Complaints Co-ordinator

Support the PALS Lead in the planning, management and co-ordination of the complex complaints process, with other professionals and agencies, including the Parliamentary Health Service Ombudsman.

The post holder will work with Directorate Management Teams to ensure that there are robust administrative processes in place to ensure all complaints are responded to in a timely manner as per the trust’s complaints policy. They will also contribute to the reporting and analysis of complaints to support delivery of Board and national reports.

A key part of this role will be receiving and managing action plans relating to complaints, working within the PALS team function to draw themes from these across Friends and Family feedback, Real Time Feedback and National Patient Surveys. The post holder will also form part of the PALS Outreach Service, which will involve regular ward visits.

Please see attached Job description and person specification for full details of roles and responsibilities.

Salisbury NHS Foundation Trust (SFT) is an innovative hospital with a proud heritage and over 250 years of experience behind us. Here we’re driven to deliver an outstanding experience for everyone and have been well regarded for the quality of care and treatment we continue to provide for our patients and also our staff.

We are an acute Trust, rated “Good” by the CQC, with a track record of high performance providing regional and super regional specialist services such as: Burns, Plastics & Reconstructive Surgery, Wessex Regional Genetics Laboratory, Wessex Rehabilitation, Spires Cleft Centre and the Duke of Cornwall Spinal Treatment Centre. We have about 470 beds and employ over 4000 staff.

We support flexible working and will consider requests taking into account the needs of the service. We think working here is pretty rewarding. You can access a range of NHS discounts, receive a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme. On-site benefits include car parking (fee applies), leisure centre, day nursery and holiday play scheme.

Please see attached Job description and person specification for full details of roles and responsibilities.