Head of Complaints, PALS & Patient Experience

NHS Jobs; Gloucestershire Science & Technology Park; Remote; GBP 58,000 - 65,000; Full time

Benefits offered by this job

NHS Pension Scheme

Annual leave

Discounts for staff

On-site nursery

Discounted public transport

Wellbeing programs

Job summary

Gloucestershire Hospitals NHS Foundation Trust is seeking an experienced leader for Head of Complaints and PALS to drive compassionate, timely and compliant handling of concerns across the patient experience function.

You will lead a multi-disciplinary team, ensuring learning is embedded from feedback to improve patient safety, care quality and accessibility of information for all patients and families. This is a senior leadership role within an integrated Patient Experience and Voice portfolio.

Qualifications

• Master's degree or equivalent level of specialist knowledge and senior experience relevant to NHS complaints, PALS, healthcare governance or senior service leadership
• Evidence of substantial continuing professional development in complaints resolution, investigation or leadership
• Registered professional qualification or equivalent experience in complex clinical care, patient safety and governance

Responsibilities

• Provide visible operational leadership for safe, compassionate, accessible and effective Complaints and PALS services
• Act as senior adviser on NHS complaints handling and ensure compliance with legislation, guidance and standards
• Oversee complex, high-risk or unresolved cases involving patient safety, safeguarding or Ombudsman review
• Ensure investigations and responses are timely, evidence-based and person-centred with learning for improvement
• Lead a responsive PALS service, enabling early resolution and escalation when needed
• Use learning from complaints to identify risks, inequalities and improvement opportunities for governance
• Collaborate with Quality Governance, clinical divisions and Legal Services to translate feedback into measurable change

Skills

NHS complaints legislation

PALS leadership

Stakeholder engagement

Analytical & negotiation

People leadership

Education

Master's degree in relevant field

Registered professional qualification

Tools

Datix

Job description

Gloucestershire Hospitals NHS Foundation Trust is seeking an experienced leader for Head of Complaints and PALS to drive compassionate, timely and compliant handling of concerns across the patient experience function.

You will lead a multi-disciplinary team, ensuring learning is embedded from feedback to improve patient safety, care quality and accessibility of information for all patients and families. This is a senior leadership role within an integrated Patient Experience and Voice portfolio.