Patient Advice & Liaison (PALs) Complaints Co ordinator

Royal National Orthopaedic Hospital (RNOH) NHS Trust; London Borough of Harrow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading hospital in the UK seeks a Patient Advice & Liaison (PALs) Complaints Co-ordinator. This role involves providing a compassionate and effective first point of contact for patients and their families to address concerns and manage complaints while ensuring confidentiality and understanding.

Qualifications

• Excellent listening and interpersonal skills.
• Ability to handle confidential and sensitive information.
• Strong organisational and time management skills.

Responsibilities

• First point of contact for patients and families.
• Manage complaints and provide support to callers.
• Prepare and assist in the provision of data for reports.

Skills

Excellent listening

Interpersonal skills

Time management

Organisational skills

Job description

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We are seeking to recruit a Complaints and Patient Advice and Liaison (PALS) Coordinator to join our team. The successful applicant will be the first point of contact for patients, their families, carers and members of the public.

You will possess excellent listening and interpersonal skills including the ability to effectively manage relationships internally and externally, demonstrate empathy, impartiality and tact when dealing with calls from patients or their representatives relating to health service concerns.

The successful applicant must also be able to recognise the needs of patients, their families and carers and be able to communicate complex, sensitive information with tact, diplomacy and understanding.

You must have good listening skills, and be aware of the need for discretion and high levels of confidentiality. The role also demands organisational and time management skills, and the ability to manage competing priorities against deadlines.

The post holder will continue to build on our learning and improvement in all aspects of complaints handling and provide a patient advice and liaison service. As a first point of contact for the team you will advise staff and the public as appropriate on complaints resolution process, signposting and making judgments to ensure appropriate outcomes.

Higher level interpersonal skills are crucial for this role as well as the ability to communicate clearly and succinctly both verbally and in writing

The PALS & Complaints Co-ordinator provides a visible and effective service by ensuring patients, their families, carers and representatives, visitors and the public have access to and receive high quality and timely information and signposting about the Trust, related health and social care services, and their own personal information.

The post holder is an essential point of contact in working closely with front line staff to receive, manage and respond to formal and informal enquiries and complaints in line with Trust policy and procedure and NHS Complaints Regulations.

This role provides the main interface with complainants, some of whom may be challenging. It is vital the post holder is a good listener and effective team player and will need to be able to communicate information effectively to patients and their carers or families, members of the public, staff and volunteers and provide support to them as required. A professional, caring and respectful manner must be demonstrated at all times.

The Post holder will need to be able to prepare and assist in the provision of data for reports .

Post holders may come into contact with patients, their carers / family, with advocates and with staff who may express a range of emotions including distress or anger as a result of an incident, breach of confidentiality or alleged failing in care. The ability to act with diplomacy, empathy and professionalism is expected at all time

RNOH Royal National Orthopaedic Hospital NHS Trust (RNOH) is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro-musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the trust. RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world’s most complex and innovative care to our patients. RNOH is rated good by the CQC and covers two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility. For more information, please access the following link: https://www.rnoh.nhs.uk/

Home :Royal National Orthopaedic Hospital

The Royal National Orthopaedic Hospital NHS Trust aims to be a world-leading orthopaedic hospital with the best patient care and staff experience in the NHS.

For further details / informal visits contact: Name: Helen Amendt Job title: PALs and Complaints Coordinator Email address: [e-mail] Telephone number: 02089095383

8am to 4pm Monday to Friday

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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