Head of Complaints and Patient Advice and Liaison Service (PALS)

Gloucestershire Hospitals NHS Foundation Trust; Gloucester; On-site; GBP 60,000 - 86,000; Full time

Job summary

Gloucestershire Hospitals NHS Foundation Trust is seeking an experienced leader to head Complaints and PALS within the integrated Patient Experience and Voice team. You will hold delegated accountability for the Trust's Complaints and PALS services and serve as senior adviser on NHS complaints handling.

The role focuses on compassionate, fair, timely resolution and learning, translating feedback into safer, more inclusive care, with oversight of complex cases and ensuring compliance with NHS

Qualifications

• Substantial senior management experience leading Complaints and PALS services in an acute NHS provider Trust.
• Expert knowledge of NHS complaints legislation, regulation and PHSO NHS Complaint Standards.
• Assured communicator with strong analytical, negotiation, mediation and conflict-resolution skills.

Responsibilities

• Provide visible operational leadership for safe, compassionate, accessible and effective Complaints and PALS services.
• Act as senior specialist adviser on NHS complaints handling and ensure compliance with legislation, guidance and standards.
• Oversee complex, high-risk or unresolved cases involving patient safety, safeguarding, legal proceedings or Ombudsman review.
• Lead a visible and responsive PALS service for early resolution of urgent concerns.
• Identify themes and risks from feedback to support governance and learning.

Job description

We are seeking an experienced, compassionate and inclusive leader to join our integrated Patient Experience and Voice leadership team as Head of Complaints and Patient Advice and Liaison Service (PALS). Reporting to the Associate Director of Patient Experience and Voice, you will hold delegated operational accountability for the Trust's Complaints and PALS services and act as the senior specialist adviser on NHS complaints handling.

This is a significant leadership role with the opportunity to ensure that concerns and complaints are managed compassionately, fairly, consistently and in line with statutory, regulatory and Parliamentary and Health Service Ombudsman requirements. You will champion accessible advice, timely resolution and meaningful learning, helping the Trust translate feedback into safer, more effective, inclusive and responsive care.

The successful candidate will bring substantial recent senior management experience leading Complaints and PALS services in an acute NHS provider Trust, alongside expert knowledge of NHS complaints legislation, regulation, national guidance and the PHSO NHS Complaint Standards. You will be an assured communicator with strong analytical, negotiation, mediation and conflict-resolution skills, able to work sensitively with patients, carers, families, staff, senior leaders and external partners.

Main duties of the job

• Provide visible operational leadership and accountability for safe, compassionate, accessible and effective Complaints and PALS services, including workforce, performance, resources, information quality, resilience and continuous improvement.
• Act as the Trust's senior specialist adviser on NHS complaints handling and ensure compliance with legislation, national guidance, regulation and the PHSO NHS Complaint Standards.
• Oversee complex, high-risk or unresolved cases involving patient safety, safeguarding, legal proceedings, coroners' inquests, reputational risk or Ombudsman review.
• Ensure investigations and responses are timely, proportionate, evidence-based and person-centred, with appropriate remedies, complete records and demonstrable learning.
• Lead a visible and responsive PALS service, supporting early resolution and the immediate escalation of urgent care, safety, safeguarding or deterioration concerns.
• Use Complaints and PALS intelligence to identify themes, emerging risks, inequalities and opportunities for improvement, providing clear assurance to governance committees and the Board.
• Work closely with the Head of Patient Experience Improvement and partners across Quality Governance, clinical divisions, Legal Services and Patient Safety to turn feedback into measurable change.

At Gloucestershire Hospitals, people are at the centre of everything we do. We work as one team, value every contribution and share an ambition to grow, develop and learn. Our colleagues support vibrant and diverse communities while also supporting one another to deliver the best care every day for everyone.

With more than 9,000 employees, we are the largest employer in Gloucestershire and one of the ten largest Trusts in the South West. Joining us offers the opportunity to gain valuable experience across our innovative hospitals, alongside flexible working opportunities and a comprehensive employment package.

Benefits include a generous annual leave allowance, access to the NHS Pension Scheme, competitive bank rates, discounts at local shops and restaurants, on‑site nursery provision, discounted public transport, reward and recognition programmes, and a range of health and wellbeing initiatives. We are committed to equality, diversity and inclusion and to creating an environment where colleagues feel valued, empowered and able to thrive.