PALS and Complaints Officer London, England
Job description
In an important role within the Department, the Complaints & PALS Officer will have specialist knowledge of the NHS Complaints Regulations and assist the Head of Complaints and PALS to develop Trust policies and procedures and will be responsible for ensuring that all complaints are handled in an appropriate and timely manner and that complaints result in demonstrable improvements to service delivery across the Trust.
The Complaints and PALS Department operates in a very busy and politically sensitive environment, to tight deadline, serving a range of audiences, including staff, service users, carers/relatives, members of the public, local partners, commissioners, health service regulators and other organisations.
In an important role within the Department, the Complaints & PALS Officer will have specialist knowledge of the NHS Complaints Regulations and assist the Head of Complaints and PALS to develop Trust policies and procedures and will be responsible for ensuring that all complaints are handled in an appropriate and timely manner and that complaints result in demonstrable improvements to service delivery across the Trust.
The postholder’s responsibilities relate to all of the Trust’s service and there will be a requirement to travel to meetings in all of the Trust’s services, including those in Luton and Bedfordshire.
The postholder will use their interpersonal and communication skills in dealing with what are frequently complex and sensitive situations. The post holder will evaluate information and make judgements, requiring the analysis and interpretation of facts.
Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive – so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations
Please for further information kindly refer to the job description and person specification attached to this vacancy.
