Complaints and Pals Assistant

3 weeks ago


King's Lynn, United Kingdom The Queen Elizabeth Hospital King's Lynn NHS Foundation Trust Full time

To assist and support the Complaints Service in the processing of complaints and concerns received by the Trust in accordance with the NHS Complaint Regulations, the Trust Complaints Handling Policy and Procedure and the PALS Operational Policy.
To act as a facilitator in relation to the concerns of patients, carers ,families and visitors and to help negotiate resolutions to issues as speedily as possible.
To act as a visible contact point for patients, carers, families and visitors seeking support or information on all aspects of NHS services, including how to make a complaint about services the Trust provides. To refer patients on to external advocacy services either where requested to do so or where this is deemed appropriate.

To support the provision of a personal, visible and accessible Customer service
To accurately record all contacts, interventions and outcomes onto the Trust risk management database.
To be responsible for escalating a concern where patient safety is at risk
To receive concerns, compliments and feedback from patients, carers, families and visitors
To provide impartial advice and information to patients, carers and visitors to the Trust
To undertake the work as done administration of complaints received by the Trust.
To assist in the promotion of the service both internally and externally to the organisation.

The Queen Elizabeth Hospital (QEH) King's Lynn is West Norfolk has a superb unspoilt coastline with pretty villages, all with their own individual charm. The medieval port of King's Lynn has some very interesting architecture.

We provide a comprehensive range of specialist and general acute services to around 331,000 people across West and North Norfolk, in addition to parts of Breckland, Cambridgeshire and South Lincolnshire. We have more than 4,000 staff and volunteers and approximately 500 beds on a single site. Some specialist services and clinics are provided in community facilities, such as the North Cambridgeshire hospital in Wisbech. We work in partnership with neighbouring hospitals for the provision of tertiary services.

In February 2022 the QEH the Care Quality Commission rated the Trust as 'Good' in all of the core services they inspected, and recommended the Trust moves out of the recovery support system (formerly special measures).

We are delighted to have been added to the New Hospital Programme - and we look forward to bringing a new Queen Elizabeth Hospital (QEH) to King’s Lynn and West Norfolk which is nothing less than our patients, local communities and staff deserve.

For further details about this post, please see the attached job description and person specification.

To support the provision of a personal, visible and accessible Customer service
To accurately record all contacts, interventions and outcomes onto the Trust risk management database.
To be responsible for escalating a concern where patient safety is at risk
To receive concerns, compliments and feedback from patients, carers, families and visitors
To provide impartial advice and information to patients, carers and visitors to the Trust
To undertake the work as done administration of complaints received by the Trust.
To assist in the promotion of the service both internally and externally to the organisation.
Communication
- To assist and respond appropriately to patients, families, carers and visitors, both on the telephone and in person in a tactful, compassionate, and confidential manner.
- To provide non-clinical advice to patients, relatives, and carers regarding the NHS Complaints process.
- Provide a 'front-line' problem solving facility by:
Complaints & PALS Assistant B3
The Queen Elizabeth Hospital King’s Lynn NHS Foundation Trust September 2023
a. Dealing with the concerns of patients, families carers and visitors received both on the telephone and face to face.
b. Communicating effectively with the public and staff alike at all levels.
- To advise complainants of the options open to them when making a complaint

Personal and People Development
- To support the Complaints Service delivering training on complaints handling, including participating in complaints and PALS awareness training for specific Departments as requested.
- To work with all bands of staff throughout the Trust to raise their awareness of the support offered by the Complaints Service and the formal complaints procedure.
- To develop proactive working relationships with other staff employed within the Patient Experience Directorate to support and facilitate the development of a safety culture within the Trust.
- To support the Complaints Service in delivering dayto-day responsibilities.

Health, Safety and Security
- To attend all mandatory training sessions, including Health & Safety, Back-care and Fire.
- To support the Departmental Risk & Governance Leads

Service Development
- To support the Complaints Service with administrative support with the policies and processes to meet the standards as outlined i



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