Deputy PALS and Complaints Manager

Royal Berkshire Nhs Foundation Trust; Reading; Sur place; GBP 42 000 - 56 000; Plein temps

Avantages offerts par ce poste

Flexible working opportunities

Annual leave 27+ days

NHS pension scheme

Employee Assistance Programme

Money Advice Service

Cycle to work scheme

On-site nursery

Educational library services

Rail/bus links

Résumé du poste

Royal Berkshire NHS Foundation Trust is seeking a Deputy PALS and Complaints Manager to lead the complaints and PALS function. You will manage the Datix system, maintain accurate records, and ensure timely, compassionate responses to concerns.

You will plan your workload, work with staff at all levels, and conduct thorough investigations to deliver clear, well-argued letters. The role requires excellent written English and empathetic conduct.

Responsabilités

• Manage, monitor and maintain the Datix system to keep accurate records for complaints and PALS processes.
• Plan and organise workloads; act independently within guidelines and consult managers as needed.
• Conduct thorough, impartial investigations and draft high-quality response letters, applying openness and candor.

Description du poste

An opportunity has arisen to join our team as a Deputy PALS and Complaints Manager. This is a very rewarding role with a chance to make a real difference to the lives of our service users., 1. Manage, monitor and ensure the maintenance of the Datix system, ensuring all records are accurate, enabling efficient management of the complaints/PALS department and the complaints/PALS processes. Maintain accurate and contemporaneous records on the Trust's DATIX system 2. Plan, organise and take full responsibility of your workload, acting independently within appropriate guidelines and where necessary referring to PALS and Complaints Managers 3. Undertake thorough, impartial investigations and draft complex response letters, to a high standard of written English, ensuring the principles of being open and duty of candor are applied and recommendations or actions are included 4. Support and advise staff, at all levels, when responding to complaints/PALS to ensure the complaints and concerns are appropriately investigated and responded to in a timely fashion as outlined in the NHS regulations 5. Communicate under pressure, remaining calm and avoiding conflict, dealing with people who may be in a highly emotional state or recently bereaved. These difficult conversations may be planned or unplanned 6. Monitor the complaint response times, as directed by the Complaints Manager 7. Respond to all complaints within the timescale set by the Trust and agreed with the complainant, utilising the Trust's escalation process if a complaint response becomes delayed.

If you are someone who has outstanding communication skills, excels in helping others, with a natural affinity for networking and building relationships, and capable of showing genuine compassion and empathy, we would love to hear from you.

Our values; Compassionate, Aspirational, Resourceful, Excellent, reflect the type of Trust we aspire to be and you can join our dedicated andtalented staff to make this happen.

Staff Benefits

• Flexible working opportunities and a strong emphasis on your work, life balance
• Annual leave - 27 days for new starters, plus bank holidays. Increasing to 29 days after 5 years and 33 days after 10 years NHS service. Pro rata for part time staff
• NHS pension scheme
• Employee Assistance Programme
• Money Advise Service
• Generous maternity, paternity and adoption leave for eligible staff
• On-site nursery (based at RBH)
• Full educational library services
• Cycle to work scheme, lockable storage for cycles
• Bus to work scheme
• Excellent rail and bus links
• A huge range of Health Service Discounts at hundreds of big brands from holidays to gadgets and restaurants to retail.