Patient Experience & Complaints Officer

Mid and South Essex NHS Foundation Trust; Chelmsford; On-site; GBP 26,000 - 34,000; Full time

Job summary

Mid and South Essex NHS Foundation Trust is seeking a PALS & Complaints Officer to act as an accessible first point of contact for patients, relatives and the public, logging concerns accurately and guiding users through the correct processes. You will work across Divisions to support resolution and drive service improvement.

You will demonstrate empathy and professionalism when engaging distressed individuals, helping maintain public and professional confidence while contributing to a positive

Qualifications

• Excellent communication and interpersonal skills required.
• Strong organisational skills and attention to detail are essential.
• Experience in a healthcare or public-facing role is desirable.

Responsibilities

• Record concerns accurately in the database and update related files promptly.
• Provide guidance to patients, relatives and staff on the correct processes for managing concerns and complaints.
• Build strong working relationships across clinical and non-clinical teams and external organisations.
• Respond with empathy and professionalism to distressed individuals while maintaining confidentiality.

Skills

Communication

Interpersonal skills

Organisational skills

Job description

Mid and South Essex NHS Foundation Trust is seeking a PALS & Complaints Officer to act as an accessible first point of contact for patients, relatives and the public, logging concerns accurately and guiding users through the correct processes. You will work across Divisions to support resolution and drive service improvement.

You will demonstrate empathy and professionalism when engaging distressed individuals, helping maintain public and professional confidence while contributing to a positive