Senior Complaints & PALS Manager – Autonomy & Impact

Royal Free London NHS Foundation Trust; Greater London; Presencial; GBP 56 000 - 63 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible hours

Generous benefits

Resumo da oferta

Royal Free London NHS Foundation Trust is seeking a Band 7 Complaints and PALS Manager to lead the Health Unit’s patient experience work. You will manage complaints and PALs processes, draft responses for executive sign-off, and produce regular performance reports.

The role requires autonomous decision-making, strong teamwork, and the ability to support clinical leadership during investigations. The post offers opportunities for professional development within a large NHS trust.

Qualificações

• Draft complaint responses and undertake quality assurance of draft complaint response letters prior to executive sign-off.
• Provide complaints case management service to patients, the public and staff.
• Support the clinical leadership to investigations and draft responses.

Responsabilidades

• Work as part of a team to provide a complaints case management service to patients, the public and staff.
• Deputise for the Health Unit Patient Experience Lead when required.
• Manage the Complaints and PALs Facilitators and Patient Experience Administrators, ensuring timely investigations and responses.
• Support the Divisional Triumvirate to ensure PALs and complaints are fully investigated and responses are appropriate to patient needs.
• Prepare professional and clinically accurate responses for executive sign-off.

Conhecimentos

PALS management

Complaints handling

Staff supervision

Reporting and metrics

Descrição da oferta de emprego

Royal Free London NHS Foundation Trust is seeking a Band 7 Complaints and PALS Manager to lead the Health Unit’s patient experience work. You will manage complaints and PALs processes, draft responses for executive sign-off, and produce regular performance reports.

The role requires autonomous decision-making, strong teamwork, and the ability to support clinical leadership during investigations. The post offers opportunities for professional development within a large NHS trust.