PALS and Complaints Case Officer

Stockport NHS Foundation Trust; Stockport; Vor Ort; GBP 18.000 - 24.000; Teilzeit

Zusammenfassung

Stockport NHS Foundation Trust is seeking a PALS and Complaints Case Officer (Band 4) to join the Stepping Hill Hospital team on a 30-hour per week basis. You will investigate enquiries and complaints to timescales, interpret national guidance, and support patients, relatives and staff through NHS policies.

Strong communication and resilience are essential in this role. We value diversity and offer flexible working arrangements where possible and encourage applications from all sections of the

Qualifikationen

• Good general secondary education or equivalent experience.
• Evidence of continued professional development.
• RSA11, NVQ3 or equivalent experience.
• Minimum 5 GCSEs including English Language or equivalent.

Aufgaben

• Investigate enquiries and complaints to national and local timescales.
• Interpret national guidance and support patients/relatives and staff.
• Communicate and guide through NHS policies relating to complaints.
• Maintain documentation and contribute to service improvement.

Kenntnisse

Communication skills

Prioritisation

Managing difficult conversations

Teamworking

Ausbildung

Good General secondary education or equivalent experience

Evidence of continued professional development

RSA11, NVQ3 or equivalent experience

Minimum 5 GCSEs including English Language or equivalent

Tools

Datix

Jobbeschreibung

PALS and Complaints Case Officer - 30 hours per week

If you would like to be part of a hard working and dynamic team to work with then please read on...

A rare and exciting opportunity has arisen within the PALS and Complaints Team here at Stepping Hill Hospital. We are seeking to fill the vacancy of for a PALS and Complaints Case Officer, Band 4.

Main duties of the job

To work in the PALS and Complaints Teamin ensuring that all enquiries and complaints are thoroughly investigated and responded to within national and locally set timescales. The post holder will also interpret national guidance and be able to accurately inform, support and guide patients/relatives and staff through national and local policies that relate to the handling of complaints and enquiries.

About us

We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.

If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.

We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.

Benefits we offer to you:

• Between 27-33 days of annual leave plus bank holidays
• Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
• Cycle to work scheme
• Salary finance - for loans, savings, budget planning and tips on managing debt
• Stockport Credit Union- for local financial advice

Job responsibilities

The job description gives an overview of the main tasks and responsibilities of the role, and the person specifications focusses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Important Notice on Visa Sponsorship Eligibility

Please note that whilst the trust does offer sponsorship this role isunfortunately not eligible for visa sponsorship under the UK Silled Worker visa route. This is due to the position not meeting the minimum salary threshold of £41,200 per annumand/or the requiredskill levelset by UK Visas and Immigration.

We appreciate your interest in this opportunity and encourage applications from candidates who already have theright to work in the UK.

Person Specification

Qualifications

• Good General secondary education or equivalent experience
• Evidence of continued professional development
• RSA11, NVQ3 or equivalent experience
• Minimum 5 GCSE's one of which should be English Language or equivalent or equivalent experience

Experience

• Experience of managing complaints
• Experience of talking to distressed and upset members of the public
• Experience of resolving disputes at a local level
• Experience of working in a team
• Experience of complaint response writing
• Experience of working with Datix or similar database

Skills/Knowledge

• Good understanding of grammar and punctuation
• Ability to work in Microsoft word
• Ability to prioritise competing demands
• Ability to communicate sensitively and be able to manage challenging situations
• Personal resilience
• Good understanding for the NHS Complaints procedure
• Good understanding of the PHSO procedure

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.