Head of Patient Advice and Liaison Service
2 weeks ago
We are seeking to recruit an exceptional Band 7 Patient Advice and Liaison Service (PALs) and Complaints manager.
A key role will be to manage systems and processes across the organisation to enable patients, families and their carers to provide feedback about their experience, including through the Friends and Family Test. The post holder will also be responsible for delivery of comprehensive Patient Information and Interpreting and Translation Services across the trust.
They will lead the team in providing a visible and effective PALs service by ensuring that patients, service users, carers and the wider public have access to timely and highly supportive, informative advice. Working closely with staff and divisional managers to resolve complaints and concerns they will ensure the best possible outcome for complainants and learning for the service involved.
We have a friendly, committed and motivated team who are passionate about delivering excellent customer service, acting as the patients advocate and resolving any complaints and concerns in an empathetic and proactive manner.
Our STAR values are at the heart of everything we do. You can expect to see them in the way we act and the way we treat each other. Our values make us who we are.
Service We will put our patients first
Teamwork We will work together
Ambition We will aspire to provide the best service
Respect We will act with integrity
1. Ensure that the trust has an accessible Patient Advice Liaison Service which is highly visible and effective in providing advice, support information and signposting services to patients, service users, carers, and members of the public and trust staff.
2. To provide a compassionate, efficient, and effective complaints and concerns management service ensuring that local and national processes and policies are met with a comprehensive and timely manner.
3. To facilitate accessible patient feedback across the whole patient journey including the Friends and Family Test (FFT), National surveys and ‘Care Reflections’ throughout the trust.
4. To provide reports and present where necessary on the Trusts complaint handling process and patient feedback via the Integrated Performance Report (IPR) and any committee groups as requested
Please find attached a full job description and person specification.
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