Complaints & PALS Service Improvement Lead

Job overview

The Complaints & PALS Service Improvement Lead is required to provide easily accessible customer services to the local community working closely with the Complaints & PALS Service Manager and PALS Service Lead and Complaints Service Lead.

One of the great things about this role is that you'll be liaising directly with service users and their families; this is a great opportunity if you really enjoy working with people. We are seeking to recruit an enthusiastic and hardworking individual to work within the Complaints & Patient Advice and Liaison Service (PALS) team. This role is also suitable for someone who has experience of using secondary mental health services as a patient or a carer.

Main duties of the job

The successful postholder will be responsible for managing complaints and concerns across the Trust’s services. They will lead on service improvement through concerns, complaints and PALS feedback across the Trust, supporting a responsive, compassionate and learning-focused approach. You will support the team in running a series of regular PALS surgeries, speaking directly to patients and their families about their experiences.

The postholder will facilitate a speedy and informal resolution of problems and concerns raised by patients, their families, and carers through liaison with Trust staff and other external agencies. They will be responsible for providing information about local services, including voluntary and statutory agencies.

Part of the role will require the postholder to provide high quality guidance and support to Directorates on resolving and responding to concerns and complaints. They will be required to identify themes and tends arising from concerns and patient feedback to ensure actions are taken. You will be responsible for working with Directorates to ensure that they utilise all feedback received to continuously improve services.

Excellent written and verbal communication skills, attention to detail, and a sensitive and caring manner are key to this role. The post-holder will be required to travel to the Trust’s various hospital sites.

Detailed job description and main responsibilities

The key result areas of the postholder are:

• To facilitate speedy and informal resolution of problems and concerns raised by patients/services users, their families, and carers through liaison with Trust staff and other agencies.
• To provide information about local services, including voluntary and statutory agencies and to offer guidance and support to those accessing the service, providing links to services where appropriate.
• Lead the Trust-wide approach to learning from complaints, concerns and PALS feedback by ensuring realistic action plans are developed, monitored and reported against agreed milestones.
• To provide high quality guidance and support to Directorates on resolving complaints and concerns
• Run PALS surgeries on all wards and at other locations where services are delivered, to listen to patients about any concerns and to try and resolve these.
• To identify trends and themes arising from concerns and patient feedback ensuring that lessons are learned

Applicant requirements

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.