Deputy PALS & Complaints Lead - Patient Experience

The Royal Berkshire; Reading; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

NHS pension scheme

Flexible working

Annual leave 27 days + bank holidays

Employee Assistance Programme

Cycle to work scheme

On-site nursery

Job summary

The Royal Berkshire NHS Foundation Trust is seeking a Deputy PALS and Complaints Manager to lead the complaints and PALS function and protect patient experience. You will manage Datix, undertake investigations, and draft responses with care and clarity.

The role requires strong communication, empathy and the ability to work within NHS regulations while supporting staff and service users. On-site role based in Reading.

Qualifications

• Excellent written English demonstrated in drafting complex response letters.
• Ability to work within NHS regulations and policies.
• Strong interpersonal skills to support staff and stakeholders.

Responsibilities

• Manage, monitor and maintain the Datix system with accurate records for complaints and PALS.
• Plan and organise workload, acting independently within guidelines.
• Conduct thorough impartial investigations and draft high‑quality response letters.
• Advise staff to ensure timely investigations of complaints/PALS per NHS regulations.
• Communicate under pressure with empathy to those in highly emotional states.
• Monitor complaint response times as directed by the Complaints Manager.
• Respond to all complaints within the Trust's timescales and escalate delays.

Skills

Outstanding communication

Empathy

Networking

Relationship building

Job description

The Royal Berkshire NHS Foundation Trust is seeking a Deputy PALS and Complaints Manager to lead the complaints and PALS function and protect patient experience. You will manage Datix, undertake investigations, and draft responses with care and clarity.

The role requires strong communication, empathy and the ability to work within NHS regulations while supporting staff and service users. On-site role based in Reading.