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, working within a team of dedicated staff.
This exciting role of Complaints and PALS Officer will be key in developing and maintaining relationships with all users of Trust services. This 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. Be compassionate, understanding and able to influence and achieve results through others whilst maintaining a positive attitude.
A calm compassionate disposition is key to this role along with a keen eye for attention to detail. Experience in working with the NHS Complaints Regulations and procedures and PALS processes is required to work alongside other team members to support a positive patient experience.
Main duties of the job
To act as a Complaints and PALS Officer for the Trust, dealing with concerns raised formally or informally along with receiving compliments on behalf of patients, relatives, carers and members of the public. Evaluate and triage written correspondence, answering the telephone and maintaining the generic email inboxes. The role will also involve establishing work in the complaints and PALS office and being able to work both autonomously and as part of the team maintaining the professional standards expected.
The role will involve dealing with highly emotive situations and having the ability to diffuse them by resolving the issues raised by the contacts.
The post holder will be expected to be able to work autonomously in an effective and professional manner, managing their own caseload within agreed timescales.
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, assistance with completion of the application form or if you require any adjustments (for applicants with a disability) please contact 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, assistance with completion of the application form or if you require any adjustments (for applicants with a disability) please contact 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
Essential
- oDegree level of education or equivalent experience
Skills
Essential
- oStrong investigative and analytical skills.
Desirable
- oKnowledge of PALS service, customer care issues, complaints procedures and legislation, data protection, the Public Involvement agenda and clinical governance.
- oKnowledge of BHRUT internal structures and services particularly clinical services.
Experience
Essential
- oExperience of working with the NHS Complaints Regulations and procedures.
Desirable
- oExperience of co-ordinating multi-faceted complaint responses.
Person Specification
Education
Essential
- oDegree level of education or equivalent experience
Skills
Essential
- oStrong investigative and analytical skills.
Desirable
- oKnowledge of PALS service, customer care issues, complaints procedures and legislation, data protection, the Public Involvement agenda and clinical governance.
- oKnowledge of BHRUT internal structures and services particularly clinical services.
Experience
Essential
- oExperience of working with the NHS Complaints Regulations and procedures.
Desirable
- oExperience 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).
