Patient Experience & Complaints Advisor

NHS Professionals; Ashton-under-Lyne; On-site; GBP 24,000 - 32,000; Full time

Job summary

NHS Professionals is seeking an intake specialist for the NHS complaints pathway at Tameside Hospital. You’ll escalate concerns, counsel patients, and guide them through the NHS complaints process while maintaining sensitivity and confidentiality.

Role involves communicating with departments, external agencies, and distressed individuals to achieve positive outcomes. NHS or health and social care background is preferred; strong grammar and data handling skills are essential.

Qualifications

• Familiar with the role of PALS and NHS complaints procedures.
• Knowledge of data protection and confidentiality.
• Experience resolving disputes at local level.
• Experience writing complaint responses.
• Good grammar and punctuation.

Responsibilities

• Escalate issues to relevant divisions and managers when problems are raised by patients or representatives.
• Use sensitive questioning and active listening to understand and solve problems with positive outcomes.
• Advise patients on NHS complaints procedures.
• Identify when consent is needed and involve PALS/Complaints Manager as required.
• Communicate complex information to patients/representatives in distressing circumstances.
• Respond to requests for verbal or written information from various channels.
• Ensure effective communication with other departments and external agencies.
• Support staff before meetings with complainants and participate in meetings.

Skills

PALS awareness

NHS complaints procedures

Data protection

Dispute resolution

Communication skills

Prioritisation

Telephone & in-person support

Tools

Ulysses database

Job description

NHS Professionals is seeking an intake specialist for the NHS complaints pathway at Tameside Hospital. You’ll escalate concerns, counsel patients, and guide them through the NHS complaints process while maintaining sensitivity and confidentiality.

Role involves communicating with departments, external agencies, and distressed individuals to achieve positive outcomes. NHS or health and social care background is preferred; strong grammar and data handling skills are essential.