Complaints and PALS Assistant

The Queen Elizabeth Hospital King's Lynn NHSFT

This job is now closed

Job summary

To assist and support the Complaints Service in the processing of complaints and concerns received by the Trust in accordance with the NHS Complaint Regulations, the Trust Complaints Handling Policy and Procedure and the PALS Operational Policy.

Main duties of the job

To act as a facilitator in relation to the concerns of patients, carers, families and visitors and to help negotiate resolutions to issues as speedily as possible.

To act as a visible contact point for patients, carers, families and visitors seeking support or information on all aspects of NHS services, including how to make a complaint about services the Trust provides. To refer patients on to external advocacy services either where requested to do so or where this is deemed appropriate.

About us

The Queen Elizabeth Hospital (QEH) King's Lynn is located near some of the most beautiful scenery in the UK, along the north Norfolk coast, and not far from Sandringham House.

We provide a comprehensive range of specialist, acute, obstetrics and community-based healthcare services to around 331,000 people across west and north Norfolk, in addition to parts of Breckland, Cambridgeshire and South Lincolnshire.

We have more than 4,000 staff and volunteers, approximately 530 beds, and a helipad for air ambulances. We work with neighbouring hospitals for the provision of tertiary services, including as part of regional partnership and network models of care, such as the trauma network.

In February 2022 the significant progress that has been made at QEH was recognised by the Care Quality Commission who rated the Trust as 'Good' in all of the core services they inspected. They recommended the Trust moves out of the recovery support system (formerly special measures).

Date posted

18 September 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,816 to £24,336 a year per annum, pro rata

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

426-695-23DC

Job locations

The Queen Elizabeth Hospital Kings Lynn

Gayton Road

Kings Lynn

PE30 4ET

Job description

Job responsibilities

For further information about this vacancy, please see the attached job description and person specification.

Job description

Job responsibilities

For further information about this vacancy, please see the attached job description and person specification.

Person Specification

Qualifications/training and professional development

Essential

Good general education to 1st Diploma level or equivalent
GCSE English - Grades A to C or 5 and above

Experience

Essential

A working knowledge of the NHS Complaints Procedure and the PALS Service
At least 1-year in a Customer Service setting

Desirable

Using Risk Management IT Systems, particularly DATIX and/or Datix WEB

Skills, abilities, and knowledge

Essential

Microsoft applications specifically, Word, Excel, and PowerPoint MS Outlook
Ability to work unsupervised and on own initiative
Ability to manage fluctuating deadlines
Ability to manage diary
Ability to work in partnership

Desirable

Understanding of medical terminology

Person Specification

Qualifications/training and professional development

Essential

Good general education to 1st Diploma level or equivalent
GCSE English - Grades A to C or 5 and above

Experience

Essential

A working knowledge of the NHS Complaints Procedure and the PALS Service
At least 1-year in a Customer Service setting

Desirable

Using Risk Management IT Systems, particularly DATIX and/or Datix WEB

Skills, abilities, and knowledge

Essential

Microsoft applications specifically, Word, Excel, and PowerPoint MS Outlook
Ability to work unsupervised and on own initiative
Ability to manage fluctuating deadlines
Ability to manage diary
Ability to work in partnership

Desirable

Understanding of medical terminology

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.