Job summary

As the Complaints and PALS Manager, you will lead on the management of the Complaints and PALS Management systems working in conjunction with the Assistant Director of Patient Experience and Divisional Director of Nursing and Therapies. You will support the continuing improvement in patient experience and engagement across the trust embedding a culture of listening, partnership and learning through effective complaints and PALS management. You will liaise with local and national organisations in order to share and employ best practice, and act as a central reference point for all Customer service issues.

There are two key components of your role. One will be the effective management of complaints and working with divisions to support and embed a range of creative approaches to understand and learn from patient experience through complaints, analysis of themes and encourage a cycle of continuing improvement. The second is the effective management of the PALS function for the Trust in accordance Trust policy and guidance.

This is an exciting role and your commitment will be rewarded by excellent access to learning and development, together with mentoring and support. You must have significant experience in a patient and public facing role in an acute or community healthcare setting and should have experience in effectively managing and resolving patient concerns and complaints.

Main duties of the job

To lead on the management of the Complaints and PALS Management team and systems working in conjunction with the Assistant Director of Patient Experience and Trust wide and Divisional Lead.

To act as a central reference point for all Customer service issues and be responsible for the management of all complaints and PALS concerns.

About us

Central London Community Healthcare (CLCH) is one of the largest community healthcare organisations in London and Hertfordshire, providing our services to diverse communities/boroughs in 11 London Boroughs – Barnet, Brent, Ealing, Hammersmith & Fulham, Harrow, Hounslow, Kensington and Chelsea, Merton, Richmond, Wandsworth, Westminster – and Hertfordshire.

Just as we care about our patients’ wellbeing, we care about yours!

We can offer you:

  • A comprehensive induction into the community service followed by a local induction to introduce you to the role
  • Single occupancy accommodation in Central London – (we can help you find accommodation in London, support you with your deposit)
  • Car lease scheme *T&C’s apply
  • Flexible working options
  • Annual travel card loan
  • Training, support and development in your career

As an NHS trust, we are committed to equal opportunities and ensuring equality and diversity in the workplace.

We have a number of staff networks: Disability and Wellbeing Network (DAWN), Race Equality Network and the Rainbow Network which supports LGBT+ staff. Each network has a champion who is an executive director at the Trust and they hold regular meetingsto discuss issues andmake plans to improve CLCH .

Date posted

17 April 2023

Pay scheme

Agenda for change

Band

Band 7

Salary

£49,036 to £55,049 a year Per Annum inclusive of HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

824-CORP-2802

Job locations

L5 Patient & Public Engagement

London

SW1E 6QP

Job description

Job responsibilities

  • To develop, co-ordinate and monitor effective policies/procedures to handle complaints, comments, and compliments across the Trust, in line with national guidance and best
  • To manage complaints received from patients, service users and relatives in a timely and courteous manner.
  • To develop a range of information materials for patients, service users and staff
  • To ensure that guidance and advice is clear for patients, service users and relatives on how to feedback on or complain about the Trusts
  • To ensure that users of the complaints service are aware of the complaints process, using the most appropriate communication methods throughout the process and assessing the effectiveness of these methods.

Please see attached Job Description and Person Specification for full roles and responsibilities

Job description

Job responsibilities

  • To develop, co-ordinate and monitor effective policies/procedures to handle complaints, comments, and compliments across the Trust, in line with national guidance and best
  • To manage complaints received from patients, service users and relatives in a timely and courteous manner.
  • To develop a range of information materials for patients, service users and staff
  • To ensure that guidance and advice is clear for patients, service users and relatives on how to feedback on or complain about the Trusts
  • To ensure that users of the complaints service are aware of the complaints process, using the most appropriate communication methods throughout the process and assessing the effectiveness of these methods.

Please see attached Job Description and Person Specification for full roles and responsibilities

Person Specification

Education/Qualification

Essential

  • Educated to degree level or equivalent.
  • Evidence of continuous professional development relating to customer service.
  • Post-graduate qualification in quality, risk management, healthcare governance or healthcare management.
  • Conflict Resolution Training (or similar).
  • Root Cause Analysis Training or equivalent experience.
Person Specification

Education/Qualification

Essential

  • Educated to degree level or equivalent.
  • Evidence of continuous professional development relating to customer service.
  • Post-graduate qualification in quality, risk management, healthcare governance or healthcare management.
  • Conflict Resolution Training (or similar).
  • Root Cause Analysis Training or equivalent experience.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.