Patient Relations Manager

Buckinghamshire Healthcare NHS Trust

This job is now closed

Job summary

Management and co-ordination of the complaints and PALS functions for the Trust, in line with national and local Trust guidance and policy.Management and leadership of the Complaints and PALS teams.Provision of a senior level of expertise in the management of complaints.Lead responsibility for ensuring organisational learning from Complaints and PALS, and to demonstrate examples of change in practice.Management of the Trust translation service

Main duties of the job

Management and co-ordination of the complaints and PALS functions for the Trust, in line with national and local Trust guidance and policy.
Management and leadership of the Complaints and PALS teams.Provision of a senior level of expertise in the management of complaints.
Lead responsibility for ensuring organisational learning from Complaints and PALS, and to demonstrate examples of change in practice.
Management of the Trust translation service

About us

Listen to why colleagues think we are a great place to work! - BHT - A great place to work (buckshealthcare.nhs.uk)

What does Buckinghamshire Healthcare NHS Trust offer you?

As part of our BHT family, you'll benefit from learning and development opportunities to support your career progression.
We offer flexible and agile workingopportunities,alongside your NHS benefits ofgenerous annual leave entitlement, pension andaccess toNHS discount schemes.
We provide a range of health and wellbeing services to promote a healthy, happy workforce.

Why work for us?

We're committed to promoting inclusion and making sure all colleagues feel they belong. We encourage new colleagues from a diverse range of backgrounds to apply.
As an employer, we aim to create a workplace where differences are valued and colleagues treat one another with dignity and respect.
Greater diversity withinourBHT familyimprovespositive outcomes for the people and communities we serve.
A keen supporter of the Armed Forces Community who know the value of employing a service leaver/veteran and their families.

What do we stand for?

Our vision is to provide outstanding care, support healthy communities and be a great place to work.
Our mission is to provide personal and compassionate care every time.
Our care values are collaborate, aspire, respect and enable.

Date posted

13 June 2024

Pay scheme

Agenda for change

Band

Band 8a

Salary

£50,952 to £57,349 a year per annum pro rata

Contract

Permanent

Working pattern

Full-time, Part-time, Flexible working

Reference number

434-C6364762

Job locations

Stoke Mandeville Hospital

Aylesbury

HP21 8AL

Job description

Job responsibilities

For a comprehensive list of responsibilities and duties, please kindly refer to the Job Description and Person Specification by downloading the JD and PS attachment in the advert.

If you are an internal applicant there is the option for secondment, all applicants must have the endorsement/support of their line manager prior to application.

If you have a disability that makes submitting this online application difficult and would like assistance, please contact us on bht.recruitment@nhs.net quoting the vacancy reference number.

Job description

Job responsibilities

For a comprehensive list of responsibilities and duties, please kindly refer to the Job Description and Person Specification by downloading the JD and PS attachment in the advert.

If you are an internal applicant there is the option for secondment, all applicants must have the endorsement/support of their line manager prior to application.

If you have a disability that makes submitting this online application difficult and would like assistance, please contact us on bht.recruitment@nhs.net quoting the vacancy reference number.

Person Specification

EXPERIENCE

Essential

Previous substantial experience of having worked in complaints and PALS
Experience of managing staff and leading teams
Experience of having worked to performance targets.
Experience of having used analytical skills to produce necessary actions and reports.
Previous experience of managing change.
Experience of supporting organisational learning and change based on patient feedback and concerns

Desirable

Experience of working to national standards
Experience of designing and delivering learning events

SKILLS, ABILITIES & KNOWLEDGE

Essential

Able to communicate with all staff and public at all levels confidently, both verbally and in writing.
Able to explain information to others according to their understanding.
Able to manage service developments and implement change.
Excellent verbal and written skills including influencing, negotiation and leadership skills.
High level of computer literacy including MS Office software.
Able to prioritise workload and manage the team of complaints and PALS staff.
Ability to work under pressure with multiple priorities.
Understanding of data protection, patient confidentiality and equality and diversity.
Ability to build credibility by demonstrating the organisation's values, building trust with partners in the organisation and proactively contributing to organisational success.
Ability to write coherent reports, policies and processes.
Good presentation skills.
Proven networking skills on different levels, employing use of tact, influence and persuasion as appropriate.
Line management experience.
A positive approach to working with others in a team environment.
Strong influencer, able to contribute to shaping service strategies.

Desirable

Project management skills
Knowledge of Datix and the ability to collate comprehensive reports.

SPECIAL CIRCUMSTANCES

Essential

Able to travel to other sites

EDUCATION, QUALIFICATIONS & TRAINING

Essential

Degree Level or equivalent experience
Evidence of ongoing professional development
Knowledge and appreciation of strategies to overcome resistance to change.

Desirable

Evidence of leadership training

Person Specification

EXPERIENCE

Essential

Previous substantial experience of having worked in complaints and PALS
Experience of managing staff and leading teams
Experience of having worked to performance targets.
Experience of having used analytical skills to produce necessary actions and reports.
Previous experience of managing change.
Experience of supporting organisational learning and change based on patient feedback and concerns

Desirable

Experience of working to national standards
Experience of designing and delivering learning events

SKILLS, ABILITIES & KNOWLEDGE

Essential

Able to communicate with all staff and public at all levels confidently, both verbally and in writing.
Able to explain information to others according to their understanding.
Able to manage service developments and implement change.
Excellent verbal and written skills including influencing, negotiation and leadership skills.
High level of computer literacy including MS Office software.
Able to prioritise workload and manage the team of complaints and PALS staff.
Ability to work under pressure with multiple priorities.
Understanding of data protection, patient confidentiality and equality and diversity.
Ability to build credibility by demonstrating the organisation's values, building trust with partners in the organisation and proactively contributing to organisational success.
Ability to write coherent reports, policies and processes.
Good presentation skills.
Proven networking skills on different levels, employing use of tact, influence and persuasion as appropriate.
Line management experience.
A positive approach to working with others in a team environment.
Strong influencer, able to contribute to shaping service strategies.

Desirable

Project management skills
Knowledge of Datix and the ability to collate comprehensive reports.

SPECIAL CIRCUMSTANCES

Essential

Able to travel to other sites

EDUCATION, QUALIFICATIONS & TRAINING

Essential

Degree Level or equivalent experience
Evidence of ongoing professional development
Knowledge and appreciation of strategies to overcome resistance to change.

Desirable

Evidence of leadership training

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.