Pals and Complaints Officer

4 weeks ago

London, United Kingdom Lewisham and Greenwich NHS Trust Full time

The post holder is accountable to the Deputy Director of Governance and Clinical Quality but reports to the PALS/Complaints Manger.

The post holder will respond to compliments, concerns and complaints relating to services offered by Lewisham Healthcare NHS Trust. The post holder will ensure that all cases are managed in a sensitive and timely manner through close working with clinical and non-clinical staff across the Trust.

The post holder will ensure statutory and organisational requirements are met, that complaints are investigated thoroughly and impartiality and that all complainants receive a full, high quality and timely response in accordance with the Department of Health’s key principles of complaints handling:
1. Listening

The initial contact with someone who has concerns or wishes to complain about our services is key. It is important to:
Make sure that you really understand the issues

Find out what they want to happen as a result

Obtain the right information to assess the seriousness of the complaint

Agree a plan and timescale at the outset

Maintain regular communication

Act quickly if you can

To act as a facilitator in relation to the concerns and comments of patients, clients, their carers and relatives relating to Trust services and negotiating solutions on behalf of the service user.

To record in writing telephone calls and meetings with service users, carers and the public.

To empower service users, carers and the public and facilitate choice by providing information and signposting to other relevant services.

Build and maintain good relationships with clinical and non-clinical staff across the Trust.

Build and maintain good relationships with key stakeholders and the local community

Participate in community outreach work to publicise the role of the PALS/Complaints department.

Act autonomously on a day to day basis, referring to the PALS/Complaints Lead as required.

To co-ordinate implementation of service user and carer feedback mechanisms

To ensure that systems are in place to communicate key issues PALS/Complaints service to those outside the Trust

To ensure that all Trust staff are aware and informed of the key functions and purpose of PALS and Complaints Department

To be knowledgeable of and able to advise service users on the principal issues in delivery of Community Health Services.

To organise / co-ordinate / attend relevant meetings, representing the team and disseminating information as appropriate.

Lewisham and Greenwich NHS Trust is a community focused provider of local and acute care, providing high quality services to over one million people living across the London boroughs of Lewisham, Greenwich and Bexley. With a turnover of around £700 million, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham and a range of community settings in Lewisham. We also provide some services at Queen Mary’s Hospital in Sidcup.

As an organisation, we’ve made significant improvements for patients and staff in the last two and-a-half years. This is reflected in our most recent Care Quality Commission (CQC) inspection (from February 2020), which found improvements across the organisation and gave us an improved rating of “Good” in the Well-Led and Effective domains, in addition to the rating of “Good” that we had already achieved in the Caring domain. Our staff culture change programme has been key to the Trust’s improvement journey, as we’ve stabilised our workforce by reducing vacancy rates and improving staff retention. We’ve also significantly increased the representation of minority ethnic leaders across our clinical and corporate teams.

To act as the first point of contact for persons wishing to raise a complaint.

To advise the public on the Trust’s Complaints Procedure.

To record in writing complaints raised, initiate and oversee their investigation and resolution, in line with the Complaints Procedure.

To ensure the timely processing and response to complaints according to the Complaints Procedure and Departmental performance requirements, in liaison with managers.

Formulate written responses to complaints ensuring that all aspects of the complaint have addressed, the inclusion of apologies where appropriate and service improvements.

To oversee and support managers and staff in the investigation of complaints and produce comprehensive complaint responses for the Chief Executive.

Organise and chair meetings between staff and patients, carers and relatives. Use audio recording equipment if consent has been obtained from all parties.

To record telephone calls and meetings with complainants and produce accurate and concise reports.

To follow up any changes to procedure to ensure the link with Trust wide and local practice governance procedures and to ensure any changes coming out of Complaints/PALS issues are addressed.

To adapt procedures within the Trust in response to legislative changes.

Produce r

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