Senior Complaints & PALS Officer

Job description

Job summary

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.

About us

Oxford Health NHS Foundation Trust provides physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and North East Somerset.

Our vision is that no matter who you are or where you are, you will tell us that you receive: "Outstanding care delivered by an outstanding team"

Our values are: "Caring, safe and excellent"

At Oxford Health we offer a wide range of benefits designed to support your career and wellbeing. These include:

• Excellent opportunities for career progression
• Access to tailored individual and Trust wide learning and development
• 27 days annual leave, plus bank holidays, rising to 33 days with continuous service
• NHS Discount across a wide range of shops, restaurants and retailers
• Competitive pension scheme
• Lease car scheme
• Cycle to work scheme
• Employee Assistance Programme
• Mental Health First Aiders
• Staff networking and support groups hosted by our Equality, Diversity & Inclusion team

Job description

Job 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

Job description
Job 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

Person Specification

Experience

Essential

• Customer Service Experience

Skills

Essential

• Written/Verbal communication skills

Knowledge Requirements

Essential

• Demonstrable knowledge of PALS

Desirable

• Knowledge of the NHS complaints procedure.

Person Specification
Experience

Essential

• Customer Service Experience

Skills

Essential

• Written/Verbal communication skills

Knowledge Requirements

Essential

• Demonstrable knowledge of PALS

Desirable

• Knowledge of the NHS complaints procedure.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Oxford Health NHS Trust
Address

Whiteleaf Centre and Warneford Hospital

Aylesbury and Oxford

OX3 7JX

United Kingdom

Employer's website