Complaints à Grande-Bretagne

Social network you want to login/join with:

col-narrow-left

Milton Keynes University Hospital

Milton Keynes, United Kingdom

Other

-

Yes

col-narrow-right

4acb03b31749

3

29.06.2025

13.08.2025

col-wide

Job overview

PALS and Complaints Officer

Department Complaints and PALS Team

Band 4 £26, - £29, per annum, pro rata if part-time

Hours: 37.5 hours per week, all MKUH roles will be considered for flexible working

This is an excellent opportunity to join a dynamic and busy team who are responsible for listening and responding to patients and the public and ensuring the experiences shared are used to develop and improve the services provided by the Trust.

The successful candidate will assist in the handling of all comments, compliments and concerns across the Trust and deal with all complaints in accordance with the ‘Local Authority Social Services and National Health Service Complaint Regulations ’ and in accordance with the Parliamentary Health Service Ombudsman’s Principles of Complaint Handling.

As a core member of the Team you will be expected to work in a patient facing role to help support and facilitate resolution of concerns and complaints ensuring the complaint process is followed where necessary and strict deadlines are adhered to. The information provided from feedback received will help improve services and the patient experience across the Trust.

You will need high levels of energy and enthusiasm and an ability to deal confidently and appropriately with people face to face and on the telephone and deal with multiple priorities and sensitive situations. We are therefore looking for a positive, flexible person with outstanding communication and problem solving skills. You must be able to work well under pressure and enjoy responding to a wide range of issues raised by our patients, carers and families.

Interview 22 July

Main duties of the job

To support the administration and response to concerns and complaints for across the Trust.

To support patients and the public in resolving their concerns and formal complaints and achieve resolution as early as possible and to promote the learning of lessons from complaints.

To administer and utilise a system of feedback on the concern and complaints process for patients and the public, and to work on continuous improvement for the PALS and Complaints team.

To ensure high standards of record keeping in association with concerns and formal complaints.

To provide administrative support on the management of concerns and complaints, to include drafting and proof-reading acknowledgement letters and the administration of the complaints process on the electronic system.

To support the PALS and Complaints Managers in the collection of data relating to concerns and complaints.

Working for our organisation

'This staff group feels strongly supported in maintaining a good balance between a home and work life, scoring 57.1%’ (NHS Staff Survey ).

You can expect a warm welcome at Milton Keynes University Hospital, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At MKUH we appreciate our staff and reward them with an outstanding benefits package including:

• Free on-site parking
• Free refreshments
• Great flexible workingopportunities
• Discounted gym membership
• Lease car scheme
• Generous annual leave and pension scheme
• Extensive staff health and well-being programme

Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.

Detailed job description and main responsibilities

• To be the first point of contact for patients and their representatives seeking information about the concern and complaint resolution process.

• To contact every complainant on receipt of a concern or complaint, preferably by telephone, to discuss the outcomes they are seeking from making a complaint and to ensure all issues are captured.

• To support patients and their representatives to negotiate immediate solutions or resolution of issues as speedily as possible. To assess the risk of the concern and ensure the immediate safety of the patient.

• Face to face discussion with patients/carers about their experience of care and service and if concerns are raised work with the team to resolve these where possible at source.

• Support the divisional team in responding to concerns and formal complaints within the Trust’s agreed time frame and to a high standard.

• To be responsible for the pathway of individual concerns and complaints from receipt to response letter sign off, completing data entry on Radar as required.

• To signpost enquirers to appropriate alternative sources of information and advice, such as leaflets, support groups, websites, clinicians or specialist nurses.

• To work closely with the Head of Patient and Family Experience and the PALS & Complaints Managers to ensure that concerns and complaints are monitored and progressed within agreed time scales.

• Work collaboratively with colleagues across the Trust, especially the other PALS & Complaints Officers to support the process for the trust.

• To keep accurate records in line with the concerns and complaints policy and as required by the Trust.
• To ensure that the Radar database is kept up to date with the progress of each concern or complaint.

• To work within the Trust’s complaint management policy/process.

• Be responsible for sending acknowledgement letters to complainants and ensuring they are kept up to date with the progress of their concern or complaint.

• Communicate complex and sensitive information to patients and their relatives.

• To escalate any issues in a timely way to the PALS & Complaints Managers.

• To support operational and clinical managers of the Trust when investigating concerns or complaints, e.g. obtaining medical records.

• To ensure compliance with information governance requirements including obtaining consent, maintaining confidentiality and appropriate information storage in line with Trust and national policy and legislation.

• Where appropriate draft closing letters for resolved concerns and complaints.

• Work to ensure all responses are proofread and signed off by the CEO in line with Trust policy.

• To monitor and evaluate learning from concerns and complaints both at an individual level and through the monitoring of themes and trends for the division.

• To support as required the provision of data and reports to the Head of Patient and Family Experience

• To communicate key learning and action points to internal and external stakeholders and the general public.

• Advise patients and their representatives how to request an independent review of their complaint, for example the PHSO.

• To deputise for the Complaints/PALS Manager as required.

• Support the Head of Patient and Family Experience with administrative work as required.

• To support volunteers working in the PALS and Complaints service.

Please refer to the Job Description for further details

We believe success lies in the diversity of our employees and are committed to promoting equality, encouraging diversity and embracing inclusion. We welcome applications from everyone interested in working for us.