Deputy PALS and Complaints Manager

NHS Jobs; Reading; Presencial; GBP 52 000 - 59 000; Tempo integral

Resumo da oferta

Berkshire Healthcare NHS Foundation Trust is seeking a proactive Complaints and PALS lead to manage NHS complaints processes, chair local resolution meetings, and promote best practice across care groups. You will support staff development, training delivery, and ensure adherence to data protection and GDPR standards.

The role requires collaboration with interdisciplinary teams, to maintain high standards of patient care and effective escalation when concerns arise.

Qualificações

• Experience in NHS complaints handling and patient liaison.
• Knowledge of NHS complaints practice and NHS England policy.

Responsabilidades

• Monitor and maintain health, safety and security for staff and practitioners in the work area.
• Identify risks in work activities and develop strategies to manage them.
• Operate within risk management/occupational health legislation and Trust procedures.
• Develop own professional skills and performance; act as role model for the team.
• Chair local resolution meetings and other care group meetings as required.
• Deliver and evaluate staff induction training related to customer care and complaints management.
• Participate in in-house complaints training and promote best practice.

Descrição da oferta de emprego

Work collaboratively with the Parliamentary Health Service Ombudsmans office. Deputise as appropriate for the Complaints and PALS Managers. To be the first point of escalation for enquirers, when junior staff members are unable to assist and enquirers are asking for the concerns to be escalated. Line management responsibility for junior members of staff, as appropriate. Ensure that the Complaints and PALS processes adhere to Data Protection/ Confidentiality/ Caldicott / GDPR principles. Actively promote diversity, including race diversity, across the Trust. Generate and sustain relationships that promote dignity, rights and responsibilities. Identify and take action to address discrimination and oppression. To assist the team alignment in managing the workload between care groups and individuals including general office duties including, where required to get the job done in a timely way processing incoming and outgoing communication. Communicate in an empathic manner with patients, relatives and staff, being aware of the sensitivity and complexity of the information and issues they may deal with. Maintain and develops own professional expertise and ability to act as a role model for both their own team and wider to all staff in the Trust. Assume a central role in problem solving and service co-ordination to ensure patients and carers receive high standards of seamless quality care. Work in collaboration with the interdisciplinary teams throughout the Trust to support and compliment their care and the quality of the service provided. To maintain up to date knowledge about the national best practice in NHS complaints practice, NHS England policy, NHS Complaints Regulations 2009, recommending changes as required in Trust policy in order to comply with these. To chair local resolution meetings as appropriate, care group meetings and any other meetings as required. Teaching, Training and Research: Participates in the delivery and evaluation of staff induction training, related to customer care and complaints management. Participate in the delivery of in house complaints training Role Responsibilities: Monitor and maintain the health, safety and security of self and any practitioners in work area. Identify risks in work activities and develops strategies to manage these effectively. Practice within risk management/ occupational health legislation and Trust procedures. Develop own skills, taking responsibility for continuing professional development and performance. This job description should be regarded as a guide to the planned duties and responsibilities of the post. The description is not exhaustive and will be subject to periodic review in consultation with the post-holder.

£51,657 - £58,785 per annum ( Incl of HCAS)

Berkshire Healthcare NHS Foundation Trust