Pals & Complaints Case Officer
3 months ago
If you would like to be part of a hard working and dynamic team to work with then please read on
A rare and exciting opportunity has arisen within the PALS & Complaints Team here at Stepping Hill Hospital.
We are seeking to fill the vacancy of a band 4 case officer.
To work in the PALS & Complaints Team in ensuring that all complaints and enquiries are thoroughly investigated and responded to within national and locally set timescales. The post holder will also interpret national guidance and be able to accurately inform, support and guide patients/relatives and staff through national and local policies that relate to the handling of complaints and enquiries.
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.
Our mission is to make a difference every day. Our values are that we care, we respect, and we listen
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
The salary for the role is only one part of the excellent package of benefits we offer to you:
Between 27-33 days of annual leave plus bank holidays
NHS pension scheme membership
Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
NHS Staff discounts
Cycle to work scheme
Salary finance - for loans, savings, budget planning and tips on managing debt
Stockport Credit Union
- for local financial advice
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 holder’s 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 Trust’s policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
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