Complaints and PALS Co-ordinator
| Posting date: | 21 January 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Negotiable |
| Hours: | Full time |
| Closing date: | 04 February 2026 |
| Location: | Oxford, OX4 2PG |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9321-26-0069 |
Summary
1. Management of Trust Complaints Process To oversee and manage the Divisional response to queries and complaints from first contact with a complainant to the final response. To directly oversee complaints coordination for one or more Divisions; prioritise own work for action, delegate where appropriate and supervise responses. To support senior managers in the Trust and the Complaints and Patient Services Manager by providing advice and guidance on the Trusts complaints policy. To ensure the efficient handling and resolution of enquiries from Patients, families and Visitors. To ensure excellent customer care and the implementation of the Trusts Values into Action throughout the complaint or PALS pathway liaising as necessary with colleagues, internal departments and external organisations. To supervise and provide reports on division specific areas of processing, recording and responses to complaints, requests for information, positive and adverse comments and other Trusts enquiries. To maintain up to date knowledge about the national best practice in NHS complaints practice, NHS England policy, NHS Complaints Regulations 2009, recommending changes as required in Trust policy in order to comply with these. To grade complaints according to the Trusts Complaints Decision making matrix. To review and edit draft responses for complaints and requests for information and other Trust enquiries. To be responsible for ensuring the complaints and PALS database and files are accurate, up to date and comply with Trust policy and the Data Protection Act. To supervise the process of complaints and PALS handling, utilising daily reports and working closely with site orientated Patient Services Officers (PALS). To assist with the evidencing and recording of Divisional action plans for complaints and PALS themes To undertake the administration and facilitation of patient resolution meetings. To assist with the administration associated with the complaints investigated by the Parliamentary and Health Services Ombudsman and Care Quality Commission. To oversee the production of complaint and PALS feedback reports as requested by senior Trust managers to provide a qualitative analysis of the Trusts complaints and timely Divisional Feedback. To assist with the annual returns to the Department of Health as required via KO41. To assist in the preparation of reports for the Trusts Board, Quality Committee and Patient Safety and Clinical Risk Management Committee. 2. Staff Supervision To supervise the PALS Officers where required in respect of their work, site based approach and prioritisation. To assist the team alignment in managing the workload between Divisions and individuals including general office duties including, where required to get the job done in a timely way, photocopying, faxing, filing, telephoning, maintaining stocks of stationery and processing incoming and outgoing communication. 3. Financial and Administrative Management To assist the Complaints and Patient Services Manager to managing resources within the teams budget. To be responsible for the back up of all computer files and information in line with the Data Protection Act and Trust Policy. To be responsible for maintaining documentation in accordance with the Freedom of Information Act. To maintain and develop effective systems, policies and procedures for all aspects of the teams work. 4. Support and cover for other members of the Patient Services Team To demonstrate a helpful and proactive approach to cross cover and team work so that patients and visitors are provided with a helpful, compassionate and sensitive service across all aspects of the Patient Services team. This job description should be regarded only as a guide to the duties required and is not definitive or restrictive in any way. It may be reviewed in the light of changing circumstances following consultation with the post holder. This job description does not form part of the contract of employment.