PALS & Complaints Liaison Specialist

Oxford University Hospitals NHS Foundation Trust; Oxford; On-site; GBP 28,000 - 36,000; Full time

Job summary

Oxford University Hospitals NHS Foundation Trust is recruiting a Complaints and PALS Co-ordinator to join the established team at OUH. You will oversee the Divisional response to queries and complaints, prioritise workloads, and facilitate resolution meetings between complainants and clinicians.

The role requires excellent written and verbal communication, the ability to work under pressure, and a good understanding of NHS complaints processes.

Qualifications

• Degree or equivalent with considerable experience of NHS complaints.
• Excellent literacy and numeracy and attention to detail.
• Evidence of excellent writing ability - clarity, sensitivity and use of plain English
• IT literate: Word, Excel, Outlook, email, Internet and database management
• Previous experience of managing and influencing people
• Experience of writing reports at service level containing both narrative and data
• Knowledge of electronic complaints management systems for example Ulysses
• Understanding of Data Protection and Freedom of Information Acts
• RSA II minimum or equivalent
• Good understanding of medical terminology

Responsibilities

• To oversee and manage the Divisional response to queries and complaints
• To prioritise own work for action, delegate where appropriate and supervise responses.
• To ensure the efficient handling and resolution of enquiries from patients, families and visitors. To ensure excellent customer care and the implementation of the Trust's Values into Action throughout the complaint or PALS pathway liaising as necessary with colleagues, internal departments and external organisations.
• To supervise and provide reports on division specific areas of processing, recording and responses to complaints
• To review and edit draft responses for complaints
• To be responsible for ensuring the complaints and PALS database and files are accurate and up to date
• To undertake the administration and facilitation of patient resolution meetings.
• To assist with the administration associated with the complaints investigated by the Parliamentary and Health Services Ombudsman
• To oversee the production of complaint and PALS feedback reports as requested by senior Trust managers to provide a qualitative analysis of the Trust's complaints and timely Divisional Feedback.

Skills

Communication skills

Team collaboration

Prioritisation under pressure

Customer service

Attention to detail

Education

Degree or equivalent with NHS complaints experience

RSA II minimum or equivalent

Tools

Microsoft Word

Excel

Outlook

Database management

Ulysses

Job description

Oxford University Hospitals NHS Foundation Trust is recruiting a Complaints and PALS Co-ordinator to join the established team at OUH. You will oversee the Divisional response to queries and complaints, prioritise workloads, and facilitate resolution meetings between complainants and clinicians.

The role requires excellent written and verbal communication, the ability to work under pressure, and a good understanding of NHS complaints processes.