Assistant Patient, Carer and Public Involvement Officer-PAL/Complaints

Leeds Teaching Hospitals NHS Trust; University City (MO); On-site; USD 24,000 - 31,000; Full time

Job summary

Leeds Teaching Hospitals NHS Trust is seeking a proactive administrator to join the Complaints and PALS teams. You will act as the first-line contact, supporting daily admin duties, processing inquiries, and coordinating correspondence across the trust to ensure efficient service delivery.

You will monitor communications, take minutes in service meetings, and work with clinical and admin staff to maintain high standards of patient experience.

Qualifications

• Excellent organisational and communication skills
• Ability to manage own workload and work to tight deadlines
• Strong IT skills and experience with patient administration systems
• Experience with DATIX is advantageous but training provided

Responsibilities

• Monitor incoming correspondence from multiple sources and answer calls
• Process Complaint and PALS response letters
• Coordinate meeting recording equipment with CSUs
• Take minutes during service management meetings
• Collaborate with medical, nursing and administrative colleagues to ensure smooth service delivery

Tools

DATIX

Job description

Job Summary

The Patient Experience team have an exciting opportunity for an enthusiastic, highly motivated and organised individual who enjoys the challenge of working in an environment that is fast paced and has a varied workload, to join the Complaints and PALS teams.

Job Description

The successful candidate will act as the first-line contact for queries and will provide effective day-to-day support with the administration duties involved within both Complaints and PALS teams.

The Key responsibilities will include monitoring incoming correspondence from a variety of sources, answering calls, dealing with Complaint and PALS response letters and co-ordinating the complaint meeting recording equipment with CSUs. The post holder will work closely with the managers of both teams and be involved in minute taking during the service management meetings. The post holder will work with team members, medical, nursing and administrative colleagues across the organisation to ensure the smooth and effective communication and service delivery within their administrative responsibilities.

We welcome applications from enthusiastic and highly motivated individuals who are looking for the opportunity to become part of our busy, friendly and supportive Complaints and PALS team.

Why you should join our Team

The complaints and PALS team sits within the wider Patient Experience Team and is part of the Chief Nurse Clinical Specialty Unit. The teams consists of Service Managers Team Managers Complaints Case Managers and complaints case handlers and PALS officers and report direct to a Lead nurse and Head of Patient Experience.

The teams are well established and dedicated to ensuring that anyone using the complaints and PALS services have a positive experience.

What You Will Bring To The Role

The successful candidate will have excellent organisational and communication skills and will be able to work effectively as part of a busy team. You will be expected to manage your own workload, use initiative, prioritise competing demands and work effectively to tight deadlines.

A strong commitment to providing a welcoming, efficient, professional and caring service to patients and their families is essential. You should be confident when dealing with members of the public and able to communicate effectively with patients, relatives and colleagues in potentially challenging and busy situations.

Excellent IT skills are required, together with a good working knowledge of patient administration systems. Previous experience of the DATIX system would be advantageous; however, full training can be provided for the successful candidate.

About Leeds Teaching Hospital NHS Trust

Our Trust values

The Leeds Way is working together to support each other and deliver the best possible care to patients.

We are….

• Responsible
• Open and Honest
• One Team
• Kind

Our Trust priorities

• People
• Improvement and Innovation
• Partnerships
• Outcomes

Our purpose:

Excellent, safe and sustainable care for every patient every time

Our Priorities

People, Improvement and Innovation, Partnerships, Outcomes.

Sponsorship Eligibility

To comply with UK Government regulations on Skilled Worker sponsorship, Leeds Teaching Hospital NHS Trust is unable to provide sponsorship to applicants who do not meet the eligibility criteria or the salary threshold concessions set out under the Skilled Worker visa route. Please take this into consideration before submitting your application. Full guidance on these concessions, including details of who may qualify, can be found here.

We reserve the right to close this advert early if we receive a high number of suitable applications.