Patient Experience & Complaints Lead

Cardiff and Vale University Health Board; Cherwell District; On-site; GBP 30,000 - 38,000; Full time

Job summary

Oxford University Hospitals NHS Foundation Trust is seeking a Complaints and PALS Co-ordinator to lead the divisional response to patient queries and complaints. You will prioritise and supervise responses, ensure timely resolution, and manage the complaints/PALS database and related reporting.

The role requires excellent written and verbal communication, IT literacy, and the ability to work under pressure while upholding the Trust's values.

Qualifications

• Degree or equivalent with considerable NHS complaints experience.
• 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; Post-Graduate qualification.
• Knowledge of electronic complaints management systems (e.g., Ulysses).
• Understanding of Data Protection and Freedom of Information Acts.
• RSA II minimum or equivalent.
• Good understanding of medical terminology; ability to assimilate information quickly and resolve issues.
• Strong written and verbal communication with public and staff at all levels.
• Ability to prioritise competing deadlines and work under pressure.
• Demonstrates compassion, professionalism and adherence to Trust values.

Responsibilities

• Oversee and manage the divisional response to queries and complaints.
• Prioritise own work for action and supervise responses.
• Ensure efficient handling and resolution of enquiries from patients, families and visitors.
• Provide reports on division-specific processing, recording and responses to complaints.
• Review and edit draft responses for complaints.
• Maintain complaints and PALS database and files up to date.
• Facilitate resolution meetings between complainants and clinicians.
• Assist with administration related to Ombudsman investigations.
• Produce complaint and PALS feedback reports for senior managers.

Skills

NHS complaints

Writing

Interpersonal skills

Communication

Prioritisation

Team management

Word

Excel

Outlook

Database management

Data protection

FOI

RSA II

Medical terminology

Attention to detail

Deadline management

Diplomacy

Unsupervised work

Education

Degree or equivalent

Post-Graduate qualification

Tools

Word

Excel

Outlook

Database management

Ulysses

Job description

Oxford University Hospitals NHS Foundation Trust is seeking a Complaints and PALS Co-ordinator to lead the divisional response to patient queries and complaints. You will prioritise and supervise responses, ensure timely resolution, and manage the complaints/PALS database and related reporting.

The role requires excellent written and verbal communication, IT literacy, and the ability to work under pressure while upholding the Trust's values.