Complaints and PALS Co-ordinator

Oxford University Hospitals NHS Foundation Trust; Oxford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading NHS teaching trust in the United Kingdom is seeking a Complaints and PALS Co‑ordinator to manage the response to patient complaints and feedback. The successful candidate will supervise staff, maintain documentation, and ensure effective customer care in line with Trust values. Candidates should possess a degree or equivalent and have substantial experience dealing with NHS complaints. Strong communication, writing, and IT skills are essential for this role. The position offers a dynamic working environment with opportunities for professional development.

Benefits

Opportunities for professional development

Supportive team environment

Qualifications

• Substantial experience with NHS complaints or equivalent.
• Ability to maintain databases accurately and comply with data regulations.
• Experience in writing service-level reports.

Responsibilities

• Oversee divisional response to complaints from initial contact to resolution.
• Facilitate patient resolution meetings and investigations.
• Produce complaint reports for Trust managers.

Skills

Excellent literacy and numeracy

Writing ability

IT literacy

Interpersonal skills

Education

Degree or equivalent in relevant field

Tools

Word

Excel

Outlook

Job description

An exciting opportunity has arisen for a Complaints and PALS Co‑ordinator to join the existing well-established team at Oxford University Hospitals NHS Trust.

The role involves overseeing and managing the divisional response to patient, family and visitor queries and complaints, prioritising work, delegating, supervising, ensuring efficient handling and resolution of enquiries, implementing Trust values, and liaising with internal and external stakeholders.

Responsibilities

• Oversee and manage the divisional response to complaints from first contact to final response, including the PALS pathway.
• Prioritise own work, delegate where appropriate and supervise responses.
• Ensure excellent customer care and implement the Trust's Values into Action throughout the complaint or PALS pathway.
• Supervise and provide reports on division‑specific areas of processing, recording and responses to complaints.
• Review and edit draft responses for complaints and requests for information.
• Maintain and update the complaints and PALS database and files, ensuring accuracy and compliance with the Data Protection Act.
• Facilitate patient resolution meetings and assist the administration associated with investigations by the Parliamentary and Health Services Ombudsman and Care Quality Commission.
• Produce complaint and PALS feedback reports for senior Trust managers and provide qualitative analysis of Trust complaints.
• Assist with annual returns to the Department of Health via KO41 and prepare reports for the Trust's Board, Quality Committee and Patient Safety and Clinical Risk Management Committee.
• Supervise PALS Officers, supporting workload balancing across divisions and individuals.
• Assist with managing resources within the team’s budget and maintaining documentation in accordance with the Freedom of Information Act.
• Develop and maintain effective systems, policies and procedures for all aspects of the team’s work.
• Provide cover for other members of the Patient Services Team.

Qualifications

• Degree or equivalent with considerable experience of NHS complaints, advice or equivalent.
• Excellent standard of literacy and numeracy with attention to detail.
• Evidence of excellent writing ability – clarity, sensitivity and use of plain English.
• IT literate: experienced in Word, Excel, Outlook, email, internet and database management.
• Previous experience of managing and influencing people.
• Experience of writing reports at service level containing both narrative and data.

Desirable Criteria

• Post‑graduate qualification.
• Knowledge of electronic complaints management systems such as Ulysses.
• Understanding of Data Protection and Freedom of Information Acts.
• RSA II minimum or equivalent.
• Good understanding of medical terminology and ability to assimilate information quickly.
• Excellent interpersonal skills demonstrating the Trust's values in action.
• Excellent administrative, organisational, secretarial and computing skills.
• Methodical with attention to detail and ability to concentrate on task despite frequent interruptions.
• Experience of working under pressure and meeting tight deadlines.
• Professional appearance, sense of compassion, sense of humour.
• Ability to communicate confidently with public and staff at all levels, written and verbally.
• Ability to remain calm and professional in response to challenging behaviour, non‑judgemental, tactful, diplomatic and at ease with people at all levels.
• Willing, flexible and committed approach.

Personal Attributes

• Resilient and able to work autonomously and as part of a team.
• Ability to prioritise and meet challenging deadlines.
• Confidence to liaise with people at all levels.
• Excellent communication skills, calm and professional at all times.
• Strong telephone skills and ability to extract and summarise the essence of a complaint.
• Ability to explain information to others according to their knowledge and understanding.

Additional Requirements

• Need to provide a Disclosure and Barring Service submission due to the Rehabilitation of Offenders Act.

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country, providing a wide range of general and specialist clinical services and serving as a base for medical education, training and research. The Trust comprises four hospitals: John Radcliffe Hospital, Churchill Hospital, Nuffield Orthopaedic Centre and Horton General Hospital. Our values—compassion, respect, learning, delivery, improvement and excellence—guide our professional relationships and the quality of care we deliver.