Complaints and PALS Co-ordinator Oxford, England
Job description
An exciting opportunity has arisen for a Complaints and PALS Co-ordinator to temporarily join the existing well-established team at the Oxford University Hospitals NHS Trust for a period of maternity cover.
We are looking for someone who is personable and self-motivated with the ability to cope under the stresses and pressure that comes from dealing with complaints on a daily basis. The ability to work autonomously and as part of a team is essential.
You must be an excellent communicator, who can remain calm and professional at all times. A proven track record of high level written and verbal communication skills is essential, as is the ability to prioritise and meet challenging deadlines.
You will be expected to facilitate resolution meetings between complainants and clinicians, ensuring these are conducted in an appropriate, supportive environment.
You will have well developed telephone skills and be able to extract and summarise the essence of a verbal complaint without preconceptions or judgement.
The environment is challenging and demanding, therefore you must be able to prioritise and take responsibility for your workload. You must be confident at liaising with people at all levels.
Previous experience of working in the NHS Complaints system or similar is welcome, but not essential, although athorough understanding of the NHS Complaints process is expected.
You will need to demonstrate excellent experience of producing documents using Microsoft computer packages and using internet and email systems. The ability to write reports based on collected data is welcomed.
Oxford University Hospitals NHS Foundation Trustis one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. Find out more here www.ouh.nhs.uk
The Trust comprises of four hospitals - theJohn Radcliffe Hospital,Churchill HospitalandNuffield Orthopaedic Centrein Headington and theHorton General Hospitalin Banbury.
COVID-19 Vaccination Update: There has been a national announcement that COVID-19 vaccinations will be mandatory for all patient-facing staff from 1 April 2022. This role could be affected by this, we therefore urge all applicants to consider this before applying. Patient-facing staff who have not had both vaccinations by 1 April 2022 will not be able to continue in their role.
To oversee and manage the Divisional response to queries and complaints from first contact with a complainant to the final response.
- To directly oversee complaints coordination for one or more Divisions; prioritise own work for action, delegate where appropriate and supervise responses.
- To support senior managers in the Trust and the Complaints and Patient Services Manager by providing advice and guidance on the Trust’s complaints policy.
- To ensure the efficient handling and resolution of enquiries from Patients, families and Visitors. To ensure excellent customer care and the implementation of the Trust’s Values into Action throughout the complaint or PALS pathway liaising as necessary with colleagues, internal departments and external organisations.
- To supervise and provide reports on division specific areas of processing, recording and responses to complaints, requests for information, positive and adverse comments and other Trusts enquiries.
- To maintain up to date knowledge about the national best practice in NHS complaints practice, NHS England policy, NHS Complaints Regulations 2009, recommending changes as required in Trust policy in order to comply with these.
- To grade complaints according to the Trust’s Complaints Decision making matrix.
- To review and edit draft responses for complaints and requests for information and other Trust enquiries.
- To be responsible for ensuring the complaints and PALS database and files are accurate, up to date and comply with Trust policy and the Data Protection Act.
