Job summary
An exciting opportunity has arisen for an innovative, dynamic and highly motivated individual to join our established Complaints and PALS Team within the wider Patient Advice and Customer Experience (PACE) team, you will have the opportunity to work closely with our Patient Experience & Involvement team to help deliver our five year patient and carer strategy. The post holder will be proactively involved in the complaints and PALS service delivery, leading a team of dedicated staff.
This exciting role of Complaints and PALS Team Leader will be key in developing and maintaining relationships with all users of Trust services. This high-profile role will provide the post holder with rewarding challenges on a day-to-day basis.
We are looking for a person with experience working in either an acute hospital or an NHS setting who has a good understanding of the needs of our local diverse communities.
A calm compassionate disposition is key to this role along with a keen eye for attention to detail. Experience in line managing staff is required to lead the team in conjunction with the Complaints and PALS Manager to ensure both services are accessible and responsive to support a positive patient experience.
Main duties of the job
To support the Complaints and PALS Manager to ensure the Trust delivers a highly visible, efficient, effective and accessible Complaints, PALS and Interpreting service which provides advice, support, information and signposting services to patients, service users, carers, members of the public and Trust staff. With direct effective management of the Complaints, PALS and Interpreting service.
To work as part of a team to support those wishing to raise concerns to the Trust. The post holder will be accessible and responsive to patients, service users, carers and members of the public in expressing their views easily and accurately with empathy in line with CQC requirements, NHS Complaints Regulations and all local and national guidelines.
About us
We provide care for the residents of three diverse London boroughs. Most of our 7,800 permanent staff live in Barking and Dagenham, Havering and Redbridge and the majority are from black, Asian and minority ethnic groups. We also provide healthcare services to people in south west Essex, and specialist neurosciences services to the whole of the county.
Our services include all the major specialties of large acute hospitals and we operate from two main sites - King George Hospital in Goodmayes and Queen's Hospital in Romford. We have two of the busiest emergency departments in London - more than 300,000 people visited our A&Es in 2023. We also provide outpatient services at Brentwood Community Hospital, Barking Community Hospital, Loxford Polyclinic, and Harold Wood Polyclinic.
We're pleased to be leading the way in reducing the time our patients wait to get the treatment they need. The Elective Surgical Hub at King George Hospital is one of eight to be accredited as part of a national scheme; the Care Quality Commission has raised the ratings forurgent and emergency careat Queen's and King George hospitals; anddata released by NHS Englandshowed that the Trust was the most improved in 2023 for reducing waits for emergency care.
We are particularly proud of our regional Neurosciences Centre; Radiotherapy Centre; Hyper Acute Stroke Unit; and dedicated breast care service at King George Hospital. We're also part of the North East London Cancer Alliance.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
The person specification listed below is not the full specification requirements for the role. Please ensure you review the full specification on the job description prior to submitting your application.
Applicants are advised to read all the information on the advert and the supporting information before completing and submitting an application. As you complete your application, please ensure you clearly demonstrate how you meet the criteria in the person specification for this post by adequately completing the supporting information section of the application form.
All new staff appointed at the Trust are subject to a probationary period.
Applications should be made online, however, queries regarding the application process or assistance with completion of the form (for applicants with a disability) can be made to Paul Awosika, Recruitment Advisor, on 01708 435000 ext. 5989. Further details regarding the post may be obtained by contacting the manager as per the contact details above.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
The person specification listed below is not the full specification requirements for the role. Please ensure you review the full specification on the job description prior to submitting your application.
Applicants are advised to read all the information on the advert and the supporting information before completing and submitting an application. As you complete your application, please ensure you clearly demonstrate how you meet the criteria in the person specification for this post by adequately completing the supporting information section of the application form.
All new staff appointed at the Trust are subject to a probationary period.
Applications should be made online, however, queries regarding the application process or assistance with completion of the form (for applicants with a disability) can be made to Paul Awosika, Recruitment Advisor, on 01708 435000 ext. 5989. Further details regarding the post may be obtained by contacting the manager as per the contact details above.
Person Specification
Education / Qualifications
Essential
- High Level of education or experience to degree level.
Skills / Abilities
Essential
- Able to make decisions and work autonomously.
- Strong investigative and analytical skills.
Desirable
- Knowledge of BHRUT internal structures and services particularly clinical services.
Experience / Knowledge
Essential
- Experience of working with the NHS Complaints Regulations and procedures and PALS processes.
Desirable
- Experience of co-ordinating multi-faceted complaint responses.
Person Specification
Education / Qualifications
Essential
- High Level of education or experience to degree level.
Skills / Abilities
Essential
- Able to make decisions and work autonomously.
- Strong investigative and analytical skills.
Desirable
- Knowledge of BHRUT internal structures and services particularly clinical services.
Experience / Knowledge
Essential
- Experience of working with the NHS Complaints Regulations and procedures and PALS processes.
Desirable
- Experience of co-ordinating multi-faceted complaint responses.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
