Complaints and Pals assistant

Queen Elizabeth Hospital; King's Lynn; On-site; GBP 21,000 - 27,000; Full time

Job summary

The Queen Elizabeth Hospital in King’s Lynn seeks a Complaints and Pals Assistant to support the Complaints Service in processing concerns under NHS Complaint Regulations and the Trusts policy framework. The role is a visible point of contact for patients, carers and visitors, helping to secure timely, fair resolutions.

You will record interactions, provide impartial information, and refer on to advocacy services as appropriate, contributing to a safer, more responsive NHS experience.

Qualifications

• Experience with NHS Complaint Regulations and complaints handling policies.
• Strong customer service skills and ability to provide impartial information.

Responsibilities

• Assist in processing complaints and concerns in line with NHS Regulations and policies.
• Act as a visible contact point for patients, carers, families and visitors seeking information.
• Accurately recording contacts, interventions and outcomes onto the Trust risk management database.
• Escalate concerns where patient safety is at risk.
• Refer patients to external advocacy services when appropriate.

Job description

As Complaints and Pals Assistant you will actively 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. You will 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. The Complaints and Pals assistant is 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. Duties of the Complaints and Pals assistant include:

• Supporting the provision of a personal, visible and accessible Customer service
• Accurately recording all contacts, interventions and outcomes onto the Trust risk management database.
• Being responsible for escalating a concern where patient safety is at risk
• Receiving concerns, compliments and feedback from patients, carers, families and visitors
• Providing impartial advice and information to patients, carers and visitors to the Trust
• Undertaking the work as done administration of complaints received by the Trust
• Assist in the promotion of the service both internally and externally to the organisationThere's never been a more exciting time to join TeamQEH. We're working on a once in a generation opportunity to build a new state-of-the-art hospital to open and we are also carrying out on one of the biggest pieces of digital transformation work we've ever undertaken.

Our new electronic patient record (EPR) will replace paper-based patient records from 2026 and will lead to better, safer, joined-up care at The Queen Elizabeth Hospital and beyond. At The QEH we provide a comprehensive range of specialist, acute, obstetrics and community-based services to around 331,000 people across west and north Norfolk, North Cambs and South Lincs. We are an ambitious organisation that upholds our values of kindness, wellness and fairness. We strive for continuous quality improvement, recently demonstrated in our 2024 CQC maternity inspection rating our services as 'Good', and we are proud to be a place to learn and grow through recognised learning and apprenticeships. We recognise and reward our 4,000 staff and volunteers, priding ourselves on a community atmosphere and positive team spirit. We have approx. 530 beds across 33 wards and have newly built education and training facilities, a range of modern award-winning centres alongside a talented team of people ready to give you a warm welcome. We love working here and think you will too.