Patient Relations Lead

1 week ago


Birmingham, Birmingham, United Kingdom University Hospitals Birmingham NHS Foundation Trust Full time

We are seeking a skilled and compassionate professional to join our Patient Relations team at University Hospitals Birmingham NHS Foundation Trust. As part of a department that combines the Complaints service and PALS (Patient Advice and Liaison Service), this is an opportunity to work at the heart of patient experience, ensuring that the voices of patients, families, and carers are heard and acted upon to drive meaningful improvements in care.

Main Responsibilities
  1. Lead a dedicated Complaints team, managing all cases efficiently and in line with Trust policies and national regulations.
  2. Oversee the triaging, allocation, and resolution of complaints within allocated Clinical Delivery Groups (CDGs), providing quality assurance and ensuring compliance with key performance indicators (KPIs).
  3. Manage complex complaints directly, often involving sensitive and challenging situations, working closely with people making complaints, patients, families, and carers to resolve their concerns.

The ideal candidate will have:

About Us
  • A deep understanding of the complaints regulations and the Trust's Patient Relations policy and procedures.
  • Experience of collating, analysing and reporting complex data.
  • Experience of building effective contacts and networks.
  • Specialist knowledge of PALS and complaints practice, policies and compliance requirements.
  • An in-depth understanding of the issues and policies around inclusion.

Salary: £60,000 per annum (estimated based on location and industry standards). Benefits include flexible working arrangements, comprehensive training and development opportunities, and a commitment to staff health and wellbeing.



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