Pals & Complaints Case Officer

5 months ago


Stockport, United Kingdom Stockport NHS Foundation Trust Full time

Provide advice to patients and/or their representatives on all aspects of the NHS complaints procedures. Escalate to relevant divisions and managers on behalf of patients and their representatives when problems and concerns are highlighted. Explore patient/staff needs by using sensitive questioning, active listening and counselling skills in order to solve problems, overcoming barriers to understanding in order to achieve positive outcomes, build rapport and provide emotional support throughout. Identify when consent is required in order to investigate and respond thoroughly to a complaint, taking appropriate action to achieve this and seeking advice from the PALS & Complaints Manager when required.

Ensure that the Trust Risk Management policies and protocols are followed and promoted within the post holders work areas and within divisions when concerns are highlighted. The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing the Trusts policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.



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