quality improvement of care for patients, carers and their families
Responsibility for Financial and Physical Resources
· Observe a personal duty of care in relation to equipment and resources
· Report faulty equipment
This job description is an outline only and is not definitive or restrictive in anyway. It will be regularly reviewed and may be amended in the light of changing circumstances following consultation with the post holder.
This job description is an outline only and is not definitive or restrictive in any way. It will be regularly reviewed and may be amended in the light of changing circumstances following consultation with the post holder.
This advert closes on Friday 21 Nov 2025