Patient Advice and Complaints Support officer | Calderdale and Huddersfield NHS Foundation Trust

Overview To provide professional and effective administrative, practical service support, and quality improvement support to the Complaints and PALS Team. To contribute to the delivery of an outstanding, responsive, and integrated Patient Advice and Liaison Service for patients, carers, and members of the public who want to make a complaint, raise a concern, log a compliment, provide feedback, or access advice/information/signposting. The post holder will report to the Head of PALS and Complaints / Manager of PALS and Complaints. Key Relationships Patient Experience Team Legal Service Team Quality & Risk Team Clinical Teams Trust wide Administrative Teams Trust wide Responsibilities Resolve and respond to enquiries from staff and members of the public/service users and manage own caseload independently, being responsible for all administrative duties in relation to own caseload, with the ability to prioritise without direct supervision. Provide a responsive service to all initial contact and referrals received by the service and provide an immediate/on the spot response to simple information, enquiries or advice requests. Undertake administrative tasks to a timely and high standard e.g. written correspondence and managing incoming correspondence. Receive telephone calls from the public and external organisations, prioritise messages, exercise initiative with regard to necessary action, using sensitivity and tact. Extract data from the reporting system and assist with the production of reports. Liaise with all levels of staff, including senior clinical staff and managers, other PALS and Complaints Services and external organisations to resolve concerns, complaints, and enquiries. Collate information, including medical records when needed, to support service functions for example inquests or requests for information from the Parliamentary and Health Service Ombudsman (PHSO). Analytical and Judgemental Skills The post holder will use their own judgement to find solutions through the use of analytical and problem‑solving skills. Planning and Organisational Skills Plan and organise own time and work efficiently and adhere to deadlines to enable the smooth running of the department. Ensure all messages are relayed as quickly as possible to appropriate staff and their teams. Keep data/information systems up to date and store information correctly and safely. Clinical Duties There are no clinical duties required in this post. Managerial Duties There are no supervisory responsibilities required in this post. Managing Self Participate in regular supervision. Attend all mandatory training. Develop and agree your own development plan with your Line Manager using the Trust appraisal process. Comply with all Trust policies, procedures, and protocols. Carry out duties with due regard to the Trust’s Equal Opportunity policy. Seek advice and support from Line Manager whenever necessary. Maintain professional conduct including appearance at all times. Form good working relationships with all staff. Responsibility for Patient Care Provide non‑clinical and non‑legal advice and information to patients, their families/carers and members of the public. Responsibility for Policy / Service Development / Quality Improvement Follow policies relevant to own role. Contribute to the development and changes to practice or procedures in line with own area of work. Contribute to the quality improvement of care for patients, carers and their families. Responsibility for Financial and Physical Resources Observe a personal duty of care in relation to equipment and resources. Report faulty equipment. This job description is an outline only and is not definitive or restrictive in any way. It will be regularly reviewed and may be amended in the light of changing circumstances following consultation with the post holder. This advert closes on Friday 21 Nov 2025. #J-18808-Ljbffr