Job overview
Are you organised, approachable, and passionate about supporting patient experience? We are looking for someone to join our PALS and complaints team to provide proactive and efficient administrative support, ensuring the timely and accurate handling of enquiries, feedback and complaints from people who use our services, their representatives, and the public.
Main duties of the job
This is a key role supporting a positive experience for everyone who interacts with the Trust and it's services. You will provide essential administrative support, enabling the team to operate efficiently and effectively, ensuring that enquiries, feedback and complaints are managed in a timely manner with care and professionalism.
Organised with attention to detail, a competent IT user and able to manage multiple priorities you will help us to provide clear advice and guidance and oversee standardised elements of the Trust complaints process to ensure we fulfil the requirements of the NHS complaints procedures and Trust policy.
The PALS and complaints team are the first point of contact for people who use our services and their representatives. You will use your interpersonal and communication skills to respond to complex and sometimes emotional situations—whether over the phone, via email, or in person.
You will develop close working relationships with staff across the trust, helping us to achieve the best possible outcome for everyone using our services, making sure that learning from the feedback we receive is shared for improvement.
Working for our organisation
Our vision is to provide outstanding care for every patient. Patient care is at the heart of what we do at our three sites: Basingstoke and North Hampshire Hospital, Royal Hampshire County Hospital in Winchester and Andover War Memorial Hospital. Hampshire Hospitals NHS Foundation Trust provides medical and surgical services to a population of approximately 600,000 people across Hampshire and parts of West Berkshire.
Our cultural ambition is to have a culture that places people at the heart of all we do, where we all belong, and where learning, improvement and excellence thrive.
We provide specialist services to people across the UK and internationally. We are one of only two centres in the UK treating pseudomyxoma peritonei (a rare form of abdominal cancer) and we are leaders in the field of tertiary liver cancer and colorectal cancer.
The trust employs more than 9,000 staff and has a turnover of over £500 million a year. As a Foundation Trust, we are directly accountable to our members through the governors. The Council of Governors represent the interests of their constituencies and influence the future plans of the Foundation Trust.
Your Next Career Move Made Easier – Accommodation May Be Offered
We understand relocating can be a big step. Hampshire Hospitals may be able to provide accommodation options for successful candidates, depending on availability. If this something you would like to explore please contact on 02080 360017
Detailed job description and main responsibilities
Ensuring timely, accurate handling of enquiries, feedback and complaints, providing a key point of contact to receive and respond to initial enquiries and feedback about the services provided by the trust, via phone, email or in person.
Provide clear, non-clinical information and signposting, dealing with sensitive situations in a calm and professional manner, de-escalating situations where required and escalating urgent concerns promptly.
Responsible for the administration of standardised processes to meet the requirements of the NHS complaints regulations (2009) including processes for acknowledgment, consent and records management on InPhase and supporting the Chief Executive signing process of local resolution responses within the designated and agreed timescales.
Provide general administrative and office duties for the PALS and complaints team and the wider patient experience team including co-ordinating information requests, data entry, raising orders, managing post and circulars, updating information, support for team meetings, improvement projects, and events.
Person specification
Training and Qualifications
Essential criteria
1. •A good standard of general education with GCSE English language Grades A-C) or comparable relevant work experience
2. •Evidence of personal development and commitment to continuous improvement
Desirable criteria
3. •NVQ Level 3 Administration or equivalent qualification within administration/Customer service or equivalent experience
4. •ECDL/ICDL or other information technology/word processing qualifications
role specific
Essential criteria
5. •Ability to work across Trust sites and work remotely to support team working arrangements
6. •Flexibility and adaptability to changing situations
Experience and knowledge
Essential criteria
7. •Experience in a customer-facing or administrative role, within the NHS or a similar environment.
8. •Knowledge and experience of a wide range of administrative procedures and proven implementation capability
9. •Experience of working to deadlines and prioritising workload in a team environment
Desirable criteria
10. •Experience of using Trust IT systems such as Netcall, InPhase and patient systems
11. •Knowledge and understanding of the NHS complaints procedures, the Patient Advice and Liaison Service (PALS) and other sources of feedback about the services we provide.
Skills and Abilities
Essential criteria
12. •Excellent interpersonal and communication skills, with the ability to handle sensitive situations.
13. •Strong organisational skills, detail oriented and able to manage multiple priorities and deadline
14. •Computer and IT literate and competent user of Microsoft office applications
Desirable criteria
15. •Customer service and /or communication skills training