PALs & Complaints Senior Support Officer

Great Ormond Street Hospital for Children NHS Foundation Trust; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading children's healthcare provider in London is seeking a Pals & Complaints Senior Support Officer. This role involves managing the complaints caseload for the NHS Children and Young People’s Gender Service and providing essential support to patients and families. Applicants should have experience in mental health services and be committed to service improvement. The position offers an inclusive workplace focused on diversity and equal opportunities.

Benefits

Diverse and inclusive work environment

Employee-led staff networks

Commitment to employee wellness

Qualifications

• Significant experience in mental health services, particularly with young people.
• Experience leading and managing a complaints caseload.
• Commitment to service improvement, audit, and research.

Responsibilities

• Lead and manage complaints caseload within the Gender Service.
• Provide a comprehensive patient advice and liaison service.
• Assist patients in resolving difficulties they may have.

Skills

Experience in mental health services

Investigating formal complaints

Working with diverse patients

Job description

We are seeking a skilled and compassionate individual to join the new NHS Children and Young People’s Gender Service (London) in the role of Pals & Complaints Senior Support Officer.

Applicants should have experience in within mental health services and working with a diverse range of patients, particularly young people. Applicants should also have significant experience of investigating formal complaints within the NHS.

The post holder will be responsible for leading and managing the complaints caseload within the Gender Service and ensuring compliance with the actions and learning committed to within complaints, which is vital for the improvement of patient experience and safety. To provide a comprehensive patient advice and liaison service to families who are accessing the Children and Young People’s Gender Service and be a point of contact for patients and assist them in resolving any difficulties they might have.

A new clinical pathway has been developed, based on the recommendations of The Cass Review, the NHS England interim service specification, and the expertise of many clinicians from across the North-West, London, and South-Western Hubs. The service will be delivered by a wide multi-disciplinary team including paediatricians, psychiatrists, psychological professionals, safeguarding professionals, youth workers, nurses, speech and language therapists, dieticians and occupational therapists. Who patients see will be dependent on the support and care they need.

Children and young people will receive an in-depth assessment of their needs,and a care plan will be developed with them and, if needed, those supporting them. Children and young people may be offered a range of care interventions such astherapy, family therapy,physical healthsupport, or mental health supportfor any identified difficulties they may want help with. Theteam will also liaise with health professionals in local services nearer to the child or young person.

It is expected that the NHS Children and Young People’s Gender Service will continue to change and evolve as more learning, research and evidence is developed in this area, and therefore we would encourage applications from individuals with a passion for service improvement, audit and research.

GOSH is committed to recruiting the best person for the job, based solely on their ability and individual merit as measured against the criteria for the role; through a process that is fair, open, consistent and free from bias and discrimination.

We are committed to being a diverse and inclusive employer and foster a culture where all staff are valued, respected and acknowledged. All applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, disability status or length of time spent unemployed.

We particularly welcome applications from BAME communities, people with disabilities and/or long-term health conditions and LGBT+ community members.

We have policies and procedures in place to ensure that all applicants and employees are treated fairly and consistently. We are proud to be accredited as a Disability Confident Employer, a member of Business Disability Forum and a Stonewall Diversity Champion.

We have active and Executive supported BAME, LGBT+ and Allies, Disability and Long-Term Health Conditions and Women’s staff networks. Staff networks are employee-led groups formed around interests, issues and a common bond or background. Staff network members create a positive and inclusive work environment at Great Ormond Street Hospital by actively contributing to the Trust’s mission, values and efforts specific to inclusion. All of our staff networks are open to any employee

For further details / informal visits contact: Name: Hannah Brice Job title: General Manager Email address: [e-mail]