We are looking for an enthusiastic and innovative individual to join our team as a PALS & Complaints Officer. The role serves as an accessible first point of contact for patients, relatives and members of the public who have questions, concerns or complaints about Trust services. It involves recording all concerns accurately, ensuring they are entered promptly onto the database and that all related files are updated with clear, timely information.
The position provides guidance to service users and staff on the correct processes for managing concerns and complaints, helping ensure matters are handled appropriately and sensitively. It also requires building strong working relationships with clinical and non-clinical teams across all divisions, as well as with external organisations, to support effective communication and maintain public and professional confidence. A key aspect of the role is responding with empathy and professionalism to individuals who may be distressed, offering reassurance and support while managing emotionally challenging situations.
Responsibilities
- Act as the primary point of contact for patients and the public regarding concerns and complaints.
- Record all concerns accurately and enter them promptly onto the database.
- Update related files with clear and timely information.
- Provide guidance to service users and staff on correct processes for managing concerns and complaints.
- Build strong working relationships with clinical and non-clinical teams across all divisions and with external organisations.
- Respond with empathy and professionalism to distressed individuals, offering reassurance and support.
- Ensure concerns are logged accurately and passed to the relevant hospital services to be resolved quickly and efficiently.
- Use feedback obtained to influence and improve the patient experience and embed continuous improvement.
Qualifications
- Motivated individual with excellent communication, interpersonal and organisational skills.
- Demonstrated sensitivity, tact and empathy in dealing with highly sensitive situations on a daily basis.
- Excellent communication and interpersonal skills, with the ability to demonstrate sensitivity & tact.
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