Job overview
As a PALS and Complaints Officer, you will be a key point of contact for patients, their families, carers and representatives, visitors and the public, trust staff, and external agencies. You will receive and respond to enquiries, feedback, and complaints about the services provided by the Trust, ensuring that every concern is managed with sensitivity, professionalism, and in accordance with NHS complaint standards and statutory requirements.
You will have:
1. Excellent communication and interpersonal skills, with the ability to manage sensitive conversations and build rapport.
2. Experience in effective complaints handling in the NHS
3. Strong organisational skills and attention to detail.
4. Commitment and understanding to upholding confidentiality and data protection standards.
5. Ability to provide clear advice to complainants including signposting to advocacy support and support team, divisions and staff and other organisations involved in handling and responding to feedback and complaints.
6. The skills to de-escalate situations where possible and escalate urgent concerns promptly.
7. The skills to identify trends, root causes, and lessons learned; report and share findings to drive service improvements
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Main duties of the job
The PALS and complaints officer will work as part of the PALS and complaints team to provide a key point of contact for patients, visitors, relatives, carers and their representatives, trust staff and external agencies/stakeholders to receive and respond to feedback about the services provided by the trust.
The PALS and complaints officer is responsible for ensuring that feedback and complaints are managed in a sensitive and timely manner supporting the effective delivery of the trust’s complaints and feedback policy with a focus on early resolution in accordance with the NHS complaint standards and with the NHS complaints procedure and statutory requirements.
The PALS and complaints officer will provide support to the PALS and complaints support officer/s and other members of the team and work closely with complainants, clinical and non-clinical staff within the divisions and external stakeholders providing support and clear guidance to achieve the best possible outcome and local resolution, making sure that learning from feedback is shared for improvement.
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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
Please refer to the Job description for further detail of the main responsibilities of the PALS and complaints officer
Person specification
Training and Qualifications
Essential criteria
8. •Educated to degree level or equivalent knowledge and skills gained through any combination of alternative study, employment or voluntary work
9. •Evidence of personal development
Experience and Knowledge
Essential criteria
10. •Experience in an NHS customer facing role, handling feedback and complaints
11. •PC literate, proficient in Microsoft office applications and experience of using Trust IT systems such as Inphase, Netcall
Skills and Ability
Essential criteria
12. •Strong verbal and written communication skills, including handling sensitive issues and overcoming communication barriers
13. •Capable of managing conflicting priorities and a varied and unpredictable workload
14. •Attention to detail producing accurate and concise correspondent and reports within set timescales.
other role specific
Essential criteria
15. •Ability to work across the Trust sites when required to ensure the needs of the service are met.
16. •Ability to work remotely/at home to support team working arrangements