Job summary
We are seeking to recruit an exceptional Band 7 Patient Advice and Liaison Service (PALs) and Complaints manager. This is a full time position for a 12 month fixed term contract.
The successful candidate will be committed to service delivery, collaborative working with our clinical services, team development and our Trust Values to support on-going improvement for our PALs and Complaints service.
To ensure that patients, carers and their families are listened to and that the Trust takes appropriate action to learn and implement change.
To act as a resource of expertise and advice for all service users and clinical and non-clinical patient services with respect to patient feedback, concerns and complaints.
Main duties of the job
The successful candidate will be passionate about improving patient experience and providing operational line management, support and leadership of the PALs team. Assisting, guiding and providing expert advice to directors, clinicians, staff and managers in the management of complaints, identified learning and improvements to services where indicated. Accountabilities will include supervision of the team who are responsible for responding to complaints and concerns raised by patients, relatives, service users and staff ensuring that local and national processes and policies are met with a comprehensive and timely manner.
A key role will be to manage systems and processes across the organisation to enable patients, families and their carers to provide feedback about their experience, including through the Friends and Family Test. The post holder will also be responsible for delivery of comprehensive Patient Information and Interpreting and Translation Services across the trust.
They will lead the team in providing a visible and effective PALs service by ensuring that patients, service users, carers and the wider public have access to timely and highly supportive, informative advice. Working closely with staff and divisional managers to resolve complaints and concerns to ensure the best possible outcome for complainants and the service involved.
About us
Our STAR values are at the heart of everything we do. You can expect to see them in the way we act and the way we treat each other. Our values make us who we are.Service We will put our patients firstTeamwork We will work togetherAmbition We will aspire to provide the best serviceRespect We will act with integrity
Job description
Job responsibilities
Ensure that the trust has an accessible Patient Advice Liaison Service which is highly visible and effective in providing advice, support information and signposting services to patients, service users, carers, and members of the public and trust staff.
To provide a compassionate, efficient and effective complaints and concerns management service ensuring that local and national processes and policies are met with a comprehensive and timely manner.
To facilitate accessible patient feedback across the whole patient journey including the Friends and Family Test (FFT) throughout the trust.
To provide reports and present where necessary on the Trusts complaint handling process and patient feedback via the Integrated Performance Report (IPR) and any committee groups as requested.
To develop training opportunities with the Academy in relation to PALS/Complaint Handling with a view to heightening awareness across the Trust and to develop high standards of customer service.
Job description
Job responsibilities
Ensure that the trust has an accessible Patient Advice Liaison Service which is highly visible and effective in providing advice, support information and signposting services to patients, service users, carers, and members of the public and trust staff.
To provide a compassionate, efficient and effective complaints and concerns management service ensuring that local and national processes and policies are met with a comprehensive and timely manner.
To facilitate accessible patient feedback across the whole patient journey including the Friends and Family Test (FFT) throughout the trust.
To provide reports and present where necessary on the Trusts complaint handling process and patient feedback via the Integrated Performance Report (IPR) and any committee groups as requested.
To develop training opportunities with the Academy in relation to PALS/Complaint Handling with a view to heightening awareness across the Trust and to develop high standards of customer service.
Person Specification
Qulaifications
Essential
- Management Qualification/Degree
- Experience of Complaint Management and working in a customer care service
- Knowledge of Health Care Strategy
- Evidence of on-going personal and professional development
Desirable
- Experience of Datix system
- Experience of working in a PALs service
Experience
Essential
- Senior operational management
- Experience of working in a health care environment
- Understanding of NHS management of PALS and complaints services
- Able to work under pressure, prioritise tasks and work to deadlines
Desirable
- Setting strategic direction for services
Knowledge
Essential
- Sound analytical and reasoning skills with the ability to translate and present data
- Report writing skills
- Teaching and facilitating in relation to customer service and complaints
- Strong team management and leadership
Desirable
- Evidence of experience in user involvement activities and working with diverse communities with sensitivity for other cultures
Person Specification
Qulaifications
Essential
- Management Qualification/Degree
- Experience of Complaint Management and working in a customer care service
- Knowledge of Health Care Strategy
- Evidence of on-going personal and professional development
Desirable
- Experience of Datix system
- Experience of working in a PALs service
Experience
Essential
- Senior operational management
- Experience of working in a health care environment
- Understanding of NHS management of PALS and complaints services
- Able to work under pressure, prioritise tasks and work to deadlines
Desirable
- Setting strategic direction for services
Knowledge
Essential
- Sound analytical and reasoning skills with the ability to translate and present data
- Report writing skills
- Teaching and facilitating in relation to customer service and complaints
- Strong team management and leadership
Desirable
- Evidence of experience in user involvement activities and working with diverse communities with sensitivity for other cultures
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).
