Senior Complaints & PALS Officer

Job overview

The Patient Advice and Liaison Service Officer is required to provide easily accessible customer services to the local community working closely with the Complaints & PALS Manager and PALS 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 providing an accessible customer service for patients using the Trust’s services and their carers and families. You will be required to run 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 successful candidate will be required to understand the need for confidentiality and display a mature and professional attitude. 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.
• 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.