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Pals and Complaints Admin Assistant

3 months ago

Norwich, Norfolk, United Kingdom Norfolk and Norwich University Hospitals NHS Foundation Trust Full time

It is our ambition at NNUH to provide an outstanding patient and carer experience and we are now entering an exciting phase - the redesign of PALS & Complaints to provide a seamless, supported service for people raising concerns and to support an organisational culture of learning and improvement.


The PALS and Complaints service sits within the wider Patient Engagement & Experience Team at NNUHFT - we are a diverse, inclusive and nurturing team who will encourage you to bring your whole self to work with us.

We love diversity and we value your difference, your unique skills, knowledge and experience.

Becoming one of our people may realise your potential, helping us to raise our performance in delivering world-class healthcare to the diverse communities we serve.


We believe we will only truly improve our services through listening to and working with patients, carers and communities alongside colleagues - as collaborative improvers.


You will be a part of a new and growing team of individuals who are passionate about delivering an accessible and responsive service for patients and carers, keeping their voice at the heart of everything we do.


You will play a key role in honest and compassionate responses to concerns and complaints as well as sharing insights to aid continuous improvement and supporting the delivery of safe care along with an excellent experience of care.


The role ensures the efficient day to day running of the Patient Advice & Liaison Service (PALS) and Complaints Service; acting as an efficient and approachable support to enquirers contacting the service; resolving queries and supporting patients and families.


We are looking for individuals to join our dynamic team who are experienced in delivering a very high standard of customer service; both written and face to face and will be able to manage difficult situations with sensitivity, empathy and compassion.


The ability to follow and work closely to standard operating procedures and timescales is essential as is excellent IT, typing and administration skills.


We in return will be able to offer a supportive, compassionate and nurturing environment for you to develop and grow with us.

Some weekend and evening work may be required as part of this role.

Advert will close on: 10/04/23

Interview will be held on: 17/04/23

We can offer you the full range of NHS benefits/discounts and in addition:

  • Flexible working hours
  • Fast Track Staff Physiotherapy Service
  • Multi Faith prayer room
  • Discounted gym memberships
  • Excellent pension scheme and annual leave entitlement
  • Wagestream access up to 40% of your pay as you earn it
  • Free Park & Ride service direct to NNUH site
  • Free 24hours confidential counselling support
  • Onsite Nursery
  • Onsite cafes offering staff discounts
  • Support in career development
  • Flexible staff bank
  • Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
  • Support the PALS and Complaints team to deal efficiently and effectively with direct and indirect (i.e. telephone, face to face) enquiries from patients, all levels of medical and nursing staff, GPs, Social Services and other health professionals and staff. Record all enquiries, provided including routine and nonroutine information and nonclinical advice. Support resolving problems where possible. Communicate appropriately with patients who may be fearful, aggressive or have sensitive concerns needing reassurance and who may present difficulties in communication e.g. terminally ill patients, deaf patients, mentally ill patients and elderly confused patients.
  • Accurately record all correspondence. Generate routine and nonroutine correspondence independently.
  • Assist patients and their Carers by arranging translation/interpretation facilities.
  • Update DATIX and other internal systems. Assist the PALS and Complaints Team with data management utilising PAS and other departmental patient databases.
  • Assist PALS and Complaints cases and investigations, recording results and outcomes, escalating to senior staff as required.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.