Patient Advice & Liaison (PALs) Complaints Co ordinator

Royal National Orthopaedic Hospital (RNOH) NHS Trust; London Borough of Harrow; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading NHS Trust is seeking a Complaints and Patient Advice and Liaison (PALS) Coordinator to serve as the primary contact for patients and their families. The role entails managing relationships with empathy and professionalism while addressing complaints and providing high-quality information about the Trust's services. An ideal candidate will possess excellent communication skills and a caring approach, ensuring an effective service amid challenging emotions.

Qualifications

• Excellent listening, interpersonal, verbal, and written communication skills.
• Ability to manage competing priorities and deadlines.
• Team player with a professional, caring, and respectful manner.

Responsibilities

• Manage relationships internally and externally with empathy, impartiality, and tact.
• Handle complaints and provide advice on resolution processes.
• Respond to formal and informal enquiries and complaints in line with Trust policy.

Skills

Communication skills

Interpersonal skills

Confidentiality awareness

Job description

Job Title: Complaints and Patient Advice and Liaison (PALS) Coordinator

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.

Key Responsibilities:

1. Manage relationships internally and externally with empathy, impartiality, and tact.
2. Recognize and communicate complex, sensitive information effectively.
3. Handle complaints and provide advice on resolution processes, signposting, and appropriate outcomes.
4. Ensure high-quality, timely information and signposting about the Trust and related services.
5. Respond to formal and informal enquiries and complaints in line with Trust policy and NHS regulations.
6. Prepare data for reports and assist in their provision.
7. Support patients, families, carers, staff, and volunteers, especially when dealing with challenging emotions.
8. Act with professionalism, diplomacy, and empathy at all times.

Qualifications and Skills:

• Excellent listening, interpersonal, verbal, and written communication skills.
• Ability to manage competing priorities and deadlines.
• Discretion and high confidentiality awareness.
• Team player with a professional, caring, and respectful manner.

The role is vital in providing a visible and effective service, ensuring access to high-quality information, and supporting the Trust’s commitment to excellent patient care.

For more information or informal visits, please contact:

• Name: Helen Amendt
• Job Title: PALS and Complaints Coordinator
• Email: [e-mail]
• Telephone: [phone]

Working hours: 8am to 4pm, Monday to Friday.