Job overview
As a Complaint and Concerns Officer, working in PALS, you will be the first point of contact for patients, carers, and families seeking advice, support, or to raise concerns. You will play a vital role in ensuring that patient voices are heard and responded to with empathy and professionalism.
This secondment is a good development opportunity for someone currently at Band 4 or already in a Band 5 role - such as an Allied Health Professional (AHP), a Nurse or Health Care Scientist, who is looking to gain valuable experience in patient experience and liaison work.
Please seek permission from your current line manager before applying for this secondment.
Main duties of the job
• Provide timely and compassionate responses to patient, family and carer enquiries and concerns.
• Support the complaints and concerns process in line with Trust policies.
• Liaise with clinical and non-clinical teams to resolve issues and improve patient experience.
• Maintain accurate records using Datix and other Trust systems.
• Contribute to service improvement initiatives and team development.
Working for our organisation
To find out more about what it is like to work for our Trust please visit the following link:
Our benefits
We offer a range of benefits to support our staff including:
1. Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
2. 27 days holiday rising to 33 days (depending on NHS Trust service)
3. A generous relocation package of up to 30% of salary (capped at £18k) to support with relocation expenses for hard to fill positions where relocation would be an expectation to undertake the role fully. If you would like to discuss a potential relocation package, please speak to the recruiting department/manager.
4. A variety of different types of paid and unpaid leave covering emergency and planned leave
5. Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme
6. NHS Car Lease scheme and Cycle to Work scheme
7. An extensive range of learning and development opportunities
8. Discounts on restaurants, getaways, shopping, motoring, cinema and finance from a range of providers
For further information on the fantastic range of benefits we offer please visit the Trust's dedicated Staff Benefits pages.
Detailed job description and main responsibilities
A full description of the role is available in the attachment: job description.
Please note that if a high number of applications are received this advert may close early. You are advised to submit your application at the earliest opportunity.
Working for the Trust
Across our organisation, people are guided by values that were co-developed with staff: we are kind; we are open; and we pursue excellence.
Our values play into our ambition to develop a more diverse workforce, truly representative of our communities. We welcome applications from everyone, while working with our Staff Networks - including our Race Equality, LGBTQ+, Disability and Carers Networks - to increase the number of applications we receive from different backgrounds. If there is anything we can do to make our application process more accessible to you, please contact: .
As part of seeking to become more inclusive, we will consider requests for flexible working from the start of your employment. It may not be suitable for every role, but we will try and be supportive where we can. We would encourage you to speak to the recruiting manager named within this advert to discuss any requirements you may have.
Armed Forces Friendly Employer
We are holders of the Gold Award from the Defence Employer Recognition Scheme, which is helping actively promote SaBRE - Supporting Britain’s Reservists and Employers. This means that we have made a statement of intent to support all Defence personnel, including with applications for employment.
Person specification
Education, Qualifications and Training
Essential criteria
9. Degree or equivalent level of knowledge and experience
10. Evidence of sound writing ability – clarity and sensitivity
Skills and Attributes
Essential criteria
11. Ability to analyse information and evaluate complex complaints