PALS & Complaints Officer
We are looking for a motivated individual with excellent communication, interpersonal, and organisational skills to act as the first point of contact for patients, relatives and members of the public who have questions, concerns or complaints about Trust services.
In this role you will ensure concerns raised by patients and the public are logged accurately and passed to the relevant hospital services for timely resolution. You will record all concerns accurately, enter them promptly onto the database, and keep related files updated with clear, timely information.
You will provide guidance to service users and staff on the correct processes for managing concerns and complaints, build strong working relationships with clinical and non‑clinical teams and external organisations, and respond with empathy and professionalism to individuals who may be distressed.
Responsibilities
- Log concerns raised by patients and the public accurately and promptly.
- Enter concerns onto the database and update related files with clear, 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 matters are handled appropriately and sensitively, supporting continuous improvement and patient experience.
Qualifications
- Enthusiastic, motivated, and eager to learn.
- Excellent communication and interpersonal skills.
- Strong organisational and problem‑solving abilities.
- Sensitivity, tact, and the ability to manage emotionally challenging situations.
- Experience or training in patient feedback, complaints handling, or similar roles is an advantage.
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