PALS & Complaints Officer

Job Description

Job Summary:
The PALS & Complaints Officer plays an integral role in delivering an excellent frontline support service by listening, managing, and learning from patient experiences to improve the quality of services we provide. The post holder will perform a range of tasks related to the administration and coordination of complaints and other feedback, ensuring compliance with relevant legislation and guidance. Additionally, the role involves providing high-quality, responsive assistance to the general public and external organizations through the Patient Advice and Liaison Service.

Main Duties of the Job:
Manage a caseload of enquiries and complaints, ensuring accurate documentation and progress tracking.
Support initiatives within service areas that focus on improving patient experience.
Maintain corporate records of complaints, concerns, compliments, and comments using the Trust's Datix risk management system.
Liaise with representatives from the Parliamentary & Health Services Ombudsman, Social Services, General Professional Councils, Advocacy Services, and other relevant external parties as necessary.
Deliver responsive assistance and signposting services to the general public and external organizations.

Person Specification:
Values:
Demonstrable ability to meet Trust values

Education & Qualifications:
Essential: Educated to diploma/degree level or equivalent experience

Skills & Abilities:
Essential:
Excellent interpersonal and networking skills
Excellent communication (written and verbal) and listening skills
Ability to work autonomously and make independent decisions
Good organization and attention to detail, with the ability to manage workload to defined deadlines
Highly developed IT skills, including proficiency in Microsoft Office packages and databases (Outlook, Excel)
Empathy, negotiation, and conflict resolution skills to manage and deescalate potentially difficult situations
Desirable:
Experience working with health-related terminology and concepts, and knowledge of patient record systems

Experience:
Essential:
Significant experience in handling NHS complaints and working within the NHS complaints process.
Experience in analyzing problems and providing solutions within a healthcare setting.
Experience in dealing with distressed patients and service users.
Experience in working with professionals from various healthcare backgrounds to deliver outstanding patient care
Desirable:
Understanding of quality improvement methodologies.
Experience with NHS patient record systems.

Other Requirements:
Essential:
Commitment to Continuous Professional Development.
Understanding of confidentiality, information governance, and the Data Protection Act.
Knowledge of issues surrounding equality of access, clinical governance, and patient engagement methodologies.
Highly motivated, resourceful, and able to secure cooperation from colleagues at all levels.
Ability to maintain high standards of diplomacy and confidentiality.
Patience and the ability to remain calm in stressful situations.
Ability to convey complex information to anxious and distressed patients and appropriately manage frustrations that may manifest as verbal aggression.