Complaints & Pals Lead

4 months ago

Surrey, United Kingdom Eden Brown Synergy Full time

**Complaints & PALS Lead**

I am working with a Public Sector Organisation based in Guildford, Surrey who are looking for a Complaints & PALS Lead for 1 months Initially with a scope for longer contract.

The role is full time, to start ASAP and paying up to £25.51 PAYE per hour.

**Job Purpose**

The post holder will manage the Trust's Complaints and Patient Advice & Liaison Service (PALS). Leading on the handling of concerns and complaints in line with Trust policy locally and developing Trust strategy in line with national requirements.

**Duties and Responsibilities**
- Manage the Complaints & PALS teams supporting personal development, monitoring performance and proactively addressing performance or employment issue that may arise in accordance with Trust Policies.
- Provide excellent leadership to the Complaints & PALS team in all aspects of complaints and concerns.
- The post holder will manage any recruitment and retention, sickness and absence, capability and disciplinary matters within the department, escalating to the Lead for Patient Experience where appropriate.
- Ensure consistent high performance against agreed timescales/performance indicators for responding to Complaints & PALS is achieved.
- Ensure internal Key Performance Indicators (KPI's) are met with regard to Complaints and Concerns and when they are not escalate as per Trust Policy.
- Prepare and deliver the monthly, quarterly and annual Complaints & PALS reports to the Trust Board in line National & Trust requirements.
- Prepare and present written and verbal reports to any relevant committee/group within the Trust.
- To manage and lead on the Trust's complaints strategy, ensuring the Trust's Complaints and Concerns Policy is reviewed and developed in line with current guidance. To manage and lead on the development of internal communications around complaints, ensuring any trends and patterns that emerge from complaints are shared appropriately.
- To manage the Trust's complaints handling process in a timely and effective way and in accordance with Trust policy by ensuring the following are carried out:

- Provide advice and information to patients, carers and staff requiring assistance with the complaints procedure
- Receive complaints and agree with the complainant how their concerns will be taken forward, identifying the key issues of the complaint and requiring responses from divisional staff.
- All complaints and concerns are registered on the complaints database and are acknowledged and investigated by appropriate individuals.
- Divisional staff provide their investigation reports in a timely manner to meet the response deadline.
- Complex and sensitive information provided from the divisions is assessed to ensure concerns raised have been addressed, and obtaining further clarification as required.
- Ensuring the final letter to a complainant provides a complete response to concerns raised prior to consideration by the Chief Executive.
- Complaint meetings are arranged when requested and are transcribed or recorded.
- Highlight any risks identified during the complaints process through the appropriate channels.
- Liaison with the PHSO when complaints are referred to them.
- Ensure complaints requiring a joint investigation with another Trust or organisation are managed through effective co-ordination and communication.
- Manage the workload of the complaints & PALS teams to ensure that the above can be achieved, managing priorities on a day-to-day basis and coordinating the workload of the complaints department ensuring an even distribution across the team.
- The post holder will develop and deliver training/educational materials and presentations through organised sessions to promote effective management of complaints for members of staff across the Trust.
- Plan and provide training for the Complaints and PALS as required.

**Knowledge & Skills**
- Demonstrable commitment to and focus on quality, promotes high standards to consistently improve patient outcomes
- Demonstrable skill to work together to serve our community through delivering safe and excellent clinical care
- Value diversity and difference, operates with integrity and openness
- Treating others with compassion, empathy and respect
- Share information openly and effectively with patients, staff and relatives
- Works across boundaries, looks for collective success, listens, involves, respects and learns from the contribution of others
- Uses evidence to make improvements, increase efficiencies and seeks out innovation
- Actively develops themselves and others
- Educated to degree level OR having management experience together with specialist knowledge of NHS complaints procedure
- Significant experience in a health/social care/community care or similar complex organisation
- Previous experience of managing a team
- Have an in depth knowledge of all aspects of the NHS complaints legislation, regulatory expectations and best practice including PHSO & CQC

Thank y

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