Pals & Complaints Officer - Band 4

3 weeks ago

Coventry, United Kingdom Coventry and Warwickshire Partnership NHS Trust Full time

Enthusiastic, compassionate, hardworking does this describe you? We are looking for a dynamic individual to join our team and support us with advising, patients, families and carers to get the best outcomes for them.

The successful applicant will have excellent listening and communication skills and experience of working in a NHS PALS & Complaints or customer service environment. They will be well organised, with the ability to prioritise a varied workload, tactfully approach difficult situations and work without supervision.

The post holder will act as a facilitator in relation to patients, carers and families concerns, helping to resolve them quickly and efficiently. You will be expected to actively take part in visits to community and inpatient services to promote easy access to the service for all.

To assist in the provision of an accessible and responsive Complaints, Compliments and PALs Service for patients, carers and members of the public on behalf of the Trust. To act as the first point of contact for the public providing a front line complaint and information service

To provide an efficient, prompt and approachable support service to individuals, patients and carers by providing accurate information about the services provided by the Trust. Where necessary advise and support individuals to access alternative sources of information including advocacy services or other healthcare organisations or voluntary sector services relevant to their needs.

To maintain filing / indexing systems for the department (both paper and electronic), including confidential files, as required, in accordance with Information Governance and Records Management policies and practice

To prepare, maintain and collate accurate and contemporaneous records of all concerns raised by individuals including outcomes and actions take, including details of actions taken.

To provide and receive complex, sensitive and contentious information where agreement or co-operation is required and where there can on occasion be barriers to understanding using, empathic or re-assurance skills.

To act as a facilitator in relation to patient and carer concerns, helping to resolve them quickly and efficiently.

At Coventry and Warwickshire Partnership NHS Trust (CWPT) we deliver a wide range of physical, mental health, learning disability and autism services, and are proud to serve communities across Coventry, Warwickshire and beyond.

At CWPT we put ‘people at our heart’; this ethos is at the centre of everything we do and how we do it. We care for our staff and colleagues as much as they care for others. We have an extensive wellbeing package to support our staff both in and out of work and we offer generous annual leave entitlement. With excellent training and development opportunities, we believe in growing our talent to be the best they can be and strive to promote from within the organisation. We listen to the feedback of our staff and service users, to ensure everyone has a voice and is recognised and valued for their contribution.

We’re always on the lookout for people who share our passion for improving the lives and wellbeing of people in our community, as well as our values of compassion, collaboration, excellence, integrity and respect.

The service received an overall rating of Good by the CQC and an Outstanding for care and compassion of which we are rightly proud. We have also been recognised both locally and nationally by receiving awards for the services we provide.

To provide an efficient, prompt and approachable support service to individuals, patients and carers by providing accurate information about the services provided by the Trust. Where necessary advise and support individuals to access alternative sources of information including advocacy services or other healthcare organisations or voluntary sector services relevant to their needs.To act as a facilitator in relation to patient and carer concerns, helping to resolve them quickly and efficiently.

To analyse and assess the problem being presented and develop the most effective approach to its solution in conjunction with the person raising the concern.

To support and assist with the launch and implementation of PALS and Complaints active engagement programme across the Trust.

To promote the PALS and Complaints service and support training across the Trust.

To work with staff and agencies to access and action the most effective solution. This will involve immediate action to raise issues with frontline staff delivering the service.

Please note many Trust interviews take place through Microsoft Teams, this can be downloaded either through the App Store or Google Play for use on your phone/tablet.

For more information on this role please see the attached support information. This will give you a better overview of the job role and requirements.

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