Complaints and PALS Assistant King's Lynn, England
Job description
To assist and support the Complaints Service in the processing of complaints and concerns received by the Trust in accordance with the NHS Complaint Regulations, the Trust Complaints Handling Policy and Procedure and the PALS Operational Policy.
To act as a facilitator in relation to the concerns of patients, carers, families and visitors and to help negotiate resolutions to issues as speedily as possible.
To act as a visible contact point for patients, carers, families and visitors seeking support or information on all aspects of NHS services, including how to make a complaint about services the Trust provides. To refer patients on to external advocacy services either where requested to do so or where this is deemed appropriate.
The Queen Elizabeth Hospital (QEH) King’s Lynn is located near some of the most beautiful scenery in the UK, along the north Norfolk coast, and not far from Sandringham House.
We provide a comprehensive range of specialist, acute, obstetrics and community-based healthcare services to around 331,000 people across west and north Norfolk, in addition to parts of Breckland, Cambridgeshire and South Lincolnshire.
We have more than 4,000 staff and volunteers, approximately 530 beds, and a helipad for air ambulances. We work with neighbouring hospitals for the provision of tertiary services, including as part of regional partnership and network models of care, such as the trauma network.
In February 2022 the significant progress that has been made at QEH was recognised by the Care Quality Commission who rated the Trust as ‘Good’ in all of the core services they inspected. They recommended the Trust moves out of the recovery support system (formerly special measures).
For further information about this vacancy, please see the attached job description and person specification.
