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Job overview

The Patient Experience Team are looking for a motivated individual with experience of complex complaint handling, who has a passion for patient experience and using the tools available to support Trust wide learning through the experiences of our service users. 

The post holder will be responsible for managing a complaints caseload from receipt to local resolution.   To act as an expert advisor on complaints handling and PALS cases, providing support, advice and guidance to all levels of staff, ensuring that statutory and organisational requirements are met and that complaint handling delivers the best outcome for the complainant and for the service involved.  Facilitate effective, efficient and confidential handling of complaints across the Trust using discretion, initiative, tact and diplomacy and including the development and maintenance of appropriate administrative systems, maintaining the central complaints database (Safeguard), the checking of responses to complaints, and to assist in the collation of reports.

To support the development and implementation of training programmes and the co-ordination of Patient Information across the Trust.

Main duties of the job

To have an extensive knowledge and understanding of the NHS complaints process and an ability to prioritise work in a customer focused setting.  Manage complaints, ensuring they are dealt with in line with the Trust Concerns and Complaints policy and PHSO requirements.

Organise and facilitate meetings with complainants and relevant staff in order to facilitate resolution of concerns or complaint.  Work as a flexible team player supporting and deputising for other team members as necessary. 

Support the development of effective systems to collect, monitor, review and learn from patient and public feedback.

Facilitate, promote and advocate effective communication between users and healthcare professionals to resolve conflict and concerns, often in emotional and distressing circumstances, exploring the most suitable and appropriate form of action needed to meet their needs.

Prepare and deliver presentations/training sessions to a variety of audiences, in relation to complaints and PALS.

Contribute to analysis, and present detailed information on trends and themes from complaints, PALS concerns.

To support the co-ordination, monitoring and archiving of Patient Information across Trust, ensuring national guidelines are adhered to.

The post holder will be required to undertake any other duties and responsibilities within the framework of the post.

Working for our organisation

The Patient Experience Team presently consists of eight staff, four of whom are Patient Advice and Liaison Officers (PALS).

We are a public, patient facing team who work closely with all divisions within the Trust and have close relationships with the Trust Senior Management Team.

Our aim is to work collaboratively with our colleagues and service users to positively support improved outcomes and shared learning for our Trust.