PALS & Complaints Assistant | Norfolk and Norwich University Hospitals NHS Foundation Trust

Job details
Posting date: 20 April 2021
Salary: Not specified
Additional salary information: £21,892 - £24,157 per annum
Hours: Full time
Closing date: 20 May 2021
Location: Norwich, NR4 7UY
Company: Norfolk and Norwich University Hospitals NHS Foundation Trust
Job type: Permanent
Job reference: 3100142/234-20-C2460

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It is our ambition at NNUH to provide an outstanding patient and carer experience and we are now entering an exciting phase – the redesign of PALS & Complaints to provide a seamless, supported service for people raising concerns and to support an organisational culture of learning and improvement.

The PALS and Complaints service sits within the wider Patient Engagement & Experience Team at NNUHFT – we are a diverse, inclusive and nurturing team who will encourage you to bring your whole self to work with us. We love diversity and we value your difference, your unique skills, knowledge and experience. Becoming one of our people may realise your potential, helping us to raise our performance in delivering world-class healthcare to the diverse communities we serve.

We believe we will only truly improve our services through listening to and working with patients, carers and communities alongside colleagues – as collaborative improvers.

You will be a part of a new and growing team of individuals who are passionate about delivering an accessible and responsive service for patients and carers, keeping their voice at the heart of everything we do.

You will play a key role in honest and compassionate responses to concerns and complaints as well as sharing insights to aid continuous improvement and supporting the delivery of safe care along with an excellent experience of care.

The role ensures the efficient day to day running of the Patient Advice & Liaison Service (PALS) and Complaints Service; acting as an efficient and approachable support to enquirers contacting the service; resolving queries and supporting patients and families.

We are looking for individuals to join our dynamic team who are experienced in delivering a very high standard of customer service; both written and face to face and will be able to manage difficult situations with sensitivity, empathy and compassion.

The ability to follow and work closely to standard operating procedures and timescales is essential as is excellent IT, typing and administration skills.

We in return will be able to offer a supportive, compassionate and nurturing environment for you to develop and grow with us.

Full time: 37.5 hours per week. Some weekend and evening work may be required as part of this role.

Open for applications: 20th April 2021

Close for applications: 27th April 2021

Interview date: 10th May 2021

This advert closes on Tuesday 27 Apr 2021

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