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PALS & Complaints Officer
2 months ago
Job summary
An exciting opportunity has arisen for a dynamic, motivated and professional individual to join the PALS and Complaints Team at University Hospitals Bristol and Weston NHS Foundation Trust. The role is part time working 26 hours per week.
The post holder will be responsible for independently managing their own caseload, which will include complaints management and providing advice, information and support to patients, their families/carers and members of the post holder, along with theother complaints officers,will be responsible for delivering complaints training to all levels of Trust you are able to work well under pressure and enjoy dealing directly with people we would like to hear from you. Previous experience of managing complaints is essential and ideally you will have experience of working in the NHS and in a customer focused role. Meticulous attention to detail and a high standard of written work is also paramount for this role. In return we can offer you a role where no two days are the same and which enables you to improve the experience of patients, visitors and carers who use our services.
Main duties of the job
Contribute to a high-quality integrated PALS and Complaints service for patients, carers and members of the public who want to make a complaint or are seeking information, help, advice and/or the resolution of concerns or enquiries.
About us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward- thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.
Job description
Job responsibilities
For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.
Person Specification
Qualifications and Training
Essential
NVQ Level 3 / Diploma level qualification or equivalent demonstrable experience Demonstrable experience in the field of complaints management, customer service, patient and public involvement and mediation
Desirable
Experience in mediation and facilitation
Knowledge and Experience
Essential
Experience in complaints handling Experience of working with clients and staff at all levels to resolve complaints or concerns Experience of cross-organisational and multi-agency working Experience of supporting individuals, in person and on the telephone, in expressing their views and/or concerns
Desirable
Experience of working in the NHS in a role with direct patient contact Experience of delivering training programmes Knowledge of healthcare in an NHS Acute Trust and an ability to understand how Trust policies and procedures impact on different groups of staff and patients
Skill and Abilities
Essential
A good understanding of legislation and regulatory frameworks, national and local policies relating to complaints and PALS services Highly motivated and resourceful Excellent communication and presentation skills, both written and oral, and the ability to liaise with staff at all levels Skilled in handling and conveying sensitive messages within a challenging environment Able to maintain high standards of diplomacy and confidentiality Excellent organisational skills and meticulous attention to detail Time management skills and the ability to manage conflicting demands when dealing with patients, their families and other staff at all levels Working knowledge of all Microsoft Office applications Ability to work independently and flexibly using own initiative and also within a team setting
Desirable
Knowledge of issues facing diverse communities