Pals & Complaints Coordinator

2 weeks ago


Ipswich, Suffolk, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time

Purpose of Role:

This means specific accountability to: Co-ordinate and facilitate the Trusts Complaints/PALS policy on behalf of the Trust and to act as a central point of contact for all concerns, complaints and compliments.

To provide a welcoming, professional and high quality Complaints/PALS service and environment encouraging patients, carers and visitors to access the service.

To ensure the service is accessible, friendly, compassionate and caring. Contribute to the fulfilment of schedules and meeting of deadlines to support Divisions and departments.

Act as an interface between complainants or PALS enquirers and Trust staff.

To build and maintain good professional working relationships with clinical and non-clinical staff across the Trust and beyond to ensure the speedy resolution of problems.

Deal tactfully and diplomatically in a professional and empathetic manner with distressed patients/relatives/carers and members of the general public wishing to raise concerns, acknowledging their heightened level of anxiety and overcoming difficulties with any language barriers.

Maintain the smooth running of the department ensuring targets for answering and responding to enquiries and concerns are met in line with local and national guidance.

Ability to be flexible and prioritise workload in accordance with the provision of a front line and responsive service. Receive complex, sensitive or emotive complaints, and acknowledge within the timeframe set by the Trusts Complaints Handling policy. Prepare a draft response as appropriate.

Undertake quality and formatting functions to ensure that complaint response letters are understandable, answer all the points raised and ensuring learning points and actions taken are identified.


Knowledge of the full range of administrative and secretarial procedures, including advanced keyboard skills, ensuring accurate and speedy production of documentation e.g.

correspondence, agendas, minutes, reports etc. For full details of the responsibilities and duties of this role please see the attached job description.

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