Complaints & PALS Support Specialist

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

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.