Patient Experience & PALS Lead

Nottingham University Hospitals NHS Trust; Nottingham; On-site; GBP 32,000 - 42,000; Full time

Job summary

Nottingham University Hospitals NHS Trust is seeking a Complaints and PALS Lead to support a Trust-wide 4C’s service, handling complaints, PALS, concerns, comments and compliments with a patient-centred approach.

The post-holder will resolve concerns promptly, support patients and carers through NHS complaints procedures, and act as the first contact for information requests while ensuring clear, timely communication and proper documentation.

Qualifications

• Act as an initial point of contact for patients requesting information or raising concerns within the Trust.
• Respond to concerns by providing advice, support and direction to resolve issues quickly.
• Manage interactions with distressed individuals calmly and professionally.
• Ensure timely acknowledgment of correspondence and keep patients informed of developments.
• Provide information about Trust services and NHS complaints procedures; direct to relevant services.
• Complete and file documentation, route complaints to appropriate directorate, maintain relationships with stakeholders.
• Support DATIX recording and prepare reports on trends and lessons learned.

Job description

Nottingham University Hospitals NHS Trust is seeking a Complaints and PALS Lead to support a Trust-wide 4C’s service, handling complaints, PALS, concerns, comments and compliments with a patient-centred approach.

The post-holder will resolve concerns promptly, support patients and carers through NHS complaints procedures, and act as the first contact for information requests while ensuring clear, timely communication and proper documentation.