Pals and Complaints Officer

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 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.

Our Patient Experience Team is recruiting to this important public facing The role is sometimes, fast paced, difficult and not the average administration role. The post holder will regularly talk to people who are upset, confused and angry and you must have the skills to remain calm, professional, and supportive in challenging and emotionally charged circumstances. This is a challenging, but rewarding post, within a supportive team, focused on improving the experiences of people visiting our Trust.

Education Training and Personal Development

To identify own training and development needs and undertake appropriate training / education as required, supported by regular KSF’s.

To undertake appropriate training to enhance skills in delivering the service as required.

To promote the service by providing information, delivering presentations and supporting training. Assisting in the preparation of literature including leaflets and posters for both Trust staff and external groups.

To instigate and / or participate in PALS / Complaints service related projects as appropriate.

To have specialist knowledge of the PALS standards and Complaints regulations.

To participate in regular supervision with the team.
Service Development

To be responsible for implementing policies relating to PALS across the Trust.

To act as an early warning system for the Trust by monitoring problems arising from complaints and highlighting gaps in service provision that require service development.

To proactively inform departments of problems and supportive of bringing about change.

To act as a catalyst for change in order to resolve problems and change practice, enabling the PALS service to contribute to improving the quality and outcome of contact between patients and the Trust.

Receive complaints, both oral and written, ensuring they are acknowledged and processed according to the NHS complaints regulations and the Trust policy.

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

To undertake analysis of the data recorded for the purposes of identifying systems failures and common concerns including trend.
Communication

Key Relationships

Patients, carers and the general public

Line manager and other staff at all levels within the Trust

The Trust Communications team

PALS across the local health community and nationally

Complaints staff across the local health community and nationally

MP’s

Local health and social care agencies

Voluntary sector and advocacy organisations

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 build and maintain good working relationships with key stakeholders and the local community

To respond to requests for and provide accurate, good quality information for patients and users

To provide a sensitive and patient/carer focused approach

To facilitate wherever possible, a sympathetic and reasonable resolution causing minimum distress to all those involved

To receive and respond to queries / concerns of patients, their carers and relatives, acting independently to facilitate resolution of problems in the most effective and sensitive manner in line with the new national guidelines
Analytical and Judgemental Skills / Freedom to Act

To make judgments based on complex facts and situations that require assessment of a range of options in order to be able to giv